RESPONSIVE SITE | 2018
Easy-claim is a secure online platform, allowing healthcare providers to submit claims on behalf of Southern Cross members. The original platform delivered a poor experience to providers. Including a lengthy multi-page claiming process and no mobile-responsive behaviour. This was impacting on the willingness of some providers (particularly busy GP practices) to offer and promote Easy-claim to Southern Cross members.
I was tasked with supporting the UX re-design of the platform. This included an in-depth UX research phase and leading multiple UX focus group sessions with providers, to determine current pain-points and opportunities to improve the UX.
After gathering insights and feedback from providers, I defined several goals which would form the foundation of the new re-imagined UX;
• Reducing ‘time-to serve’ from 2 minutes down to 30 seconds.
• Simplifying and reducing the number of steps.
• Mobile responsive design – easily submit claims from any device.
I also explored the use of proximity beacons on site at selected medical practices, to improve the Easy-claim member experience.