Make hospital visit a painless experience
The Visa HealthPay project spanned 3 months and covered the entire design process from research to final prototype. Our goal is to help patients make payments easily after their hospital visits. We successfully helped the patients pay seamlessly in the mobile app by connecting different type of insurance accounts for them and introducing rule-setting feature that automatically handles the payment based on the rules they set.
My Role: UX Designer | UX Researcher | UI Designer
Process: Research | Analysis | Ideation | Prototyping
Tools: Illustrator | Adobe Draw | Sketch | InVision
We embraced the design thinking process to approach the challenge. We hosted a design thinking workshop which also educated people from other departments with the benefit of adopting design thinking method in their work.
Design Thinking Approach
We followed the design thinking process to solicit user's needs. In order to understand user's real need, we conducted user interviews to learn more about their experiences dealing with healthcare and their pain points when dealing with bill payments after their doctor visits. We then build empathy maps for each user and brainstromed solutions based on the insights generated from them.
Interviews & Empathy Maps
We did interviews to learn about people's behaviors and their experiences visiting hospital and handling insurance bills. We used empathy map to capture what they told us and was able to generated helpful insights which then informed our solution.
"You should get a confirmation when a claim is resolved, instead of the billing just stopping."
"In general, healthcare is smooth,
"Using paper and checks is very outdated. I don't even have stamps!"
"I would be in so much debt if I weren't on top of tracking my insurance progress."
"I haven't had any easy time EVER with my reimbursement."
What we learned from our research
People have no idea if their doctor visit will be covered by their insurance or not.
People don't know how to pay for a visit. HSA? FSA? or their own debit cards?
People have no clue how would they receive reimbursement. How long do they need to wait for the reimbursements to settle?
Design Thinking Workshop
We hosted a design thinking workshop in our San Francisco office. While sharing back our learnings with the stakeholders, we also leveraged our collective wisdom by building a multidisciplinary team and bringing many voices to the table. During the co-creation process, we went out of our camps to bring a multitude of skills and philosophy into the room.
During the workshop, we shared our interview insights with the healthcare team and co-created the solution together. We split up in teams for brainstorming and storyboarding exercise. At the end we had a shark tank style competition in which each team has to present their idea to the sharks/judges. The winning team gets the resources to move their idea forward.
I made a storyboard to illustrate the use case for the our design. The storyboard also helps the workshop participants to communicate the idea to their stakeholders when they need to get buy-in from them.
I made a storyboard to illustrate the use case for our design. The storyboard also helps the workshop participants to communicate the idea to their stakeholders when they need to get buy-in from them.
James is playing Pokemon Go while walking. He slips on a banana peel and hurts his leg.
He quickly opens up Visa HealthPay app on his phone and checks if his visit will be covered by insurance.
James is able to focus on the treatment because he knows he doesn't need to worry about the payments afterwards.
He gets an notification reassuring him that he's all set upon leaving the doctor's office.
After a few days, James gets another notification telling him that his reimbursement has been deposited.
We mapped out the app navigation flow before creating the design to make sure our solution make sense and is easy to use. We also agreed on the content of each screen to make sure there won't be big surprises when the design is delivered.
Our solution focus on a very specific pain point we identified - people don't know how to pay for their visits. We started from solving this particular problem and agreed to move on to other pain points in the future.