Kareo Subscription Plans

UX design & research: Erica Lin
Visual design: Erica Lin
Tools: Figma

Overview & Background

Kareo is an EHR (electronic health records) software provider, that also includes a billing and payment solution. Kareo is a B2B2C product, with the software primarily used by health care practices and billing companies (B2B), and an additional patient portal primarily used by patients (B2C). The B2B customers will be referred to as “customer users”, and the B2C customers will be referred to as “patient users”.

The Problem

In today’s healthcare landscape, more practices are looking to implement a subscription-based pricing model instead of accepting insurance (or in addition to accepting insurance). Our payment product does not offer subscription plans or recurring payments of any type. Our sales team is seeing deals lost because of the lack of recurring payments.

The Solution

The MVP subscription plan feature would accomplish the following goals:

• Create and manage different subscription plans with different services and pricing

• Enroll or add patients to subscription plans, and then manage all patients in a plan

• Automatically charge patients based on their subscription plan enrollment

• View reporting and metrics related to subscription plans

Additional features I was wanted for future phases:

• Automatically deduct services from the plan as they are used by the patient

• Make customizations to a plan per patient

• Collect payments outside of the recurring subscription plan price, but related to plan add-ons or up-sells

Road Blocks

For this particular features, we ran into a lot of road blocks to get the most ideal subscription plan feature. The particular item we ran into issues with was being able to track the “services” or “procedures” included in a subscription plan. It took a lot of cross functional collaboration with engineering and other teams to architect a solution that would work with our billing workflows.

Deliverables

• Affinity Map - Key takeaways from discovery research

• System map - A diagram mapping out the user’s steps, accounting for as many scenarios as possible

• Prototype - A comprehensive clickable design that conveys to developers how the working product should function

Process

1. Discovery research to get a better idea of the persona and mental model of our users. This was a brand new feature not only for our software, but in general to the healthcare industry, so this discovery research was critical to determine what our users needed. See the affinity map.

2. Wireframing a few variations of the subscription plan feature. My typical process includes presenting a few different ideas to my Product Manger, and deciding together which idea fits best.

3. Usability testing was conducted to ensure this experience was usable and met user expectations. We are still in the process of conducting usability tests at the point of writing this.

4. User flow and journey diagramming was crucial to ensure we did not miss any steps in the process. We had a lot of scenarios to account for and this is the main method of recording. See the user flow.

5. Prototyping the complete user interaction. These prototypes leveraged the components in our design system, making it easy to create high fidelity prototypes. I had to run this by the Product Manager to ensure it was hitting all the right requirements.

6. Implementation of the final product. Once we tested our prototype and validated it was usable, I worked with the PM to write requirements. I also assist with any front-end user stories if needed. I worked closely with the developers to ensure that all the functionality and UI was implemented correctly.