Blue Shield of California - Provider Claims Search
Project Overview
Description
Designing an easy to use claim search form for Blue Shield of California Providers.
My role
I was brought in as accessibility SME and UX Designer to redesign the Provider Claims Search. My responsibilities included designing several versions of the search, building a prototype and working with the research team to test and iterate on the designs.
Main areas of responsibility:
- Accessibility audit & development guidance
- UX analysis (requirements, gap analysis, development)
- Design (layout, component organization)
- Prototyping (context and flow for moderated usability testing)
The Challenge
Current State
The Blue Shield Provider portal is where healthcare providers manage their accounts, search for claims and oversee patient activity. Creating an easy to use and streamlined design is critical to the success of the portal and the happiness of providers.
User Pain Points & Compliance Issues
A recent redesign to the Provider Claim Search had changed the search layout which confused many providers and resulted in many complaints and lost revenue. The goal of this project was to fix and update the search to make the intention clearer and more universally understood. A top task analysis performed with 71 providers showed that checking on the status of a claim is one of the top 3 tasks in the entire Provider portal.
The major issue with the claim search was that it wasn’t clear what was required to search – users thought they had to enter several search criteria and were frustrated with the experience.
Our goals were to:
- Increase customer satisfaction by streamlining the search
- Clean up content and language
- Clarify what information is needed to search
Since implementing our new claims functionality, providers have been commenting that they are unable to search claims, payments and EOBs.
Provider Product Manager
Research
Design
I read the recent comments from users to understand their pain points. I then did some comparative analysis. After understanding the requirements of the users (from Product) and the constraints of our development team I began putting together some ideas. This was done in tandem with the UX research team.
Ideate
Using the old design and two new versions, I created 3 versions of the claim search, presenting to the product and user research teams. By folding in universal design and material design principles I was able clean up the look and feel of the search fields.
Test
For this project I used a combination of Adobe Xd, Sketch and InVision to build out an interactive click through prototype that featured a hybrid of all of the design concepts. Our user research team conducted moderated user testing with 6 Providers.
Option A
Option A
Option A
Radio buttons, vertical layout
Option B
Option A
Option A
Simple selection - bold, blue, underlined
Option C
Option A
Option C
Tabs with a horizontal separator
Results
Feedback from the User Research Team
Based on the 6 Providers that we interviewed, the new Claim search design was clear and understandable. The new design successfully addresses the chief problem from the online feedback previously received. Experienced providers were all able to successfully search for claims. Success!
Makes our job easy to search for claims using only one search field…This is very user friendly. This is what I would hope for.
Provider research participant
Final design
Option C
The clean simplicity of option c won out and users were delighted with this new way to search.