CDPHP
Provider data management
About the Project
This project involved the creation of an online form to submit changes to increase accuracy of current provider data and decrease the time and effort to do so.
My Role: UX Designer
Project Duration: 3 Months
Problem: When a provider's (insurance jargon for doctor) office needed to make a change to either personnel or how their office was listed in the CDPHP Find-a-Doc tool, a PDF form was required to be submitted for each change. As you can imagine, this took time and effort for the provider's office staff, as well as, CDPHP staff who then needed to input the changed data manually.
Solution Summary: The solution was two-fold. The first step was to create an online way for providers to submit changes that could be processed automatically into the database and remove the need for the PDF form. The second step of the solution was to allow for multiple changes to be made during a single submission of the form.
Research
In order to understand the pain points associated with the established PDF forms to make changes for the providers, exploratory meetings were set with staff from both provider offices and CDPHP. At this time, we reviewed the twelve various forms that a user might need to fill out and submit in order to make changes for what is listed in the CDPHP Find-a-Doc tool.
From these meetings, two main problems were identified:
Since each form could only be filled out for a single change, if a provider needed to make changes to eight doctors on staff, then eight forms would need to be submitted. If that provider's office was moving locations, changing staff, adjusting hours...all of this was overwhelmingly unproductive.
Even if the provider's office were to submit all of these forms, they were then sent over to CDPHP team members who needed to manually enter in each of these changes.
Ideation
I typically begin brainstorming with pen to paper, sketching out patterns and ideas of how my solution could appear. At its core, this was going to be a dynamic form, the solution almost writing itself by the end of the research meetings. The more challenging part would instead be the user's journey through the form where elements would need to adjust depending on what the user is trying to do.
Using something tangible that I was able to move around helped to better understand what options should be available to the user and how to best manage those options. This was especially useful when considering multiple changes in a single form "session".
UI Design
Understanding the solution to the problems, how our users would need to navigate the form fields in order to make their required changes and having our branding at the ready made quick work of the UI Design. Combining all of the form fields into a cohesive design was simple enough. Even with the understanding that multiple changes could take place at the same time had a straightforward approach.
For the purposes of demonstration to stakeholders, I did work the form into a prototype model, albeit with more strict guidance in terms of what could be selected. The prototype wasn't intended to be used for usability testing, but rather as a productivity tool to explain how it would work when actually implemented.
Prototype
Takeaways
What I learned most from this project was how effective Figma can be as a tool to represent user experience intent. At the time, they had recently pushed an update to include an auto layout feature which makes productivity in the tool much faster. The Provider Data Management form project gave me the opportunity to really dive into three Figma features that I had previously not had a lot of exposure to outside of tinkering in my spare time:
Auto Layout
Component Variants
Complex Prototyping
The prototype for the form seemed to be complex for what it was. This was in part due to my limitations in understanding with what can be done with the feature. I have since had more exposure to it and have found easier ways to build prototypes out depending on what I am trying to show. To my mind, even if I hadn't learned anything else, just working with the Figma features above helped my productivity in so many additional projects that would come afterwards.
8
Stakeholder Meetings
4
Prototype Demonstrations
5
Project Iterations
100+
Happy Provider
Office Staff