Health-tech | Financing | Customer Experience
Healthcare Financing Journey
Worked on digital healthcare financing experiences focused on reducing friction across the customer financing journey.
01
Context
Healthcare financing decisions are made under time pressure and emotional load. The product has to be clear at a moment when the customer has little patience for complexity.
02
Problem
Financing options were hard to compare and the journey asked for too much, too early, at exactly the wrong moment.
Before
Manual coordination, limited visibility, effort scaling with volume.
After
Guided digital journey, automated deterministic checks, shared status model.
03
Customer / User
Patients and their families arranging financing for treatment, plus the provider staff assisting them.
04
Discovery
- Mapped the financing journey alongside the care journey
- Identified the highest-friction moments by stage
- Reviewed the questions staff were asked most often
05
Problem Definition
How might we make financing feel like a clear, short decision inside an already stressful moment?
06
Goals & Success Metrics
Journey friction
Fewer steps to a financing decision
Clarity
Options understandable without assistance
Completion
Improved stage-to-stage conversion
07
Constraints
- In-clinic context with limited time and attention
- Partner-defined eligibility and product rules
- Sensitive data handling requirements
08
Solution
A simplified, plain-language financing journey that shows eligibility early, asks for information only when it is needed, and keeps the customer oriented throughout.
09
User Journey
10
Product Flow
Discover
Financing surfaced at the point of decision
Qualify
Lightweight eligibility before heavy data entry
Compare
Plain-language plan comparison
Confirm
Short verification with clear confirmation
11
Technical Architecture
Customer
Eligibility
Verification
Partners
12
My Role
- Contributed to journey design and requirement definition
- Worked with partners and internal teams on flow and eligibility logic
- Focused on friction reduction and clarity of communication
13
Key Decisions & Trade-offs
Eligibility before effort
Show an indicative outcome before asking for documents.
Trade-off: Indicative answers need careful wording to avoid over-promising.
Plain language over product language
Describe plans in customer terms, not lending terms.
Trade-off: Longer copy review cycles with compliance.
14
Execution
Map
Journey and friction mapping
Design
Flow simplification with design partners
Deliver
Iterative build and validation
Learn
Post-launch feedback and refinement
15
Results
Metrics represent selected project outcomes.
16
Reflection
- Test copy with real customers earlier — wording carried most of the friction
- Bring provider staff into design as a second user group from day one
- Context sets the bar: the same flow is fine at home and unusable in a clinic
- Reducing questions is usually cheaper than redesigning screens