[Project Name]
[Project description goes here.]
Overview
Health Wallet is a mobile application designed for Thai users, offering easy access to health information and medical records. Users can verify their medical rights, manage appointments, and simplify financial transactions, including payments and reimbursements for medical expenses. This solution is designed to ensure a streamlined and efficient healthcare experience, enhancing accessibility and convenience for users in Thailand.
My Role
- Main point of contact for the project.
- Oversee all aspects of app experience design.
- Gather business requirements from the business team to understand their goals.
- Generate and test user flows.
- Conduct usability tests refine the design.
CSMBS reimbursement
Challenge
In the context I’ll be discussing, the main focus is to address the hospital’s problem of being unable to claim reimbursements from the government.
Our business requirement involves developing a solution that not only resolves this problem but also establishes a dedicated payment channel for these hospitals.
Through my involvement, my aim is to conduct research and ideate a solution that effectively addresses the challenge faced by hospitals unable to claim reimbursements from the government.
Approach applied in this work
Research
User Flow
User Interview
Usability Test
Research
After gathering business requirements, I analyze the user flow at hospitals. One identified problem is the hospital’s inability to claim government reimbursements if the user doesn’t complete the payment process.
Examining the service flow, it is observed that after an examination, if a patient requires medication, they must visit the pharmacist and make a payment.
However, if the patient only undergoes an examination without needing medication, they may not realize they need to visit the financial department, even though their Civil Servant Medical Benefit Scheme (CSMBS) covers all payments. They are required to visit the financial department to sign documents.
Service Flow
Image showcasing the service flow of users visiting the hospital.
User Persona
From research phase, I started to gather more information about users that have CSBMS benefit and have at least one time experience to use it at hospital. And after we ideate persona to match our requirements it would look like this
- Age between 40-65.
- Have been working in government section (or used to).
- Have experience in using CSBMS benefit at least once.
Persona 1
User Flow
User Interview
Before usability test, We have gather some user background and existing usage behavior as shown below.
Usability Test
After we interviewed with several users that match our persona we create a prototype that focus on claiming process through Health Wallet application after medical examination.
Scenario
After users done with medical checkup. They need to pay for medical charge before going to grab their medicine. In this case we want them to use their rights to claim through Health Wallet and also pay the remaining amount.
Tasks
For usability test, we have 2 tasks to be test.
1. Rights confirmation and payment process.
2. View payment history.