Healthcare claims management system.
The brief.
A Fortune 500 healthcare company with whom Ascendum has worked before, asked us to improve the user experience and redesign one of their internal platforms for claims submission and management. One of the conditions was that we would be subject to using the PEGA design system that the platform already used before, but was not updated or well used.
Our approach.
Our team had multiple side by side sessions with users from different backgrounds and levels of experience with the platform. We watched the examiners working in real time. While they worked their claims inventory we listened to their issues and asked questions establishing a relationship with the end user to truly understand how they are using the platform and what they need to do their job more efficiently.
Identify pain points with highest operational impact
Overall layout had problems, burden on the user and difficulty in learning the system.
The outcome.
The result was a platform with more efficient workflows, more customization, larger fonts in accordance with industry standards for easier reading, better screen organisation to avoid excessive white space and better proportion to content. We also reduced the number of claim lines the users see at one time to 15 and added a separate function where users open a new window to view all claims lines, and make edits without being limited to 15 at a time.
Solutions to resolve pain points
We designed solutions to resolve pain points while achieving technical and operation benefits.
Prototype to bring solutions to life
We create different prototypes so that the client could visualize our work, looking as real as possible, before moving on to the development and implementation phase.
