Building Momentum
Using Progressive Guidance to Drive the Patient Application Workflow
Role
Lead / Solo Product Experience Designer
Team
Product Manager
Software Engineer
Company
Annexus Health
Context
Financial counselors rely on daily manually generated reporting to manage their caseloads on a day to day basis. Their time is then mostly dominated by status tracking of patients rather than advancing the patient’s financial assistance application. I identified the critical need to shift their time from monitoring to task completion.
Problem
Critical Dependency
Financial counselors heavily relied on reporting handoff, creating a bottleneck in the operational workflow. Without the manual reporting, financial counselors are left without direction.
Disproportionate Time Allocation
Due to the lack of status structure visibility, financial counselors spent a disproportionate amount of time researching patient status, preventing valuable time allocation to the progression of the patient’s financial application.
Observational study and user interviews with the managers and financial counselors revealed a stagnant workflow.
Strategy & Collaboration
Stakeholder Discussion
I facilitated alignment discussions with internal stakeholders to define the strategy and direction. The conclusion was to pivot and restructure the patient platform into a progressive, milestone-driven workflow.
Technical Feasibility
I collaborated with the development team to discuss technical constraints. By leveraging our existing infrastructure, we were able to deliver a high-impact solution that fit the technical roadmap.
Business Strategy
Solution
I designed a guided, progressive user flow to drive user momentum of the patient application process as well as centralize patient status tracking more effectively to remove administrative bottlenecking.
First Steps
User Flow Alignment
I led a series of wireframe alignment meetings with the product manager and internal stakeholders bridge the gap between technical restraints and user needs. After multiple iterations, we reached a consensus on the specific user journey.
AI-Augmented Workflow
By integrating AI to facilitate rapid prototyping and content generation, I accelerated the iteration process and automated repetitive tasks. Higher efficiency allowed me to handoff high quality designs well within the project roadmap deadline.
Final Designs
Leveraging existing tasking infrastructure and integrating with new patient application feature.
Allowing quick managerial preparation by assigning caseloads in bulk.
Clear action button to progress the workflow of the patient while exposing the patient’s current application status
Within a single click, navigating the user to the exact page to complete the task required to progress the patient’s application
Centralized patient applications for straightforward user decision-making.
More Works
arrow-down
