User Persona Development;
Project Overview

PAIN POINT:

A healthcare company's finance department wanted to avoid over/under collection from third-party payers resulting in delayed or completely missing payments and confusing records.

Created the persona of 'Jeff' to show how making invoices more efficient would save the company $4.6+ million

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ACTION:

Conducted data analysis to discover the top ten insurance companies that created balances and contacted the insurance companies to better understand why. We then shadowed the company employees who resolve these balances and mapped their individual processes. The findings were used to create the most optimal process and then presented to the employees through the persona of "Jeff."

STORY BOARD:

Jeff identifies the top 10 insurance companies that create balances and explains why this occurs.

Contacts each company directly to create a contract matrix of preferred resolution process.

Jeff then shadows his peers and maps out how they resolved their accounts to create a streamlined process.

Project Partner: Health Care Company

Provides end-to-end revenue management solutions for other health care companies. Name intentionally left out to comply with NDA.

Project Length: August 2021, 16 Weeks

Project Role: UX Researcher & Illustrator