Error Humanization was a Blue Shield of California effort to add clarity and ensure the voice and tone of our error handling matches the logic and our brand.
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.
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.
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.
High-level overview of account status
Easily sortable table
Bulk claim submission
Transaction quick view
Human language to the codes
Auto-populated data on select fields
Claim feedback in seconds
End to dirty claim submissions
Near real-time validation
Cut the claim submission process from months to seconds
The patient will know their payment responsibility at the time of service
Real-Time Claims Demo
Single-line medical claim demo given to providers