Zelis: Provider Portal Guided Enrollment Project
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Overview
The Provider Portal Guided Enrollment is an ultra-modern medical provider enrollment interface whose target audience are the medical clinicians who find it difficult to organize, deliver and receive their service payments easier.
Strives to deliver a modern and effective enrollment process that allows medical clinicians to easily sign up and set up their preferences accordingly.
Highlights the importance of user information, business information and their payment delivery options.
Combines all these and incorporates swift delivery to medical clinicians from all corners of the healthcare field effective access of their service payments.
User Research for Provider Portal Guided Enrollment
Goals
- Understand the processes and emotions that users experience around the problem the Guided Enrollment is trying to solve
- Identify common user behaviors and experiences with tasks that the Provider Portal Guided Enrollment is trying to address
- Understand what culminates in a happy user for the Provider Portal Guided Enrollment
User Research for Provider Portal Guided Enrollment
Survey
In order to gain some quantitative insight, we surveyed 30 medical clinicians. In doing so we wanted to dig deeper into their pain points and expectations for enrollment within a newly reconstructed provider portal.
The survey's participants were emailed the questionnaire after agreeing to participate verbally via a series of meetings. The participants consisted of medical clinicians within the company’s user pool. All participants were random and on a voluntary basis ONLY.
User Research for Provider Portal Guided Enrollment
User Groups
In my interviews with clinicians who said they were very likely to use a renovated provider portal, I was able to identify the following user group(s):
Group 1: Medical clinicians who would like an easy and efficient way for them or their office managers to manage and have access to their service payments and claims during a typical Monday-Friday school/work week. These users:
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Tend to be overwhelmed with their responsibilities during the week.
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Have additional obligations, interests, or challenges that make it difficult for them take breaks or forces them to delegate off to their counterparts
User Research for Provider Portal Guided Enrollment
Interviews
For the next phase of the research for the new Provider Portal, I interviewed 15 medical clinicians that indicated they were willing to participate in an interview on their survey. The goal was to gain a better understanding of user challenges and motivations and lastly, building on what we learned from the surveys sent out, I was able to establish my interview objectives.
User Research for Provider Portal Guided Enrollment
Interview Objectives
- Understand the processes and emotions that users experience around the problem the Guided Enrollment is trying to solve
- Identify common user behaviors and experiences with tasks that the Provider Portal Guided Enrollment is trying to address
- Understand what culminates in a happy user for the Provider Portal Guided Enrollment
User Research for Provider Portal Guided Enrollment
Goals
- Understand the processes and emotions that users experience around the problem the Guided Enrollment is trying to solve
- Identify common user behaviors and experiences with tasks that the Provider Portal Guided Enrollment is trying to address
- Understand what culminates in a happy user for the Provider Portal Guided Enrollment
User Testing
15 Users | 5 Tasks
The user tasks asked to perform included:
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Input user information
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Specialize manner in which payment information was sent
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Choose how they want their funds dispursed
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Input business, bank and other information
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Review & Submit Information
Results
The user testing participants had no major issues with the tasks at hand and were able to complete all tasks quickly. The results of the testing were overwhelmingly positive.
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100% Success Rate - 15/15 Users were able to easily able to complete enrollment in Provider Portal
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5 Users mentioned that they loved the look and feel of the site and enjoyed the ability to actually learn about NFTs before engaging in the community.
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8 Users asked when or if the solution is going to be released because they are eager to use.
Accountability Considerations
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Designs were made with WebAIM. WCAG standards were strictly adhered to for colour contrast.
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Provided access to users who are visually impaired through adding alt text to images for screen readers.
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Alternative options were provided for gestures, like; clicking outside and overlay to close it. Used icons to help make navigation easier.
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W3C recommendation for duration (150ms - 500ms) of motion was strictly adhered to.
If there was more time available…
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More research, as it‘s a complex and extensive topic with many factors (for example, technical and social challenges) and various stakeholders
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Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.
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Conduct more user research to determine new areas of need.
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Add more features and flexibility backed by research.
