Insurance Verification

New Feature

Goal

Allow patients to verify their insurance before a visit

Methods

Unmoderated Usability Study (A, B Testing), Moderated Usability Study, High-Fidelity Mockups

Contributions

A, B testing for unmoderated usability study
Moderated usability study
Resolved conflicts and handed feature off for development

Overview

This feature will allow a user to "verify" or check to see if their insurance can be used for a particular visit with their chosen provider.

Insurance verification offers:

Informs patients and providers if insurance has been verified
Enables price estimation for a visit
Allows multiple insurances to be added for family visits
Allows patients to make updates to their insurance information

The Process

Overview

This feature had been developed a few years ago, but never launched. I picked up the project, identified areas that may cause friction for users, and further simplified and streamlined the process for an easy to use insurance experience.

User flows
Unmoderated usability testing
Moderated usability testing
Final design and hand off

1.0 User Flows

Discovery

There are many variables in this project that had to be accounted for. Creating user flow diagrams helped to clarify what new UI components needed to be developed. It gave the team clarity about how to adapt this feature to all users given multiple contingencies.

2.0 A, B Unmoderated Usability Testing

Discovery Validation

I created an unmoderated A, B usability test to further investigate the points in this interaction that I anticipated users would be confused.

I was surprised by some of the results. I had originally incorporated too many notifications. I then adapted the design based on the feedback.

3.0 Moderated Usability Testing

Discovery Validation

I conducted a moderated usability session with 10 participants to validate the design changes that I had made. Most users were able to go through the insurance verification process easily. I did gain further insight to fine-tune some of the notification language used.

4.0 High Fidelity Designs & Handoff

Discovery Validation

I met with our client who had requested this feature to verify that it would meet their requirements. After getting approval I handed off the project to my engineering team and supported my team throughout the feature development process.

Adding Insurance

The user needed to have the option to add insurance or not add insurance. They also needed to know that they could add insurance later.

Notifications

These toast and banner notifications inform the user if their insurance has been verified or not.

Adding/Editing Insurance

These frames allow a user to add or edit their insurance later in the insurance flow.

Limits & Challenges

Limitations

Tight timeline- Because this project was a requirement for a new customer, it had to be completed in time for their go-live date.
MVP- Because of the tight timeline on this project we implemented a MVP solution.

Challenges

Complexity of Use- The feature had to be very adaptable to fit users who added insurance, who didn't add insurance, who wanted to add insurance later, etc. It also had to adapt to the variety of insurance settings applied to each clinic such as billing, requiring insurance, or not requiring insurance.

Results &
Reflections

Results

This feature required a lot of support to engineering in the development process. Because the feature had been halfway developed in the past there was a lot of confusion about old and new functionality. I really learned the importance of working closely with engineering to ensure that all of the requirements and functionality is well understood.
The solution we implemented did leave a gap in the user experience for a user who chose not to add insurance. They may go through the process not realizing they would be charged a different rate for not adding insurance.

This issue was brought up by our client and we were able to figure out some verbiage used in a customizable field that resolved this issue.

Next... Insurance Estimation

Feature enhancement

I also created the next iteration of this feature that included cost estimations for the visit.
This feature would allow a user to view their co-pay cost, how much of their deductible they had used, and how much their insurance would cover.