Hospital Billing App
The Project
Goals
Design an app for our patients that allows users to get an accurate, up-to-date estimate for their procedure(s).Challenge
Our patients often don’t easily have the cost information necessary to forecast their expenses or to save for a procedure.Results
The app makes users feel that our hospital is looking out not only for their physical well-being but also their financial well-being.Stats
Roles
Conducting interviews, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.Audience
Primarily those needing a hospital procedure, users of the hospitalDeliverables
- Paper & digital wireframes
- Low-fidelity prototypes
- High-fidelity prototype
Timeline
April - May 2021User Research
I conducted interviews to understand the current situation with how real world patients estimate their bill for a procedure. I took this information and was able to create two broad user groups; those you want to save for an upcoming procedure and those who want to forecast what their monthly bills will be.
After I developed personas and lo-fi prototypes, I conducted moderated testing with our user groups. From here, I was able to refine these into a representation of the final product
5 Interviews were conducted with three users of the age of 60 and two users who were parents in their 30's. Their characteristics included:
- 3 over the age of 60
- 1 with aphasia
- 1 who was a caretaker for parents
- 1 who is getting a knee replacement
- 2 parents in their 30's with a newborn
Persona and User Journey Map
Ideation
Crazy 8's Exercise
Wireframes
I made multiple drafts of each screen to generate ideas for our product. For the procedure selection screen, I wanted a layout that would be intuitive and feel familiar to our users.
When digitizing the wireframes, I found that boxes with buttons would be the simplest to scan, since information would be grouped, and a button would be an obvious way to navigate and move forward to the next screen.
Based on feedback from interviews, it was imperative to show a costs breakdown in order to gain trust from the user to know the accuracy of the quote