A transparent experience to claim insurance recoveries

Industry

Healthcare

Interaction Type

Portal, Web Application

Nature of Work

UX Design, Visual Design, Accessibility

Unified portal (re)design using human centric principles

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Client

Client is a pioneer in cost containment, coordination of benefits and program integrity services for government health care programs in the US. Using information technology and data mining techniques, client identifies other insurance coverage, coordinates benefits, and recovers overpayments.‚Äč

Business Needs

The client had multiple portal applications each serving different customer stakeholders. In addition to the disconnected experience due to multiple portals, the overall experience was dated and non-intuitive. The client approached us to create an enhanced customer experience by unifying the different portals and ensure data transparency to their users w.r.t finance, operations, and product performances.

01Discover

We assessed the applications against heuristics which helped us to identify the key areas that impacted overall user experience which was not seamless. We discovered that data presented were not clearly aligned with org objectives of being transparent to customers.

Heuristic Evaluation
Heuristic Evaluation

We identified that these are some areas we must focus us on to improve the designs.

  • Design Aesthetics
  • User Interaction
  • Workflow Efficiency
  • Input Forms
  • Information Architecture
  • Accessibility
  • Layout
  • Clarity
  • Standards & Guidelines
Persona

We conducted a brief user research to understand the demographics, goals and pain points of the end users. We identified two personas who were the potential users of the applications.

Persona Persona

02Define

We defined the client requirement as to unify both the applications giving a seamless experience to the users and also increase productivity and brand value.

Wireframes

We designed wireframes which were showed to the stakeholders to get early feedback. This quick feedback helped us to iterate faster.

Wireframe
Wireframe
Wireframe
Wireframe
Wireframe

03Design

We conceptualized a unified experience and created multiple design options to the client. Based on their feedback, a best design was chosen that fits their needs for the project.

Design

The new landing screen gives a quick overall summary of claim recoveries and other key metrics in an intuitive manner

Design

An intuitive workload module was designed which had the tasks grouped by important parameters to help users to effectively manage their daily work

Design

Teams page that gives a summary on all team members

Design

Claim details page that displays information in a clear structure and format for easy reading

Design
Design

An innovative virtual assistant was designed to assist users in a more intuitive, conversational mode

Design
Design
Design

Overall design was responsive that adjusts according to the device resolution