Manage Medical
Objective: Identify the current landscape for paying medical bills and find solutions to effectively and efficiently support patients so they can heal and move on with their lives.
Problem: People are overwhelmed when managing their medical bills.
How might we… create a one-stop shop for users to manage their medical expenses stress-free?
Preliminary Interview
People who have ever paid a medical bill
Target Audience
People Interviewd
10
When was the last time you paid a medical bill? How was your experience?
What current processes do you have to pay their medical bills?
What range of emotions do you experience when paying your medical bills?
Are specific tasks in the medical billing process difficult? If so, what?
How do the methods of medical billing impact your life?
Preliminary Interview Questions
In my preliminary interviews, I heard several users say they wanted a functional system (process) that could aid in organizing and paying their medical bills on time. Overall, patients want to prepare- the sentiments of being unprepared caused the most stress. This led me to tailor a billing experience to the patient (user) instead of the providers and insurance companies.
Preliminary Findings
Personas
Say hello to Becca, a new mom.
“No upfront knowledge of the cost except co-pay. Then a vague bill afterward - no way to identify if it’s correct. One thing can be coded four ways- totally overwhelming.” - Becca
Say hello to Jack, a small business owner.
“I currently have a bill for over 3K that should be billed to someone else but is under my account.” - Jack
Say hello to Sarah, a millennial.
“Considering they are my medical records and I am the client, I should have full transparency and understand the meaning of all my medical records.” - Sarah
Sketches
Create a Profile
Hamburger Menu Options
Home Screen
Creating a Profile
Scheduling an Appointment
Scheduling an Appointment (cont.)
Confirmation
Reschedule Appointment
View of Medical History
Guerilla Testing
Create an account, then log in
Create an appointment, then reschedule
View your medical history and change the result date
Create an appointment and leave a message for your doctor
View all your appointments through the View Calendar option
Specific tasks to complete.
Label back and sort features.
Create a stand-alone reschedule button.
Include an edit and home button when viewing all appointments.
Create a more intentional hierarchy and better acknowledge my users' cognitive load.
Participants will return to the homepage, not the hamburger menu, unless they choose to do so.
Create drop-down options in the hamburger menu so users can see the content included in each section.
Feedback received
Wireframes
Creating a Profile
Appointments
Medical Profile
Usability Test 1
People Interviewed:
5
Tasks to complete:
-Create a Profile.
-Check the billing status of your most recent claim.
-Delete a Provider.
-Reschedule an appointment.
5/5 users could not delete the provider.
Color code bill status throughout so users can quickly glance at and process information.
5/5 users were confused about rescheduling appointments. The reschedule button was not apparent to all users.
3/5 testers felt there were too many taps before arriving at their destination.
Not all menu options are working correctly in Medical Profile.
Sort menus were not functioning correctly throughout the app.
Usability Test 1 Feedback
Usability Test 2
People Interviewed:
5
Tasks to complete:
-Create a Profile.
-Check the billing status of your most recent claim.
-Delete a Provider.
-Reschedule an appointment.
Usability Test 2 Feedback
When running the second usability test, all issues that need my attention now are minor and aesthetic. Users indicated the repetition of screen layouts made the app's usability “very easy” and “natural.” All users appreciated the color-coded consistency of billing status.
Manage Medical is a SaaS one-stop shop for medical accounts and needs.
Sentiments
This was my first project as I embarked on my adventure to become a UX/UI designer. There were a lot of growing pains as well as failures. However, I used these opportunities to learn and improve. User feedback provides valuable insights that can lead to refinements and enhancements in subsequent iterations. Flexibility is critical not only in design but in mindset, too. My overall experience was excellent - interacting with people toward better functionality and aesthetics and figuring out the whys of these two things is extremely rewarding.
Lessons Learned
Through my interviews and interactions with users, I found there are basic features that an app like this must have to be successful, such as a seamless system for creating profiles, the functionality of setting appointments, updating prescriptions, and accessing medical records. What also quickly became apparent was implementing user testing early and consistently throughout the design process. Addressing issues in the early stages prevents costly revisions later and ensures a more seamless user experience. My biggest takeaway from this experience? People want to feel empowered and competent regarding their medical experiences and interactions.
Next Steps
My first updates would be to enable video chat, make notifications more obvious, and make the app super efficient for people on the go.