A claim rebilling experience

The client offered an application to their internal users for claims rebilling, but found that users were facing usability issues while using the application which affected the productivity. They also wanted to update the design to the latest industry trends.

We conducted multiple rounds of stakeholder interviews to understand how the current application was being used to manage claims rebilling.

We did heuristic analysis to identify the areas that were impacting overall usability. For example, we saw that there was considerable information overload that was making it difficult to find key information.

We came to a common conclusion that the application needed a design overhaul to address the usability issues we identified during the evaluation.

We started ideating on how to optimize the task flows undertaken by different kinds of users. We designed wireframes and had quick, iterative feedbacks from stakeholders and users. This early feedback helped us to improve on our designs and more acceptable by users.

We changed the color palette and introduced their new brand colors in the application and created multiple versions of the designs for client approval. These versions had different color themes as well as designs of the components.

To verify that our designs improved the ease of use without changing the core functionality of the existing application, we conducted a user survey where we shared different designs with the users and got feedback from them. Their feedback helped us to arrive at the final design of the application.

The client was extremely happy that the new application design was liked by the users and believed it will help their productivity and ease of use.