DaVita Healthcare
Automating Claims & Auditing to Replace Manual Processes
The Backstory
DaVita Healthcare sought to create a single, comprehensive tool that combined the functionality and business logic of multiple systems/manual processes. The goal was to create a new software solution, Circ, designed to streamline healthcare auditing processes, improve efficiency, and enhance user experience. Circ would allow users to easily search, modify claim data, and support role-based approval workflows. Additionally, it needed to include a robust reporting dashboard to generate daily, weekly, and monthly business insights.
The Challenge
The redesign of Circ came with several challenges:
Complex Data Use Cases: The software had to handle data sent from various healthcare providers, which required a flexible and customizable grid system.
Navigational Hierarchy: Ensuring auditors could seamlessly navigate and resume progress in intricate claim datasets was critical.
Role-Based Approvals: Designing workflows that supported dynamic, role-based approval processes added complexity.
The Solution
The project involved a holistic design approach, combining user-centered design principles and modern interface aesthetics to meet the needs of both the business and end users.
Discovery & Research
User Role Definition: Collaborated with stakeholders to identify key user roles and personas, ensuring that the solution aligned with varying job functions and responsibilities.
Interviews and Validation: Conducted interviews with internal business users to validate requirements and understand pain points in their current workflows.
Journey Mapping and User Flows: Mapped out detailed user journeys and defined workflows for auditing, claims modification, and role-based approvals.
Discovery Exercises: Included card sorting, mind mapping, and existing software demonstrations to uncover usability issues and opportunities for improvement.
Design Process
Design Principles Definition: Established guiding principles to ensure consistency, scalability, and alignment with organizational goals.
Information Architecture and Wireframes: Created IA diagrams and low-fidelity mockups to define the software’s structure and core interactions.
High-Fidelity Mockups: Delivered modern, visually engaging designs with full annotations for seamless handoff to development teams.
Grid System: Designed a flexible, customizable grid system to handle complex data manipulation needs, allowing users to sort, filter, and adjust views with ease.
Custom Workflows: Developed intuitive workflows that dynamically adjusted based on user roles, ensuring efficient approval processes.
Reporting Dashboard: Created an interactive dashboard interface for generating real-time and scheduled reports, providing actionable insights at a glance.
The Solution
*Click samples to view full display.
Key Results
Improved Efficiency: The new Circ software significantly reduced the time needed to complete healthcare audits and manage claim data.
User Satisfaction: Feedback from user testing indicated a dramatic improvement in ease of use and workflow efficiency.
Scalability: The solution supported DaVita’s organizational goals by accommodating future growth and evolving requirements.
Enhanced Navigation: The new navigational hierarchy allowed auditors to resume progress effortlessly, improving overall productivity.