Using User Research to Enhance a
Payment Management System

Scaling is a healthy measure that determines the growth and success of the system as much as that of the business. It is important that the new anticipated features are built in a way that it maintains the overall consistency in the solution and work harmoniously with all other parts of the digital ecosystem. It needs to adapt into the pre set experience and design guidelines to ensure that the overall UX is seamless and delightful.

A well-integrated feature reflects the following attributes

  • Reuses established interactive components to leverage the user’s recall capacity while reducing the learning required to use the new feature.
  • It performs a distinct function for the user with minimal value based overlap with other features.

At Koru,
we continuously work with our clients to integrate new features into their systems and increase the value that the system offers to the users at large.

On one such occasion, we found ourselves building a ‘Payment Management System’ for our client that extended integrated enterprise healthcare services that allowed it’s users with features, such as

Request an appointment

Digitally checking in with a doctor

Sharing and accessing secure health data

Managing insurance and claims paperwork

Viewing bills and statements

The need for the feature was triggered by large outstanding payments from the patient’s end. The hospitals had to engage extensive resources to follow up on the payments with the patients and guide them through the payment options and process.


We wanted to uncover the underlying reasons for delays in payments and build a solution that would seamlessly integrate into the existing digital ecosystem with minimal disruption.


Our UX experts closely collaborated with the stakeholders to identify the underlying reasons that lead to delayed payments. Once we had studied the reasons, we compiled a list and evaluated them to understand instructional gaps, dependencies, motivations, etc. from the user’s perspective and compiled a draft of functions that the PMS must include.

As we gained more clarity and understood the user’s behavioral responses, we were able to narrow down to 2 potential solution directions. These were built into the workflows to be tested with real users that our client contracted and presented them with a set of tasks to be performed as a part of User Testing exercises.

These exercises led us to combine features from both solutions and arrive at one single direction to lead the solution in. The approved solution was then thoroughly reviewed by UI and development teams for consistency with the existing component library for the product.

The solution was built and implemented in the new release and contributed greatly in reducing the hospital’s pains in collecting the payments.

UX Methods Engaged for Discovery

  • Stakeholder and User Interviews
  • User Surveys
  • Usability Analysis
  • Process Mapping


Our findings unveiled that the gaps and lack of an organized system to deal with payments left the patient’s feeling under-informed about what they were paying for and what were their choices. Building end to end workflows that combined all parts of the journey helped the patients develop better trust and outlook towards the feature.

The following observations were made based on the user’s response post-deployment

The users found the new feature easy to use.

It built a sense of trust with them that led to a stark decrease in the delays. 68% of the statements were now paid for within the same cycle without any follow-up.

Automatically follow up sequences, and curated reports helped the hospital staff stay on top of payments and established a sense of control and accountability.

Let’s talk about what we can do together.