CONTENT

Context

Objective

Process

User interview

Affinity maps

Design system

Reflection

Impact

Claimocity (US Healthcare)

Reshaping Claimocity’ Revenue Cycle Management Flows

Increased user engagement with a complete restructure and optimization for Claimocity.

Client

Claimocity

Services

UI & UX Design

Services

UI & UX

Design

Industries

Healthcare

Date

2021-2022

Márton Bene

UX design

UI design

Visual design

Design system

Client communication

User research support

Orsolya Licz

Client communication

UX design

Conducting interviews

Project management

UI design

Design system

THE CONTEXT

In the US, doctors often dedicate a substantial amount of time to document patient information for billing purposes. This leaves them with less time to provide quality service to patients.

THE OBJECTIVE

Research, strategise and design an end-to-end mobile-first experience to give the US healthcare professionals a more intuitive way to log their visitations and other data with a focus on uncovering pain points of the previous product.

About the process

EMPATHISE

CONCEPTUALISE

DESIGN

EMPATHISE

2

3

Lacked understanding in customer wants, needs and expectations.

Current frustrations and pain points?

What did they really want?

What did they really need?

EMPATHISE

2

3

Dived into an intensive 2-week research sprint.

6+ user interviews

Had several meetings with the CEO

Gained extensive knowledge in a difficult domain

User interviews

“I want to finish the patient documentation ASAP”

“It would be nice if I could do multiple actions with more patients at once, for example to add CPT code for them)”

“Sometimes I feel I might miss 1 patient documentation, it would be great if I can see daily summaries or have any kind of notifications”

User interviews

“I want to finish the patient documentation ASAP”

“It would be nice if I could do multiple actions with more patients at once, for example to add CPT code for them)”

“Sometimes I feel I might miss 1 patient documentation, it would be great if I can see daily summaries or have any kind of notifications”

User interviews

“I want to finish the patient documentation ASAP”

“It would be nice if I could do multiple actions with more patients at once, for example to add CPT code for them)”

“Sometimes I feel I might miss 1 patient documentation, it would be great if I can see daily summaries or have any kind of notifications”

User interviews

“I want to finish the patient documentation ASAP”

“It would be nice if I could do multiple actions with more patients at once, for example to add CPT code for them)”

“Sometimes I feel I might miss 1 patient documentation, it would be great if I can see daily summaries or have any kind of notifications”

EMPATHISE

CONCEPTUALISE

DESIGN

1 2. CONCEPTUALISE

3

Overwhelmed with insights, we needed to start prioritizing to form a strategy.

Understand key painpoints, wants and needs

Classify all insights gathered

Present our synthesis to stakeholders

1 2. CONCEPTUALISE

3

Jumped into secondary research to form our product strategy and experience.

Created affinity maps

Prioritized customer painpoints, wants and needs

Presented the insights to stakeholders

Affinity map

In some cases the completing a process takes too much time

some flows are not clear

trouble seeing some information

Affinity map

In some cases the completing a process takes too much time

some flows are not clear

trouble seeing some information

Affinity map

In some cases the completing a process takes too much time

some flows are not clear

trouble seeing some information

Affinity map

In some cases the completing a process takes too much time

some flows are not clear

trouble seeing some information

Key takeaways

Needs better visibility for Patient data

Recognition rather than recall

Aim was to create an intuitive, seamless and faster experience.

Key takeaways

Needs better visibility for Patient data

Recognition rather than recall

Aim was to create an intuitive, seamless and faster experience.

Key takeaways

Needs better visibility for Patient data

Recognition rather than recall

Aim was to create an intuitive, seamless and faster experience.

Key takeaways

Needs better visibility for Patient data

Recognition rather than recall

Aim was to create an intuitive, seamless and faster experience.

EMPATHISE

CONCEPTUALISE

DESIGN

1

2 3. DESIGN

We were on a very tight deadline and developers needed to start building soon.

Should we design mobile first?

Did we need a design system right now?

What were the MVPs of the project?

1

2 3. DESIGN

Once we answered the burning questions, we commenced design right away.

Prioritised the sections based on impoartance

Moved forward with a mobile-first approach

Built a design system along the way

Design system

Needed to rethink the Typography, colours, input fields, all the components, interactions, layers...

It was build based on the atomic design system

Dark and light screen as well

A mobile-first experience

Introduced multiple mobile pattern like swipe options or specific calendar view and button interactions

Designs were made based on how users will be using the app on-the-go, in different environments and situations, and designed for those scenarios.

In the mobile design - we had to hide, remove, or just indicate some certain actions or tasks because of the limited space .

A mobile-first experience

Introduced multiple mobile pattern like swipe options or specific calendar view and button interactions

Designs were made based on how users will be using the app on-the-go, in different environments and situations, and designed for those scenarios.

In the mobile design - we had to hide, remove, or just indicate some certain actions or tasks because of the limited space .

A mobile-first experience

Introduced multiple mobile pattern like swipe options or specific calendar view and button interactions

Designs were made based on how users will be using the app on-the-go, in different environments and situations, and designed for those scenarios.

In the mobile design - we had to hide, remove, or just indicate some certain actions or tasks because of the limited space .

A mobile-first experience

Introduced multiple mobile pattern like swipe options or specific calendar view and button interactions

Designs were made based on how users will be using the app on-the-go, in different environments and situations, and designed for those scenarios.

In the mobile design - we had to hide, remove, or just indicate some certain actions or tasks because of the limited space .

My overall design highlights

This project had its own design challenges like difficult domain, automations and integrations also time pressure. This was a great learning opportunity for me to think in systems, find the most efficient methods, shortcuts, and ways of working.

The quality & completeness of the design system determined a lof ot the outcomes -» I found that the more work we put into it the better and faster we could work

Collaborating with the developers were really great, they had a lot of great ideas

My overall design highlights

The quality & completeness of the design system determined a lof ot the outcomes -» I found that the more work we put into it the better and faster we could work

Collaborating with the developers were really great, they had a lot of great ideas

My overall design highlights

The quality & completeness of the design system determined a lof ot the outcomes -» I found that the more work we put into it the better and faster we could work

Collaborating with the developers were really great, they had a lot of great ideas

My overall design highlights

The quality & completeness of the design system determined a lof ot the outcomes -» I found that the more work we put into it the better and faster we could work

Collaborating with the developers were really great, they had a lot of great ideas

IMPACT

6000 doctors
become active users

+20%
conversion rate.

Mobile use has taken the lead over desktop