Case Study
Quadax
Medical billing and remittance platform that helps healthcare companies maximize reimbursement for its clients.
Platform
- Web
Deliverables
- UX Research
- UI Design
- UX Audits
- Design QA
- Developer Handoff
Industry
- Insurance
- Medical
Timeline
- Start: September 2022
- End: December 2022
Overview
Quadax called on UX Cabin to help lead their ambitious "RCO" initiative which saw them consolidate a multi-product feature suite into a single offering.
UX Cabin worked directly with Quadax product owners, stakeholders, engineering leads, and customers to revamp the user experience and visual language of the RCO platform.
They did a fantastic job of not just trying to build something that was cookie cutter, but really took the perspective and the needs of our end users and our business processes into account.
Patrick Dyer
Senior Product Manager, Quadax
Background
Quadax offers digital products for healthcare reimbursement. Companies use Quadax products to maximize reimbursements from hospitals, laboratories, specialty practices, and more.
Goals & Business Objectives
- Provide an unmatched end-to-end customer experience that leverages automation for reimbursements
- Give users the information they need to complete the task at hand
- Expand market presence to larger health systems and partners
Design Goals
UX Cabin's objective was to craft a visually appealing and scalable application, featuring easily interpretable charts and graphs, readily scannable data, and straightforward actions for intricate workflows.
Design and UX Principles
- Build off of the MUI Library to create modular and scalable components
- Data density was important (displaying as much relevant information as possible)
- Give users powerful search options since it was a key feature
- Allow users to customize views and move sections to fit their workflow
Project Strategy & Process
A 16-week project, strategically focusing on the following aspects to guide our product design choices:
- Competitive analysis
- Stakeholder interviews
- User Interviews
- UX platform audit
- Wireframes and design work
- Prototyping
- Moderated Testing
- Unmoderated testing
- Handoff
UX Audit
There are numerous processes, workflows, and features that we needed to understand before we could begin making any recommendations. We needed to untangle what was working well and what could be improved upon from a user experience and design standpoint.
User Interviews
Quadax automates many tasks, but users face challenges in navigating apps, understanding insurance options, and meeting high quotas. Streamlining data presentation offers opportunities to improve task completion efficiency.
UX & UI Design
Quadax had prioritized 3 primary features for the duration of the engagement: Task Lists, Case Management, and the Eligibility Checker
Task Lists
The tasks lists area of the platform displayed any tasks that have been assigned to the logged in user. Tasks would be categorized by where they were in the revenue cycle and detail the type of work that needed to be performed. It was very important that the task lists clearly communicate what actions needed to be completed and display what the current status was.
Case Management
The Case Management level of the platform displays all of the historical information that pertains to a specific patient. Surfacing key data was critical for any users who might be viewing the case management level while completing a task.
Eligibility Checker
The eligibility checker was a cornerstone of the task completing workflow since it was the step where the user would validate if the information that they were tasked with updating was done so correctly.
Design Language System
We built off the MUI design system library to create a source of truth for all workflows, components and features to conform to. Anything we solved in one area we wanted to share that context with other apps within the ecosystem.
Conclusion
The UX Cabin team delivered continuous results throughout the engagement: a UX audit of the existing platform to identify areas of improvement, user insights from discovery and usability testing sessions, design system updates to the engineering team, and high-fidelity UI designs and clickable prototypes for each of the primary features.
The Quadax team was very happy with the deliverables and appreciated our dedication to understanding their complex business use cases, problems, and opportunities.
The collaboration between our team and UX Cabin's team felt like a cohesive unit. We were in constant communication. If we had questions, everybody was very responsive. I think that camaraderie really led to a successful project.
Patrick Dyer
Senior Product Manager, Quadax