This is the Claim Search section of NaviNet Open, a redesign of the legacy model based on countless workshops, ethnographic field studies, and user and accessibility testing sessions. My team and I created these designs grounded in accessibility standards, using guides and components of our newly created design system, Feather DS (https://feather.nanthealth.com).
Besides designing the UI and creating the prototype, I led design feedback sessions, directed and performed user testing, led accessibility sessions, created Information Architecture diagrams, and worked with product management on roadmap timelines. Even though NantHealth was a publicly traded company, it was run like a startup, and wearing multiple hats was necessary to meet very tight deadlines.
The main challenge of NaviNet’s redesign was antiquated legacy model interactions that we had to replace with modern design patterns. To ensure the redesign’s success, we tested our new practices continuously with real users to serve their behaviors and mental models.
The redesign aimed to lower customer service calls by roughly 40%. The redesign met that number, and as expected, Analytics data showed user behavior improvements in the redesigned areas.
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The initial search criteria page.
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Choosing a billing entity.
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A view of the search page with two tabs (Recent, Quicktips) that users can select to display in their settings. This screen also shows a notification when the system cannot process a request.
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The Claim Status Detail page.
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When selecting the Additional Information tab on the claim.
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I was scrolling down on the Additional Information tab.
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When clicking the History tab.
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Service line details, Adjustments tab.
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Service line details, Additional Information tab.
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The interface where the user can select what features to print.
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The arrow will return the user to the search results page.
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Back on the search results page.
Tasks: UX Design, Information Architecture, Accessibility Design, User Testing, Personas + User Journeys