This healthcare client was a typical example of a team which had no idea about UX design. Their UX maturity was absent. I started out by going through all the materials they had on the claim processing legacy app because my task was to modernize the UI for their existing claim processing app. The app had been around for 2 decades hence, I had to learn a lot. I worked closely with my project manager.
I came up with a plan that the only way to display the value add of UX design to the client would be to come up with quick visual mockups of a screen flow and demo it with the client. This I came up within a weeks time. The client demo went well, and they were reassured enough to ask us to proceed with the UX. I prepared a questionairre and shared it with the stakeholders to answer. Their response helped in clarifying many insights that I had.
I went through many similar claim applications in the market and how their process worked. I absorbed some inspiration from them. I also went to the extent of signing up for a demo, and a person from that company demo’ed their software to me, and also gave me video links.
After this complementary data gathering process, I designed few concepts and reviewed it with my manager. There were two developers whom I worked with. I got their inputs as well. Finally one layout was selected, and created the complete flow before giving a presentation to the client.
We followed the Agile methodology, and I would give a demo to the client at the end of the sprint. I researched a lot for this project, and narrowed down the various fields needed all on my own. I referenced Postman to get field details. Conceptualizing a dashboard and it’s elements was a great exercise that I took up, and the client liked my approach. I used Figma throughout this project.
After completing my prototype and getting the go ahead from the client I guided the dev team on the functionality, and reviewed their work after completion so there are no errors while they presented the app to the client. As a UX Designer, I successfully modernised their UI and streamlined their claims process.
