Doctors and nurses have been suffered from complicated tele-health systems and also losing track of multiple bills and claims. Doctors and nurses, especially under the pandemic, are working under high pressure and normally do not have time to fully master the electronic systems. MediFin is an app dedicated for healthcare practitioners to help them manage their bills and claims.
- Familiarized myself with clinics’ financial knowledge (the differences between claims and bills, how do clinics usually file a claim, the relationships among clients, clinics and insurance companies) within 2 days.
- Conducted comprehensive healthcare market research and analyzed the pros and cons of existing similar products in 1 day.
- Accomplished 3 rounds of iterative user testings(testings and then modifying based on the results) that were not required and demanded by the supervisor and gained recognition from the supervisor.
- Increased the task-completion rate of using the app from 33.3% to 100% and reduced the mis-click rate to 6.7%.
API Design Approach
I have done three rounds of user testings. Based on the user testing and feedback from my colleagues, I have refined my design three times.
Task 1: See the overview of claims and find the rejected claim
Task 2: Message the insurance provider
The first user testing showed that users did not know where to click in order to message the insurance provider. No users have reached to the message page from the previous layout. 4 users have complained during the debrief sessions of the testing about the “message” button being too small and hidden. Then, I revised the buttons into two huge buttons. However, as the user click map shows below, users clicked other places and were a little bit confused. In the end, I changed the layout into three huge buttons in order to prevent the confusion.
Task 3: Create a bill for the rejected claim
This task went surprisingly well on the first user testing, so I added more features for this task: ability to add more visit activities and ability to tab the white areas in order to go back.
- I have learned to use Figma to design micro-interactions
- the navigation errors such as “no back buttons” should be resolved in the paper prototype phase
- during the paper prototype phase, I should also have to looked through the workflow and seen whether the workflow makes sense logically
- each page should has its own focuses and features, so I cannot include too many features one page; instead, I should emphasize the critical features by making larger buttons/bolder colors so that users would know where to click
limitations and next steps
- primary and secondary research should be more detailed and specific about the tele-health industry
- user testings should include more healthcare professionals in order to find out whether the claims and bills overviews are logically appropriate
- do not make any assumptions about users until the user testings
- do not pursue simplicity without clear information/instructions.
- the more user testings, the better (within the constraints and users recruitment requirements)