Bill Pay for Web and Mobile - Health

Overview:

A large health insurance company created web based and app bill pay methods several years prior to my research.

They were looking to:

  • understand why people were not using the services
  • why call center calls had gone up with them in place
  • and expand new digital offerings for bill pay.

Our Users:

Our potential target users were all insured members of the health insurance company who pay their health insurance bill directly to the insurance company, versus group insurance paid through the insured's employer or fully funded Medicaid plans.

The first mobile design was built for a sub-set of insured members but deployed to all members.

Key Achievements: As sole researcher, I provided design, project, and engineering teams quantitative and qualitative insights and requirements to:

  • understand current issues
  • redesign current offerings
  • reduce call center expenditures
  • helped increase the number of IT deployments for the year
  • found opportunities to expand the current offerings to be used by more people

Methods:

Data Triangulation of:

  • Data Analytics: website tracking data, data tracking from current application, call center data, survey, and heuristic analysis
  • Observations: onsite call center observation
  • Interviews: members and call center representatives
  • Survey: open-ended survey response
  • Remote moderated usability testing (5-8 ppl)

**Impact: **

  • IT outpaced their planned department goals by 23%
  • Company increased member satisfaction by 30% and reduced corporate call center costs by $1.25M+ a year.
  • Online Bill Pay launched on time Feb. 2019, and added Mobile Bill Pay May 2019 and received a score of 3.8 in the iOS App Store a month after release.

User Feedback

  • “The (new) process is very intuitive and straightforward. I was readily able to navigate through the payment process without any prompts."

  • "It appears you have fixed the “endless loop” that kept me from using this in the past. I’ll look forward to continuing to use this way to pay my bill and use some of the other features once they are available." - Bill Pay Member Monday, October 26, 2020

  • “So far so good. Site is easy to navigate. I was confident my payment went through. I would like to be able to set up auto-pay asap.” - Bill Pay Member Tuesday, November 11th, 2020

The Work: