• Simplify the payment process to reduce stress and confusion.

• Help patients and families feel confident completing transactions.

• Offer a new online payment method for added convenience.

• Increase payment completion rates.

• Reduce customer support inquiries and workload.

• Minimize patient out-of-pocket revenue loss from late/no payments.

Following our first team feedback loop, we decided on prioritizing the payment details section we wanted users to focus more on completing the necessary fields to submit a payment.

A major challenge in this project was the complexity of integrating with our various treatment center locations and their different electronic health records (EHR) software. This problem necessitated updating the EHR software at all our treatment centers before launch to ensure it works with Usio's API.

To navigate around this roadblock we chose (1) out of our (7) locations to initially launch our payment portal with. We expedited the EHR software upgrade at this location, and would introduce this feature to other locations once their upgrades are complete. This would allow us to gather user data and feedback during the roll out to help improve future design updates.

We conducted an online unmoderated study of our prototypes using a platform called “UserZoom”. Because of time constraints I stuck to testing with a sample size of 5 users. This would provide me enough usability feedback to push our MVP forward. The usability test involved presenting (5) users with an interactive prototype of the payment portal and observing how they navigated the interface.

• Participants' screens and audio were recorded as they spoke their thoughts out loud while using the clickable prototype.

• Participants were asked to complete tasks such as making a payment and setting up a payment arrangement.

The data we collected included success rates for task completion, time taken for each task, and user feedback on ease of use and clarity of instructions.

1. Success Rates: 100% success rates for completing tasks among all participants.

2. Time to Complete Tasks: On average, most users were able to complete both payment and payment arrangement tasks within 5 minutes.

3. Clarity of instructions: Some participants highlighted the need for clearer instructions, particularly regarding payment frequency options.

4. Visual cues and indicators: Suggestions were made to incorporate more visual cues, such as progress indicators or confirmation messages, to enhance the user experience.

5. Understanding payment frequency options: Some users expressed confusion or uncertainty about the available payment frequency options, suggesting the need for additional context or clarification.

This project was both beneficial and demanding and represented an important step in my career, shifting from marketing design to operational design. I deepened my knowledge of the addiction treatment space and recognized the substantial role design can have in improving operational efficiency.

An area I felt I grew in was balancing empathy and usability. By focusing on creating a simple intuitive user experience, I was able to design a solution that was accessible and easy-to-navigate. The project's effectiveness was demonstrated by a 21% increase in collection efficiency.

Furthermore, this project helped me hone my skills in stakeholder communication and cross team collaboration. It taught me how to manage the complexities of their needs and limitations. This cooperation was vital in coming to a solution that satisfied both patient requirements and business goals. Through repeated feedback and ongoing refinement, I improved my capacity to merge various viewpoints into a unified design solution.