Developing an accessible portal for doctors and prescribers
A B2C platform for medical providers to easily prescribe products for their patients.
Intended goal of project is to increase B2C users on RehabPulse, therefore increasing revenue about 30%.
My Key Contributions
User research, Journey mapping, User flows, wireframes, prototype
Team
Operations manager, Sales team and myself
Tools
Figma, Miro, Adobe Suite
Timeline
3-5 months
February 2022 – June 2022
Closing the space between doctors
and insurance companies.
The process of getting durable medical equipment, like wheelchairs and scooters, can be a hassle, especially when there is Medicare involved.
We saw that there was a communication gap between insurance, doctors and patients. Knowing what the price is, how it works, finding if insurance went through or not are all pain points that we’ve been hearing from both sides. So in addition to selling products, we decided to create a portal on RehabPulseClaim.com to provide an easy way for patients to purchase DME products
How can we create a simplified system that helps prescribers and patients?
RehabPulseClaim, our insurance section on the website, was created for our customers who wanted to purchase items using their insurance. Once our patients filed a claim, the sales team at RehabPulse did all the backend work. This includes contacting the patient's doctor/provider to gather all their information and contacting their insurance company to make sure that they wereare covered. We knew that our endless paperwork and faxing between the insurance team, doctors and RehabPulse’s sales team was not very efficient so we started to ask doctors and clinics what they wished to see on our platform that would make things easier for them to help their patients.
Creating a platform to keep track of patients' insurance claim.
We created a short google survey form and sent it out to doctors and prescribers that are within our network. Here are some main questions that stood out to us:
Doctors and prescribers currently using our site indicated they’d like to see their patients' status/stage of the insurance claim processing. These were some common pain points that doctors and providers have shared with us:
85%
would like to track their patients insurance claim and their orders in real time without having to wait and call.
40%
have said they would like to go paperless and have their files digitally, where they can log into any device.
100%
would like a middle man that they can trust to handle their clients information.
Doctors and prescribers currently using our site indicated they’d like to see their patients' status/stage of the insurance claim processing. These were some common pain points that doctors and providers have shared with us:
Hard to keep track
The tracking system was built on an Excel spreadsheet but doctors are not able to see the progress on the claim.
Lots of paperwork
Faxing and chaos from paperwork caused our sales team and doctors to lose track of where they were in the process.
Disorganized
There were too many faxes between RehabPulse and the doctors, which caused disorganization and confusion.
Slow tracking
It takes a while to have the insurance claim go through, which causes both doctors and patient to become impatient.
Based on these findings, we started creating a simple MVP claims system.
Finding our niche within e-commerce healthcare.
During our competitive market analysis we found that DMEscripts and Parachute Health were the closest competitors implementing the kind of program we wanted to do here with RehabPulseClaim.
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Parachute health was really easy to navigate through and made their ordering process seamless and fast. Customer service is very trustworthy and they have great reviews. The UI is very intuitive.
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DME scripts provides for both suppliers and providers with no fee. They have also streamlined their process with no paperwork involved.
The two things that will set us apart from the competition is RehabPulse already carries insured products, so prescribers just need to order products through us. We also care about their patients, as they are also our customers, so we involve them in the process as well if they would like.
Lack of time and budget meant quick and provable methods.
Understanding our B2B clients and their pain points was important to get the MVP out quickly. Our users compiled have stayed the same throughout all of our projects.
Simplicity is best.
I created a user flow for prescribers and doctors using ProConnect. As to not overcomplicate the process,
I made a simple navigational flow that is easy to follow for this MVP.
Creating the low fidelity wireframes
Enter ProConnect.
My goal was to design a simple, friendly experience that would empower our doctors and prescribers to help their patients' needs most effectively. As this was mainly an MVP, I intended for the platform to be improved with added features overtime.
Easy as 1, 2, 3​
To make things as easy as possible, I made the interface and experience for prescribers very clear with only entering the patients name and their documentation. The rest of the work goes to our sales team.
Order Status​
For prescribers and doctors who want to track in real time each of their patients status on their insurance claim and what insured product that they were prescribed.
Simple Dashboard
With this being a simple MVP, I wanted to still keep the dashboard simplistic and digestible for doctors and prescribers to use.
ProConnect+
As the platform grows, we hope to build more trust from our current clientele and bring new ones on. This new addition is a way for us to add more trust to our brand since we are more than just a retailer.
Results and reflections
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If this product had launched, our goal would be a 30% increase in our revenue and at least a 10%+ increase in our conversion.
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For our next steps, we would continue the testing and user interviews of the product itself. From there, I'd take the feedback we got and work on features that our providers and doctors would like to see. I'd like to create a couple iterations of the dashboard and other features to compare it with the 1st version. Lastly and most importantly, the app that was supposed to be created alongside the web version would be made to beta test within the users we have testing out the website. I believe the app could be great to have for prescribers and doctors who carry around their ipad or phone while checking in with their clients.
75% of users
A user suggested
would use the web version platform
they would like to see insurance products added to the dashboard
Based on the limited and short responses from our 5 beta testers