Health Insurance Payment Experience
About the project
A Health Care Company approached Hitachi Solutions NA about updating their payment integration with a new payment network. The business was facing problems with members enrolling in auto-pay, and members were unable to make a one-time payment without logging in. As a result, our team focused on integrating the new payment network provider, creating user flows for making a payment without logging into the system, as well as redesigning the payment portal when a member logs into the system.
Client: Health Care Company
Role: Sprint Facilitator, UX Researcher, Lead Designer
Discovery Team: 4 Hitachi Team Members + Client + Third Party Payment Integration Representatives
Implementation Team: 7 Hitachi Team Members + Client + Third Party Payment Integration Representatives
Timeframe: 4 weeks for Discovery, 20 weeks for Implementation
Business Goals
Integrate a third party tool into the payment center for users in a post log-in environment.
Allow users to sign up for automatic payments using the third party tool.
Create an intuitive UX for end customers to utilize the third party tool to allow users to make a payment without needing to log-in to their account.
Ensure the experience on desktop can scale down to mobile.
Integrate existing Brand Guidelines from the client.
Ensure any components that are designed for this experience are front-end technology agnostic so they can be used in both Bootstrap and ReactNative environments.
Discovery Phase
Unauthenticated Payment Experience (Desktop)
Unauthenticated Payment Experience (Mobile)
Logged-In Payment Portal
Note: To see where to click next, click anywhere on a screen in the prototype, and the next clickable area will highlight blue. To restart the prototype, press the ‘R’ key on your keyboard.
Unauthenticated Payment Experience Go-Live and Feedback
After 4 Days of Go Live
223 Members Completed Payments over the go live weekend
Around $100,000 in premium payments in four days with minimal marketing, which is more than a typical month via the old process
One subscriber was able to make an ACH payment of $12K to cover their household premiums for the full year, something that was not seen often in the old process
To learn more about my process, see additional workflows, and additional mock-ups please contact me!