At A Glance

Problem: More often than not, medical bills are a source of confusion for patients and families. There is currently no standard for consumer medical billing documents: bills vary in content, presentation, and use of health industry jargon. Consumers also receive bills and explanations of benefits from multiple sources for the same episode of care long after the encounter. It can be difficult to understand what expenses the insurance plan covers and what amounts consumers are responsible for paying, and it can be difficult to verify whether the bills are correct or complete. This can result in anxiety or frustration, and can lead to problematic outcomes, such as hesitancy to seek care, non-payment, under-payment, or over-payment of medical expenses.

Solution: Created a concept called A Straight Deal: Cards UI Design with “No Surprises” Billing Flow. The design positions healthcare provider organizations as a trusted partner in patients’ health and financial stability by reducing patients’ anxiety, providing just enough information at just the right time, and by using natural language through multimodal touch points including text messages, a traditional paper bill, and a rich claims & billing area of an online portal.

Context: side project, working remotely in a group with 2 other members

Role: project manager, created prototypes and final designs, ran part of the testing with users

Time: 6 weeks

Lesson: Medical billing is a behemoth of a machine with loads of edge cases to account for when designing.

RESEARCH // DESIGN THINKING // PROTOTYPING // INTERACTION DESIGN // MOBILE DESIGN // HEALTHCARE DESIGN