Neon Painted Face

Error Humanization

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.  

Background
Approach
Double Diamond.jpeg
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Outdated processes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
  • High-level overview of account status

  • Easily sortable table

  • Bulk claim submission

  • Transaction quick view

  • Saved services

Form
  • Inline validation

  • 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

If you would like to see additional information, please contact me directly.

  • LinkedIn - White Circle
  • Twitter - White Circle
JENN SCHELLER