Payor User Metrics

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Payor User Metrics

Problem

Healthedge's HealthRules Payor is a core administration system for health insurance companies. Current users of the software were found to be keeping track on paper of their personal productivity within the system, so we set out to provide a faster and more convenient solution. For this project, the goal was to add functionality to Payor to easily allow employees and their supervisors to keep track of user productivity while processing insurance claims.

Early Design Process

Brainstorming

First Concept

The team brainstormed about all the types of information that a user would need to track, then we ideated on how we could help them track it. Together we created a low-fidelity concept, which contained information about the amount of time spent on each claim, the types of claims or issues, the amount assigned vs. processed, and the amount of productive vs. unproductive time (which was industry jargon that referred to time actively spent on a claim, as opposed to time doing work not directly related to a specific claim. An example would be attending training).

Ultimately, I moved away from this design with further iterations because it contained information that was superfluous to tracking productivity and was ultimately too similar to a current page within Payor.

Second Concept

For the second concept, I created a more traditional dashboard. This version easily allowed users to scan for basic information, and allowed them to drill down in order to retrieve more details. These designs remained in medium fidelity for several iterations in order to facilitate more active discussion with stakeholders and users. These conversations lead to changes in the requirements in each version, allowing me to focus on what data users would ultimately need. In addition, the product team ultimately decided to drop the feature of measurement for non-productive time, because conversations with developers lead to the realization that it was impossible to track that information within our current software.

Final Low-Fidelity Concept

Solution

The final concept clearly displays the productivity measurements, which allow for the user to view each metric at a glance. The user can then break down the information into further detail. This can be done by the user mousing over each pie chart, which shows an overlay containing the breakdown of the information by date within the center graph.