DESIGN DELIVERY
PATIENT PAYMENT
GOAL
Deliver a compassionate medical billing experience that patients trust.
PROBLEM
Patient Experience’s product team, Consumer Financials, offered four individual payment applications for patients: Quick Pay, Guest Pay, Portal Pay and Self Check-in Pay. Each gave the patient a slightly different user-experience and were built on different back-ends and technology stacks. Because of these disparate experiences Consumer Financials was struggling to meet key business metrics, specifically patient pay yield.
Business Impact
To positively impact patient pay yield Consumer Financials wanted to create a new product strategy and design solution that created a positive baseline for PPY and provided a consistent end-user experience for patients to pay their financial responsibility.
My Role
🦄 I was both design strategist and scrum designer for this project. I worked with the product leadership team to form the foundational design strategy, known as “harmonized” payment, that aimed to create a set of re-usable content components that could be deployed across any patient payment application and delivered the first phase of design components working directly on a scrum team with my product owner and development team.
My TEAM
👩🏻💼 Product
👨🏽🔧 Engineering
PROCESS
INSIGHT & Alignment
Payment Service Map
Description goes here - describe how it was used
Payment Component Deployment Map
Description goes here - describe how it was used
Problem Inquiry
Design Definition
Experience goals:
We will build trust with patients by giving them the modern, mobile-first payment experience they've come to expect from consumer tools, increasing their likelihood to pay.
We will improve patient satisfaction by giving patients the same experience no matter what payment channel they access, increasing payment efficiency.
We will provide patients the flexibility to make payments allowing them to pay an amount that fits their budget with methods they prefer, increasing their ability to pay.
Bill Summary Component
Discuss Bill Summary design approach
Concept Validation
objective
Something here
Key takeaways
Something here