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Whole lot of Pieces of Paper - 55381

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on 8 August 2016

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Transcript of Whole lot of Pieces of Paper - 55381

...A Bill You Can Understand
Process
A Bill You Can Understand
Design Challenge 1 Entry

&
YOUR FRIENDS
OPPORTUNITY
Design
Principles

user TESTING
Solution
NEXT STEPS
THERE'S A LOT
OF DISTRUST IN
THE SYSTEM
There’s a huge opportunity

Patients Approach Their Medical Bills in Different Ways
FIXED-INCOME FRAN
BUSY

BEN
ANALYSIS AVA

Ava likes to compare details with EOBs to be sure she isn't being cheated
Fran is worried about costs and doesn't trust the system. She has stopped seeking care
Ben just wants know what he owes, so he can get on with his life.
We wanted to create such
a medical bill using a Human-centered design process
Patients struggle to make
sense of a
tsunami of paperwork
filled with
numbers and jargon

What does a denial mean?
Is the bill correct?
Was I
Overcharged?
Medical bills are Hard to understand and anxiety provoking
Did I Already Pay?
Did My Insurance Pay?
ARE THERE MORE BILLS COMING?!
“I’m looking at where you’re going to screw me, not where you’re trying to help me.”

-- Patient

“Unable to get clarification, frustrated and scared...I paid. Was I taken advantage of? was it a real bill? I really never knew.”

--Patient
...to share billing and insurance information



increasing transparency,
& building trust.
"Straight Deal" with No Surprises Billing

Affingo Design
Imagine a world where
patients trust healthcare organizations
as a financial ally.

What would a
medical bill look like in that world?
Using provided materials
& our own research...

we began to develop an understanding of the patient journey.
It's Complicated
Introducing "STRAIGHT DEAL",
a cards-based design
with No Surprises Billing

in new & better ways
using these personas,
We brainstormed Ideas...

And created
a new journey
map
Healthcare organizations occupy a

special place in the system

As a
bridge
between patients and insurance companies

We found some
ways to improve
the billing journey.

They don't require
disruption
or costly changes to workflows.



We tested the design with some real world data and users.
With the "Straight Deal" design, we reduced a complex 2-page bill to one page.
Users were able to understand it better.
STRAIGHT DEAL with No Surprises Billing, is a bill that patients trust and expect.

It’s A Bill Patients Can Understand.


And this is just
the beginning.
As healthcare organizations realize the value in aligning on the billing journey...

They will seek out further opportunities to innovate and disrupt the entire billing experience for better patient financial outcomes and better business outcomes.
We are
Affingo Design
Cara Abel
Melanie Brewer
& Andy Hollenhorst
PRoblem
Our solution
repurposes data
the hospital already
has.
Full transcript