Duration
2 Months
For this design research-driven project, I created a tablet based experience that reduced average waiting room time by 30% while increasing patient and staff user satisfaction.
Overview
An often overlooked but vital touchpoint in the healthcare system is the front desk staff. Non-technical receptionists are the first point of interaction a patient has when they enter a clinic or medical facility for their appointment. This project enabled healthcare staff to quickly collect payments in the reception area.
Existing Product
The existing Flywire staff experience had too many options and screens. This made sense as the existing staff experience was built as a hyper-functional tool for all healthcare staff to use- from customer support specialist to healthcare provider admins.
Process
I began by facilitating user research interviews with healthcare staff that used the existing software daily.
A trend that emerged across several interviews was staff were mainly using the existing product to collect payments on accounts. Most of the support staff functionality was used by staff in call centers, not front-of-house staff at facilities.
Based off several user research sessions, I was able to map out what the ideal flow for a standalone payment collection product would look like.
The ideal flow for a standalone payment collection experience based on user interviews
Results
Healthcare providers often struggle with online payments and financing options.
Money and medical information are very sensitive and serious topics, which requires building trust with users. It was clear that this was something many hospital payment systems were putting little emphasis on.
The existing product when I began this project had a very low conversion rate, around 30% completion of the user flow from initial engagement to payment receipt.