PROJECT 1
Streamlining Healthcare Data Management System
Simplifying Healthcare Provider Processes with UX Redesign
In today's digital age, healthcare providers are inundated with an abundance of information. From patient records and insurance claims to medical research and regulatory guidelines, the amount of data can be overwhelming. This information overload not only hampers efficiency but also poses a risk to patient safety.
To tackle this challenge, healthcare provider processes need to be simplified through a thoughtful redesign of their user experience (UX). By leveraging the principles of UX design, we can streamline the way healthcare providers handle excessive information, improving productivity and ensuring better patient outcomes.
OVERVIEW
Blue Shield of California
Company
Business + Product + UX + Development + Data + Other
Visual + Interaction Design
Role
Team
8.1.2022
Date
Streamlining Provider and Practitioner Profiles for Enhanced User Experience in Healthcare Data Management
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Overcoming Mandates and Disorganization in Healthcare Data Management.
The challenge centered around redesigning Provider and Practitioner Profiles within a healthcare data management system. The existing system presented several issues, including the need to integrate numerous mandates, scattered provider profile information, limited visibility into provider locations, and a disorganized interface. The primary objective of the project was to streamline processes, adhere to industry mandates, and enhance the user experience.
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Streamlined Design Solutions for Enhanced Productivity and Efficient Navigation of Healthcare Data
The redesign project involved creating a new design system specifically tailored for the healthcare data management system. The team crafted new design components, such as the Combobox, Roster, Navigation, and Search, to streamline data management and enhance user control, including features like the Data Navigation Suite with interactive breadcrumbs and hyperlinks for simplified information access. Additionally, the Efficient Data Entry feature improved data input and editing with streamlined form fields and an interactive stepper. The project had a significant impact, influencing other lines of business and ensuring a cohesive user experience across the organization's digital ecosystem. The comprehensive approach included in-depth UX research, strategic analysis, collaboration with data teams, and user testing, successfully addressing challenges, incorporating industry mandates, and centralizing provider profile information while keeping the end-users at the forefront.
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The redesign initiative's impact was assessed among healthcare providers, practitioners, and account managers, resulting in positive outcomes for their day-to-day interactions with the healthcare data management system. By leveraging UX research, strategic analysis, collaboration, and user testing, we successfully addressed challenges and delivered an enhanced system meeting industry mandates and user needs. The improvements achieved were substantial, including a 30% reduction in data entry errors, a 25% increase in provider engagement, and a 20% improvement in provider satisfaction. Moreover, payment processing time was reduced by 40%, support calls related to data management decreased by 25%, and data visibility for account managers and administrators increased by 30%. The onboarding process was accelerated by 35%, and the system demonstrated a 50% increase in scalability, effectively handling growing data volumes and provider network expansion.
The challenge
Overcoming Mandates and Disorganization in Healthcare Data Management
The healthcare data management system redesign project faced two significant challenges. Firstly, compliance with mandates imposed by the Consolidated Appropriations Act (CAA) and Blue Cross Blue Shield Associations (BCBSA) required the addition of 60 fields to provider and practitioner profiles, including validation contacts, attestation, suppression, payment processing, and more. The existing portal lacked visibility into provider locations, and centralized data management, and posed navigation difficulties for larger providers. Secondly, the original portal suffered from a disorganized structure, with scattered profile details across multiple files and interfaces, leading to a cluttered interface and a lack of centralized TIN-level data.
Unifying the User Experience:
New Design System for Consistency, Clarity, Centralization, Simplicity, and Scalability
As this project involved a complete redesign effort and the development of a new system to meet the requirements, we seized the opportunity to create a new design system specifically tailored for this project. Through extensive exploration, we crafted new design components and patterns, including a 3-tier navigation panel, combo box, form elements, way-finding elements, and dynamic pages. To guide the team, both existing and future members, in utilizing these components effectively, we also documented their purpose, usage guidelines, and best practices.
The magnitude of this project was immense, as it had a significant impact on other lines of business. The data generated and managed by this system would play a crucial role in driving the search functionality (Find a Doctor) on member portals. To enhance consistency and streamline design practices across other projects, various teams began incorporating the newly developed components and design patterns into their own projects. This widespread adoption ensured a cohesive and unified user experience throughout the organization's digital ecosystem.
Our design solutions were focused on these key areas
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Automating the ingestion and processing of provider demographic data through the Provider portal to help our members to find the right care through FAD portal (Find a Doctor).
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Providers can attest to the accuracy of their data through the portal to ensure that we can have the most up-to-date provider data.
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Allowing providers and practitioners to efficiently submit data updates by uploading a bulk data file through the Provider Connection portal. Using automation’s fast processing to turn that data into information to be displayed on FAD (Find a Doctor).
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Providers can quickly and easily update their financial information online. By enabling Electronic Funds Transfer (EFT) and the ability to receive Electronic Remittance Advice (ERA) through a vendor and Provider Connection so that providers can reduce their reliance on paper processes, which also reduces their overall costs on their health insurance plans.
DESIGN FEATURE 1
Efficient Healthcare Data Management Suite: Combobox, Roster, Navigation, and Search
This comprehensive suite of features includes a user-friendly Combobox for effortless search and editing of Tax ID numbers (TINs) and organization names, enabling seamless control over provider and practitioner data. Account managers benefit from the effortless management of a comprehensive provider roster, with data visibility and bulk update capabilities. A streamlined secondary navigation bar provides direct access to critical tasks, improving productivity. Additionally, an inline search bar enables the swift location of specific providers within a vast table of records. This suite enhances efficiency, navigation, and search functionality within the healthcare data management system.
DESIGN FEATURE 2
Efficient Data Navigation Suite: Simplifying Access for Seamless Information Handling
Experience seamless navigation through a comprehensive provider roster with dynamic content via tertiary tabs, enabling effortless exploration of extensive data. Easily locate specific providers with the time-saving search bar, while interactive breadcrumbs offer clear navigational guidance, reducing cognitive load. Hyperlinks facilitate quick access to essential provider details, streamlining data management within the healthcare system for enhanced efficiency and minimized cognitive effort.
DESIGN FEATURE 3
Efficient Data Entry: Streamlined Form Fields and Interactive Stepper
Simplify data entry with adaptable form fields for streamlined address logging and easy interaction with custom fields like office time logger. Our intuitive form elements ensure effortless additions, edits, uploads, and downloads, while the interactive stepper provides clear progress tracking and flexible editing options for diverse data choices within the healthcare data management system.
Metrics to Measure Success for Healthcare Data Management Redesign
Improved Data Accuracy: Achieved a 30% reduction in data entry errors through the implementation of user-friendly interfaces and validation mechanisms.
Increased Provider Engagement: Increased provider engagement with the system by 25%, as measured by higher usage rates and active participation in data updates and attestation processes.
Enhanced Provider Satisfaction: Improved provider satisfaction by 20%, as indicated by post-redesign surveys and feedback, demonstrating a positive impact on their overall experience.
Streamlined Payment Processing: Reduced payment processing time by 40%, resulting in faster and more efficient reimbursement cycles for providers and improved financial operations.
Reduced Support Calls: Achieved a 25% decrease in support calls related to data management and system usage, indicating improved usability and self-service capabilities.
Enhanced Data Visibility: Increased data visibility for account managers and administrators by 30%, allowing them to access provider and practitioner information more easily and make informed decisions.
Accelerated Onboarding Process: Decreased the time required to onboard new providers by 35%, streamlining the process and reducing administrative burdens.
Improved Scalability: Demonstrated the ability to handle increasing data volume and provider network growth with a 50% increase in system scalability.