Lumedic
Patient Payments
Problem
Billing is a major pain point in an average episode of care for patients. In addition, underpayments and cost-to-collect metrics are a major clog in the healthcare finance system.* Our team set out to address these challenges by focusing on simplifying the payment flow for patients.
* Research Study: AI In the Revenue Cycle
Solution
A patient-facing responsive web app offering financial resources and incentives.
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My Role
Lead Product Designer
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The Team
2 Designers
8 Engineers
1 Researcher
1 Product Manager
1 Scrum Lead
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Our Timeline
8 months
My Work
A Patient-Facing Solution
I was excited to join this project because it was a patient-facing product, and I had been working on B2B solutions for a while. The insights from foundational research studies helped to inform a V1 web app, which enabled patients to make payments through our platform to receive early payment discounts.
Low to High Fidelity
I was brought on to help another designer, making this one of the more collaborative projects in my portfolio. The two of us tackled product features together through pairing sessions, taking turns on which part of the design process we would focus on. My work spanned from sketching, sitemaps, and user flows to wireframes and clickable prototypes.
My Process
Foundational Research
Our Lead Researcher conducted a series of interviews with patients from different backgrounds in order to establish a better sense of people's biggest challenges in regards to healthcare billing. This helped us to create patient personas and segments that would inform our product strategy and feature prioritization.
Usability Testing
Both designers collaborated with our research team to conduct usability testing sessions, so our product features weren't built on untested assumptions. Below are visual examples from one study: we conducted five 60-minute moderated sessions using Lookback. Participants were given realistic scenarios and were prompted to navigate through a clickable prototype.
The Outcome
Feature Updates based on User Feedback
Creating initial designs based on foundational research insights was a great starting point. However, my favorite part of the project was hearing tangible user feedback with which it became easier to understand pain points and priorities.
Key Takeaways
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I had the opportunity to pair with, lead, and mentor a fellow designer. This helped me learn about my own strengths, weaknesses, and collaboration style.
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Our team managed to meet the original deadline and we launched a successful pilot with two POCs by January 2021.
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Lumedic Pay became an important product in the Providence Health & Services portfolio, scaling across 72 facilities in its healthcare ecosystem.