About EReceivables
⚒️ eReceivables uses its automated claim processing technology to provide healthcare organizations with medical billing, claim recovery and claim refinance services. A claim is a bill for health care services that your healthcare provider turns in to the insurance company for payment.
DEFINING THE PROBLEM
The original website is outdated.
We conducted a heuristic evaluation of the original site followed Nielsen's 10 general principles for interaction design.
The current site lacks efficiency of use. Besides that, the original website does not provide users with enough information to help them understand eReceivables’s services and results. It also lacks aesthetic and minimalist design
To attract more clients -healthcare organizations
Hospitals, long-term & post-acute care, ambulatory services, and physicians
High volume / utilization by the CSA network, over ~6-8MM resolved DART contacts in 2021 (US/CA).
Impactful to CSAs, Amazon, & Customers
Original websites
(User data from sales manager in eReceivables)
Erin Heimerman
Billing Manager at Texas Oncology
Age: 42
Work: creates and monitors billing procedures and manage a team.
Location: Austin, Texas
Preferred Channels: Emails & phone calls
Frustrations
Top tasks to complete
Look for billing solutions
Look for the cost of services
Look for payer relationships in their state
Contact sales manager
Context of use
Browsing the site in the office
Typical workday
She works as a billing manager the Texas Oncology for 5 years now and is currently managing 3 billing specialists in her team. Since her team is small and does not have enough time to pursue small claims, she has been searching for billing agencies to help them collect small claims in the past few months.
How might we redesign the website to attract more customers?
SOLUTIONS
To help users better navigate through the website
So that they can find and consume information more efficiently.
New sitemap allows potential clients to understand that ER's unique claim technology and payer relationship would help clients collect claims faster and cheaper.
To ensure the website hero image aligns perfectly with ER's brand image, four different styles were created for comparison and selection. Each design was crafted with careful consideration of ER's brand identity, values, and target audience, incorporating elements such as color schemes, typography, imagery, and messaging that reflect the brand's personality and goals. We decided to move forward with the last option since it uses vibrant colors and relatable imagery to foster connection with the clients.
Using icons and lines to visually explain each step of the patented claim processing for ER's clients can create a clear, engaging, and easy-to-follow representation of the workflow.
Adding a contact information form that allows clients to fill in their details to access the full white paper on payer relations can significantly improve the client conversion rate.
This approach not only positions the white paper as an exclusive, high-value resource but also enables ER to nurture potential clients through targeted marketing efforts, such as personalized emails, newsletters, or product demos.
A bar chart provides a clear, easy-to-understand visual representation of data, making it simple for stakeholders to grasp how ER's performance stacks up against competitors.
key business metrics to evaluate the design impact, including:
1. The number of users contacting eReceivable – to assess engagement and interest.
2. The number of users downloading the payer relationship white paper – to gauge the effectiveness of our content strategy.
3. Service sales revenue– to determine the design's influence on conversions and profitability.
Additionally, outside of design, I aim to collaborate with developers to set up metadata (such as title tags, meta descriptions, and keywords) to enhance eReceivables' search engine ranking. This will improve visibility, drive organic traffic, and support overall business growth.
