Expanding the Scope of a Patient portal
What happens when a company’s ever-expanding services result in delayed payments instead of bringing in timely revenues? It is a clear indication of expansion going wayward.
Our client, Alturus (name changed) is a company providing a range of care management programs to hospitals and practices. However, complications began to arise as its services and offerings diversified. The company realized that it had become increasingly difficult for the patients to keep track of invoices individually raised against services availed by them and their family members.
In this case, the requirement was to create an intuitive Payment Management and Gateway solution that could integrate with the digital and real-world Patient Engagement solutions. This integrated solution would help the hospitals to consistently track their pending dues, whereas the patients would have a single place to view all consolidated invoices along with flexible payment options.
Our Process
Considering the needs of the engagement, we chose to apply the MVP (Minimum Viable Product) strategy — an ideal design approach used to create a simple, basic solution in a short time. It was therefore essential for the UX design process to fail fast and gauge the potential response of the users within its iteration sprints to deliver value while being sensitive to the resources and timelines.
We focused our strategy on synthesizing data collected via Alturus to build context and understand -
- User’s challenges (lack of transparency, inability to pay bills, lack of trust on online payment)
- Current collection processes and cycles across practices based on their nature and scale
- Research and analysis of related solutions within and outside of healthcare
Our team conducted brainstorming sessions, sketches, and video recordings of people going about making payments to help designers step into the users’ shoes and think of ways in which value can be delivered. The ideas generated were developed further to draft interactive prototypes to be reviewed by the business. The approved prototypes were tested with users to be evaluated for their intuitiveness and usability and gain behavioral insights.
Read this case study on Revenue Cycle Management for healthcare providers which details how we helped the business in decreasing the number of billing queries, shortened billing cycles, and streamlined revenue collection.
