Payments Processing

Roles: User Research | Experience Design

Tools: Figma | Usertesting | Sketch | Invision

Project Overview

A fortune 500 insurance company was creating a new web application for their claim reps. I was brought on and tasked with redesigning a legacy application using the modern design system and latest UX standards.

My projects, which are sensitive information, included creating a payment flow to increase rep productivity and reduce time between claims, Medicare/Medicaid flows for injury reporting, design system migration and development from Sketch to Figma, and researching/workshopping a feature request flow and updated landing page for the company design system.

My Contributions

• User Observations
• Stakeholder Interviews
• User Testing
• Design System Migration and Development
• Wireframes
• High Fidelity Designs
• Interactive Prototypes

*These are mock designs of the payment grid due to disclosures. Only a few views are available.*

Clicks cost seconds

• During observations and usability tests we noticed that few reps needed to go as far as looking into invoice or payment details. If they did it was for a handful of data points. By creating this snippet card reps are able to quickly view the most prominent info that was hidden behind a click. This saved the reps a click and valuable seconds in a world where efficiency matters.

Key Takeaways

1. Users very rarely used the detail pages. If they did it was only few data points they looked for. I incorporated a snippet feature for both invoice and payment numbers on the table so they could quickly find those important details that were initially behind a click & load.
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2. The cleared column was in legacy but a few users never noticed it. By making this column stand out more they were able to find it easier to know if payments had cleared.