Lumedic
Denials
Context
As part of Providence Health & Services, one of our goals at Lumedic was to improve claims processing and interoperability between payers and providers.
Problem
One of the largest pain points in the healthcare revenue cycle is the volume of denied claims. Providence was using a legacy platform for analysts to track and manage claim denials. However, the software was outdated and it required hours of training. Analysts spent 60% of their work week manually exporting reports and creating custom spreadsheets.
Source: AI in the Revenue Cycle (2020)
Solution
A denials platform with actionable insights and collaboration capabilities to help analysts get their job done in an easier, more streamlined way.
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My Role
Lead Product Designer
🙌🏼
The Team
2 Designers
8 Engineers
1 Researcher
1 Product Manager
1 Scrum Lead
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Our Timeline
6 months
My Work
From whiteboard to wireframe
The first place to start was to identify the relationship between different pages and objects and create a sitemap of the proposed platform. This helped me move from the whiteboard to wireframes in a short amount of time.
Navigation design
The navigation system was the most complex (and exciting) part of redesigning the legacy software.
I worked on multiple iterations of sketches, wireframes, and high-fidelity mockups.
A new and improved UI
The proposed UI included everything from a home Dashboard featuring recent and pinned dashboards, a scorecard for payer monitoring and a robust filtering system to track denials.
My Process
Project phases
Phase I
🔍 Observational sessions
🔍 User interviews
Phase II
📝 Persona creation
📝 Workflow mapping
Phase III
📝 Navigation design
📝 Dashboard, Reports, Profile, and Support page designs
* I joined the team towards the end of Phase I, and was unable to participate in the research activities.
Foundational research
Methodology:
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6 observational studies
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6 in-depth user interviews
Personas and workflows
The insights from the research efforts led by my colleagues helped to inform role-based personas and workflows
The Outcome
🌥️
The project was put on hold due to a company merger and I returned to working on incremental improvements of the existing legacy platform.