The Revenue Cycle Website Redesign

Project Overview:
The Revenue Cycle Website Redesign project aimed to enhance the user experience and accessibility of financial information and assistance services on Providence.org. In response to growing external pressures for digital financial engagement and regulatory visibility, the project sought to improve communication clarity and streamline navigation through financial pages.

Key Objectives:

  • User-Centric Design Enhancements: Optimized task flows for Online Billing Payment and Financial Assistance, creating a user-focused financial content strategy for Providence.org.

  • Improved Communication & Transparency: Elevated visibility of Financial Assistance options to meet regulatory standards and ensured clear, timely patient communication.

  • Enhanced Patient Engagement: Positioned Providence.org as the central hub for financial engagement, expanding usability-driven content with new Price Transparency and Billing pages.

  • Streamlined Navigation & Accessibility: Simplified navigation to enhance user interactions, introduced dynamic pathways to key information, and added advanced accessibility features, including customizable text sizes and screen reader compatibility.

  • Operational & Technical Improvements: Resolved cross-state inconsistencies, streamlined website structure for easier maintenance and third-party integrations, implemented a scalable digital-first support system, and enhanced the adaptable design system.

My Role: I drove the project’s vision and execution, leveraging Service Design methodologies such as ecosystem maps, journey mapping, and concept development. I translated customer research, analytics, business, and engineering insights into actionable artifacts, while crafting a comprehensive web product strategy aligned with the company vision. I was hands-on with design compositions and prototypes, user tesing and collaborated closely with external agencies, internal cross-functional teams, and executive stakeholders.

Conclusion: The Revenue Cycle Website Redesign was crucial for aligning Providence.org with digital engagement trends and regulatory standards. By emphasizing user-centric design and clear communication, the project streamlined the patient financial journey and achieved a 65% increase in user engagement and a 30% boost in traffic year-over-year, effectively meeting user needs and business goals.

Digital Registration POC

Project Overview: The goal of this project was to enhance financial outcomes for both Providence's customers and caregivers by delivering a memorable and engaging first impression. We aimed to provide a streamlined, fully digital registration process for patients, tailored to their unique needs, and to reduce manual processes for caregivers, enabling them to focus more on patient interactions.

My Role: I led the efforts in conducting competitive analysis, utilizing a minimal data set from Epic, and employing card sorting techniques to organize and structure information effectively. I managed the design phase, developing and refining user-friendly solutions, and conducted testing among caregivers to ensure the final product met their needs and improved their workflow.

Voice of Customer Survey Templates (Qualtrics): Optimization and Branding

Project Overview: The project focused on optimizing Voice of Customer (VoC) survey templates using Qualtrics. I've enhanced the user experience at the component, page, and category levels. All screens were updated to incorporate the latest UX standards for web & mobile and branding standards for a cohesive experience. During the evaluation and optimization phase, I reviewed about 50 screens, identified commonalities, pain points and organized them into five categories, which optimized the funnel by at least one-third. Design deliverables were prepared and successfully transitioned to the VoC team for further work with the Qualtrics development team.

My Role: I led the discovery and design phase, ensuring alignment with stakeholders on optimizing UX/UI across various levels. I provided detailed design deliverables and instructions for the transition to the VoC team. This included preparing comprehensive materials for successful collaboration with the Qualtrics development team to implement the optimized survey templates.

Vision Prototype Screens for Digital Financial Application

Project Overview: The project aimed to develop vision prototype screens for a digital Financial Assistance application, enhancing user experience through streamlined navigation, advanced accessibility, and minimal manual entry. Key updates included creating dynamic pathways for easy access and integrating secure data handling features, such as using W-2s and other income resources through secure sign-ins. This approach not only aligned with innovative, streamlined processes but also focused on simplifying interactions and improving user engagement.

My Role: I led the design efforts, focusing on user experience, accessibility, and operational efficiency. I worked closely with stakeholders to incorporate advanced features that minimized manual data entry and utilized secure pathways for data integration. My role involved ensuring the design facilitated a seamless and secure user flow, contributing to an enhanced and efficient financial assistance application.