Blue Shield of California
Role: Principal UX Designer and Strategist
BSC had been receiving a number of member complaints regarding error messages that were confusing and tone-deaf to our member's needs.
Approach
Where we started
A proof of concept was created by the tech leads in 2018 as a test to see if they could create the capability to search by the medical numerical code and intake a claim into directly into the BSC systems.

Outdated processes
BSC and most of our competitors were still accepting faxed 837 forms. The only other alternative to submit a medical claim at the time of this writing was a digitally optimized PDF version of the paper form.


Goals
Whiteboarding
User Flow
MVP Highlights
Dashboard
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High-level overview of account status
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Easily sortable table
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Bulk claim submission
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Transaction quick view
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Saved services

Form
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Inline validation
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Human language to the codes
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Auto-populated data on select fields

Claim feedback in seconds
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End to dirty claim submissions
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Near real-time validation
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Cut the claim submission process from months to seconds
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The patient will know their payment responsibility at the time of service

Real-Time Claims Demo
Single-line medical claim demo given to providers