Bill pay features add value to healthcare management app
Summary: Facilitated prototype integration into Journi platform by collaborating with business owners, product managers, designers, and developers to manage features from end-to-end
Product overview
Journi makes it easier to stay on top of your health—anytime, anywhere—with real people to talk to in this easy-to-use app. With Journi by your side, you can make better, more informed decisions—saving you time and money—so you can get back to living your best life.
Value-prop
Connect with a care guide who’s ready to help you with even the toughest tasks
Manage your entire family’s health info—like quickly pull up your daughter’s medication allergies or know the date of your last check-up
Decipher medical bills and stay on top of your health care finances
Find care including doctors and specialists, where and when you need it
Schedule appointments for everyone in your family
Compare medications and find the best option for you and your budget
Feature integration
Framing the problem
Interviewing users to identify unmet needs
Participated in group interviews of HealthPass prototype users in order to align on feature integration needs
Conducted individual interviews of HealthPass prototype users to gain insight into payment scenario pain-points
Solution ideation
Acting as Design Lead and Product Manager, I designed and executed new features based on findings uncovered during interviews of HealthPass prototype users
Facilitated design of first-run education to onboard users to Finance features
Revamped language to address payment confusion identified during interviews
Implemented payment interrupts to limit double-payments and overpayments on specific bill types
Design implementation
Acting as Product Manager & Payment SME, I facilitated the HealthPass prototype integration into the Journi platform by collaborating with business owners, product managers, designers, and developers to manage features from end-to-end
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Feature study: payment interrupts
Problem: How do we help consumers when they are confused about bills in the app?
Framing the problem
Bills paid outside the app
App won’t know about payments unless manually added by users
The health plan is not notified of payments made directly to providers
Telehealth visits
Similar problem, but patients are often required to pay at time of service, meaning telehealth bills could be accidentally double-paid
Old bills
Similar problem, but patients are often required to pay at time of service, meaning telehealth bills could be accidentally double-paid
Readjudicated bills
Similar problem, but patients are often required to pay at time of service, meaning telehealth bills could be accidentally double-paid
Process overview
Framing the problem
I was part of a cross-functional team that was conducting interviews of HealthPass beta app users in order to identify feature needs
Interviews revealed a significant number of users expressing confusing about bills
We reviewed all interview notes in order to uncover themes
Themes identified: Confusion about bills paid outside of app; Clarity of ‘Ready to pay’ language’; trust in billing data; clarity of product features
Solution ideation
Payment interrupts
Conducted preference tests on interrupt language and location of interrupt within workflow
Educational UX
Explored onboarding scenarios to educate users about features and payment issues
Explored embedded UI education
Design implementation
Scenario: Record a payment on a previously paid ‘old bill’
Design implementation
Scenario: Review changes to readjudicated bill after notification