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

Currently, the only way for customer users to send statements to their patients is through a manual process. This requires the user to filter through a list of eligible patients, choose which patients to send a statement to, and then send the statements in bulk. This user needs to repeat this process manually ever week, month, etc., which is very manual and takes a lot of time out of the users day.

The Solution

To automate the statement sending process, we implemented a per-patient, pre-set schedule that would email, text, or mail statements. For the MVP, we created the following solution:

• Every patient enters a pre-determined statement sending cycle when a balance is added to their account (not customizable at this time)

• Once a patient makes a payment, they are removed from the automation cycle

• Users can see a list of all statements that have been send out via automation to ensure patients are receiving statements

For future iterations, I designed additional features:

• Customization of the automation schedule; monthly and weekly cycles

• Detailed patient record of current cycle status and past statements sent

• More informative metrics

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 research also helped us understand how our customers would like to automate and what type of features they’d like to see. See the key takeaways.

2. Wireframing a few different types of automation workflows. 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 first conducted customizable automation for week/month. We had good results but decided to pivot so needed to test the per-patient cycle. The goals were to ensure the design aligned with our customers’ business processes and mental models. See the testing results.

4. User flow diagramming was crucial to ensure we did not miss any steps in the process. 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. See the prototype.

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.

7. Tracking metrics to ensure we capture any quantitative data that can help iterate the experience. See an example of metrics.