Patient Billing & Payments
Summary
As the product designer at Movn Health, I led a project to enhance the billing process for medical billers and improve the payment experience for patients. I owned the project from concept to implementation, collaborating closely with users, stakeholders, and a cross-functional scrum team. As a result, I designed a solution that automates parts of these processes through API integrations, reducing billing time by 40% and paying time by 70%.
Case Study
Role: Product Designer owning the project end-to-end from concept to implementation
Team: I worked in an agile with a scrum team made up of 1 PM, 2 engineers, and 1 QA
Stakeholder: Medical Biller
My Timeline: 4 weeks
Skills & Tools
User Research - Contextual Inquiry, Qualitative Interviews
Personas
User Journeys
Task Flows
Wireframes, Mockups, Prototypes
Usability Testing
Figma
The Problem
Movn Health, a tele-health company, was losing revenue due to slow billing and unpaid medical bills. Currently, the only way patients can pay is over the phone.
Design Process
User Research
I started this project with user research to understand the pain points and needs of the 2 users involved, medical billers and patients. Based on qualitative interviews, I created personas for the 2 users to capture their main pain points and goals.
Personas
User Journeys (Simplified)
Based on the interviews with the medical biller, I captured the main steps of billing a patient in the user journey. This helped me identify what specific areas need improvement.
Key takeaway: The main pain point for the biller is calling patients about each bill.
I also captured the main steps for the patients when paying for bills in the user journey below.
Key takeaway: The negative experiences occur when patients receive a call about a surprising balance and are asked to give out sensitive payment info over the phone.
These user journeys helped identify what specific areas need improvement and opportunities for the design to improve the user experience.
Task Flows
I collaborated with a PM and an engineer to draw out the task flow for billing a patient to understand interactions between different platforms.
Key Takeaway: To make this task as efficient as possible and to automate some steps, our solution would needs to integrate with 2 different APIs.
Current Billing Flow:
NEW Proposed Billing Flow:
Result: Automating these steps (gray boxes) increases efficiency because it reduces 3-8 actions taken across 4-5 different platforms to only 1-2 actions across 2 different platforms.
Wireframes
I drew different concepts for how to view and track patient bills. I presented these to the PM and we decided to go with the 2nd concept because of scope, technical feasibility, and faster learnability due to the urgency of the problem.
Usability Testing
Final Design
Overview
The main concept for the design solution is a digital method for the medical biller to bill patients and for our patients to pay their bills. This improves the experience for the biller by making it more efficient to create bills. This also improves the experience for patients, because it makes paying bills faster and more convenient!
Major Design Decisions
Final Prototype (Figma)
Web Dashboard Prototype: For Medical Biller (stakeholder/user)
Task Flow: Create a new request for a payment
Mobile Prototype: For Patients (customer & user)
Task Flow: Review & make a payment for $300.
Outcome & Impact
Additional Info
For more details, feel free to contact me at yukaokina@gmail.com or reach out on LinkedIn for any pressing questions 💁♀️