Our Client
A health and online wellness company based in the USA. Alturus* provides a range of Care Coordination solutions to hospitals and practices looking to stay connected with their patients.
*Name changed to protect client confidentiality
Providers and patients can stay connected through a web portal and mobile application that allow patients to
Consult with their doctor
Book in person or virtual visits
Care Management Program
View recorded health dataTo become a successful multiservice provider, telecom companies should seek to -
Develop specialized, customized offerings
- Offer a well-structured value proposition
- Base it on standard services and platforms
Minimize production and delivery expenses
- Choose automated processes over extensive personnel
- Extract more value from current assets and competitive edge
Elevate sales tactics to posit demonstrable advantages
- Speed up processes through multi skilling and dedicated sales support
- Develop a unique portfolio of bundled services to gain traction
The Brief
Patients and their families could avail a range of services from their practice over the Alturus powered solutions.
As the services and offerings diversified - it became increasingly difficult for patients (also the payer) to keep track of invoices individually raised against services availed by them and their family members.
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Factors as above reflected in a trend wherein collections by the practice would be delayed. Additionally, this posed a challenge of scale as more and more platform-based remote offerings such as telemedicine appointments did not require the patient to arrive at the practice and clear their dues in person.
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Objective
The MVP(Minimum Viable Product) strategy is an ideal design approach used to create a simple, basic solution in a short time. Being a user-focused design approach, it is built iteratively based on constant feedback.
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.
The solution would offer the following benefits to -
The Hospitals & Clinics
- Track receivables
- Patient (payer) specific consolidated invoicing
- Simplified follow-ups
- Understand service consumption trends
The Patient
- One place to view all consolidated invoice across practices and family members
- Flexible payment options and incentives for timely payments
- Seamless checkout experience
Our Process
Our User Experience Design process for enterprises is designed to ensure that a concept is approached holistically. MVP often aims to solve problems or address needs through solutions that often do not have a competition. It is an opportunity to set a benchmark in the industry.
It is 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.
Strategy
Data collected by Alturus pointed at a patient’s payment trends, challenges, and needs that shaped the expectations from the solution.
The intended solution is an integration of:
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- Consistent checkout experience
- Integration of digital wallet + other popular payment methods
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- Flexible payment solutions
The strategy focused on Current state analysis: 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
Ideate
Brainstorming sessions, sketches, and video recordings of people going about making payments help designers step into the users’ shoes and think of ways in which value can be delivered.
In order to ensure that the solution is flexible, we processed the flows representing the various payment processes. This data was used to map a new journey which could be adopted with minimal disruption to the existing processes.
For example, the journey of a user who is booking an online consultation session and making a prepayment for the same or the journey of an individual paying a consolidated monthly statement received via text reminder.
We grouped the ideas that together could offer a good value proposition and built them into concept directions.
These ideas 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.
Inputs from test sessions with the users make it simple to go back to the drawing board and align the solution to have the right balance to meet the goal and vision of the business and deliver on the needs of the user.
Design
UI Design was built for the prototypes tested with the users and signed off by the business to reflect the workflow, interactions, and micro-interactions.
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Splash Screen than be modified as per every providers branding
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Invoices and statement from various sources and member at one place with factional buttons
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Quick swipe to pay option to avoid all the payment gateway hassles
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Traditional way to pay or add new credit or debit card along with paypal and other options
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Downloadable receipt with all the bill/invoice details for any claim
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EMI plans option with some suggested plans and propose a plan action if the plans need to be modified
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Add Promotional card related to client's current transaction
Design
UI Design was built for the prototypes tested with the users and signed off by the business to reflect the workflow, interactions, and micro-interactions.
Conclusion
The solution resulted in a multitude of advantages for the business. The primary one being that it streamlined revenue collections and resulted in an increase of 67% over a period of 3 months - this meant reduced follow-ups and a steady flow of payments being made. It helped create shorter billing cycles that were monitored well.
Another big win was that it led to a decline in the number of billing queries that their customer service team had to handle. The solution created also enhanced the level of simplification and transparency in billing which was appreciated by the patients.
