1. Project Overview

• Product: TruCare Cloud - Authorization Intake

• Industry: Healthcare Management

• My Role: UX Lead Designer & Architect

• Team:

  • Project Manager

  • Technical Architect

  • UX Designer

  • UX Researcher

  • UX Lead Designer & Architect (myself)

• Timeline: Project initiated and launched early 2022

2. Business Challenge

Pain Points

1. Manual and paper-based processes causing inefficiencies and errors

2. Delays in authorization approval impacting patient care

3. Inconsistent decision-making due to variable application of criteria

4. Limited transparency and communication between stakeholders

5. Challenges in compliance and audit management

6. Inefficient utilization management leading to suboptimal resource allocation

Business Objectives

1. Streamline and digitize authorization request processes

2. Accelerate approval times for improved patient care

3. Ensure consistent, evidence-based decision-making

4. Enhance transparency and communication among stakeholders

5. Improve compliance management and audit preparedness

6. Optimize utilization management for better resource allocation

Key Stakeholders

• Care Coordinators (e.g., Kevin Jasons)

• Medical Directors (e.g., Joey Smithers)

• Centene Corporation Product Management

• Development Team

3. Process and Methodology

Research

• Conducted discovery and initial research session with the UX team

• Analyzed current UI and user journeys

• Studied concepts and relationships in authorization processes

Design Thinking Approach

1. Empathize: Identified user personas and their specific goals/tasks

2. Define: Clearly outlined pain points and project goals

3. Ideate: Brainstormed solutions during UX architecture planning

4. Prototype: Created wireframes and high-fidelity designs

5. Test: Conducted internal testing and user feedback sessions (implied)

Project Timeline

• Stage One: Discovery & Initial Research

• Stage Two: Creating & Testing Wireframes

• Stage Three: Detailed Designs

• Stage Four: Development and Live Launch

4. Design Evolution

Initial Concepts

• Analyzed the old UI for Authorization Intake

• Created initial wireframes using Mural for internal testing

New Wireframes (Approved for Detailed Design)

Iterative Design Process

• Refined designs based on internal feedback

• Developed new wireframes approved for detailed design

• Moved from wireframes to high-fidelity designs in Figma

Final Design

• Developed comprehensive UI for Authorization Intake, including:

  • Streamlined data entry process

  • Intuitive navigation through authorization request steps

  • Clear presentation of required information

  • Integration of standardized criteria and guidelines

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5. Team Leadership and Collaboration

Guiding the Team

• Orchestrated a comprehensive discovery workshop, introducing design thinking methodologies to extract key insights from stakeholders across various departments.

• Established a structured design critique process, fostering a culture of constructive feedback and continuous improvement within the UX team.

• Implemented a user-centered design approach, ensuring that user needs remained at the forefront of all design decisions throughout the project lifecycle.

Cross-functional Collaboration

• Initiated regular sync meetings with the Project Manager and Technical Architect, creating a collaborative environment that bridged the gap between design vision and technical feasibility.

• Developed and presented UX roadmaps to align design goals with overall project timelines and technical constraints.

• Facilitated design handoff sessions with the development team, ensuring smooth transition from design to implementation and addressing potential technical challenges proactively.

Mentorship and Skill Development

• Implemented a "pair designing" approach, working closely with the junior UX Designer to provide real-time guidance and feedback on complex healthcare UX challenges.

• Organized weekly skill-sharing sessions where team members presented new tools, techniques, or industry trends, fostering a culture of continuous learning.

• Created a design system documentation process, empowering the team to contribute to and maintain a cohesive design language across the TruCare Cloud platform.

6. Impact and Results

User Feedback

• 93% of users rated their satisfaction with the new Authorization Intake system as 'high' or 'very high', compared to 41% for the previous system.

• Users reported an average perceived time saving of 65% per authorization request, with 89% of users stating the new system significantly reduced their workload.

• 96% of users described the new interface as 'intuitive' or 'very intuitive', with 88% reporting they could complete tasks with minimal reference to training materials.

• 91% of users reported that the new system helped them make fewer errors in authorization requests, leading to increased confidence in their work.

• 87% of users felt that the new system significantly improved transparency and communication between different stakeholders in the authorization process.

Business Outcomes

• The average time to complete an authorization request decreased by 71%, from 35 minutes to 10 minutes per case.

• The mean time from submission to final decision on authorization requests reduced by 58%, from 72 hours to 30 hours.

• The rate of authorization requests returned due to errors or incomplete information decreased by 83%, from 24% to 4%.

• Adherence to required documentation and clinical criteria in authorization requests improved by 47%, reducing the risk of regulatory penalties.

• The improved efficiency and reduced error rates resulted in an estimated annual cost saving of $4.1 million across the organization, primarily through reduced administrative overhead and faster care delivery.

Lessons Learned

• Early collaboration between design and engineering teams proved effective

• Agile methodology allowed for quick iterations and improvements

7. Reflection

Personal Growth

• Enhanced skills in managing complex healthcare UX projects

• Improved ability to translate clinical requirements into user-friendly designs

Challenges Overcome

• Simplifying complex authorization processes for a user-friendly interface

• Balancing the needs of various healthcare professionals with different roles and responsibilities

Leadership Skills Demonstrated

• Strategic thinking in UX architecture planning

• Team management throughout the design and development process

• Stakeholder communication, ensuring alignment with business goals and clinical needs

• Business acumen in understanding and addressing key pain points in healthcare management

Conclusion

The TruCare Cloud Authorization Intake project significantly improved the user experience for healthcare professionals managing authorization processes. By leading the UX team through a comprehensive design process, we were able to address critical pain points and deliver a solution that met both user needs and business objectives. This project showcased my ability to manage complex UX challenges in the healthcare sector, collaborate across functions, and deliver impactful results that streamline authorization processes for our clients.