Escrow Account

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Transforming Healthcare Experience: Collaborative Care Program Platform

company

Exactly Labs (Janus)

year

2023

PRODUCT

Web App

Overview

Janus is a strategic provider group that helps deliver quality holistic care, obtain treatment adherence, improve patient quality of life, and reduce total healthcare costs.

Offering a turn-key Collaborative Care program to extend the reach of primary care providers and ensure access, improve patient care quality, and deliver total healthcare value.

Janus is a strategic provider group that helps deliver quality holistic care, obtain treatment adherence, improve patient quality of life, and reduce total healthcare costs.

Offering a turn-key Collaborative Care program to extend the reach of primary care providers and ensure access, improve patient care quality, and deliver total healthcare value.

Screenshot from one of our Figjam workshops with the backoffice team & stakeholders

The Challenge & Goals

Patients seeking mental health struggle to afford their treatment even with insurance. 10% of the total U.S. population drives 70% of healthcare costs, and within that 10%, more than 60% of costs come from patients with behavioural health conditions.

Given this, Janus are committed to guarantee fidelity to CoCM Model through this platform, by achieving this goals:

1

2

Management Platform (MVP)

Create an MVP with the core functionalities that makes the CoCM Model operating and being able to manage without using more than 3 systems.

2

1

Make affordable treatments for with behavioural health conditions in U.S

Partnering with Primary Care Providers, improving patient care quality with the best experience and efficiency.

The solution

The Simulator Escrow Account – a platform that enables users to simulate their own Escrow accounts and also contract a service— a smooth flow to an old process.

Time Reduced

Reduced time from employees, letting them focusing in what matters: Prospect new customer.

Easiest Process

No more spreadsheet and outdated process.

User Autonomy

Given users control of their actions – sense of autonomy

Branding

Reduced Cognitive Load. Avoiding churn rate.

Process

To start this project I used the framework 5W1H – As way to better comprehend the big picture of this project. Which have been helping me with make the right questions to user interviews, get new insights and make the team questioning as well.

Users & business needs

This is a B2B business that works through Collaborative Care Model (CoCM), the platform we are working on is an internal platform. Therefore Janus Team are the main users. Each user has their own responsibilities and permissions . I gathered all the permissions and started to turn this more visual as way to better understanding.

Mapping Features

The research shows that Collaborative Care models are more effective than usual care at improving outcomes, functioning, increasing client and provider satisfaction, and reducing overall healthcare costs.

User flow

The results of my researches gave me understanding to start designing the user flows of the main features such as Enrolment.

Enrolment Specialists are responsible for receive the list of patients, make contact with them and enrol into the Collaborative Care Model program – They manage these patients guaranteeing the best experience and resources to guide this process.

The current process is outdated and there's no way to see all the medical records centralized in the same page as we intend to creating.

Based in my researches, interviews. The flow below happens after the acceptance of invitation, sent by Admin profile (Care Supervisor).

User flow

The results of my researches gave me understanding to start designing the user flows of the main features such as Enrolment.

Based in my researches, interviews. The flow below happens after the acceptance of invitation, sent by Admin profile (Care Supervisor).

Interactions

In the process of contracting the service, at each step, we have also incorporated interactions into tasks that were not initially attractive to make even bureaucratic tasks more enjoyable.

Two-step-verification

Prioritizing security is crucial, and in line with this commitment, we've implemented an additional layer of protection. This measure prevents the unauthorized use of emails for generating undesired proposals.

Immediate Simulation Results

Users can now swiftly access simulation outcomes, streamlining the process and opening doors for both businesses and users to explore new opportunities.

Simplified Contract Services

Following simulations, quick access to contracts is available. This straightforward feature benefits both businesses and users alike avoiding manual process.

Time Reduced

Reduced time from employees, letting them focus on what matters: Prospect new customers.

Easiest Process

No more spreadsheets and outdated processes.

User Autonomy

Given users control of their actions – sense of autonomy

Miller's Law

Reduced Cognitive Load. Avoiding churn rate.

Interactions

In the process of contracting the service, at each step, we have also incorporated interactions into tasks that were not initially attractive to make even bureaucratic tasks more enjoyable.

Two-step-verification

Immediate Simulation Results

Users can now swiftly access simulation outcomes, streamlining the process and opening doors for both businesses and users to explore new opportunities.

Simplified Contract Services

Following simulations, quick access to contracts is available. This straightforward feature benefits both businesses and users alike avoiding manual process.

Discovery

Workshop: First and foremost, my main focus was understanding the manual process they used and begin mapping it. Moreover, the terminologies were unfamiliar, so I consolidated all the information in one place. This approach helped me memorize all the rules and new words. Understanding the manual process they used and

I've been using Figjam/Miro in my discovery process. They are my favourite tools for creating user journeys, flows, CSD Matrix, and facilitating workshops.

Information Architecture

It’s time to organize my ideas, create a solid structure, and a Sitemap to guide my wireframes, giving me insights to build the platform.

Sketches & Wireframes

Creating at least a draft that I intend to design really helps me. It allows me to concentrate on what matters rather than perfecting grayscale elements in the wireframe.

What I’ve learned

How to make a complex project easy to learn?

Some projects may seem complex and complicated, but sometimes they are only tough. With much information, the first contact with that field can be overwhelming. So, I've decided to share a few insights about this experience that continue to help me:

Don't reinvent the wheel

Sometimes things may seem clear, but they might not be as you thought. Ask and question your team to ensure clarity about what you need.

Ask 'Why' three times

My partner and I often encountered situations where requirements lacked explanations. Pay close attention to these details. When seeking clarification, understand the underlying reasons for the solutions. Every piece of information is crucial.

Break everything into small pieces and document it

Gather all the information you have and organize it in a way that ensures a comprehensive understanding. (I used FigJam, and it helped me a lot).

Talk to your team about what you wrote down

This document has everything you need. Please share it with your team to make sure you understand it all. This will help you enjoy the project and feel confident. Take a quick look whenever you feel confused.

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Responsibilities

I was the Principal Product Designer of this product, working on each phase, leading the design process, understanding business and user needs, validating concepts, wireframes, user flows, and the visual design.