As we continue to test and improve our patient-facing healthcare statements, one of the biggest challenges for our team has been designing a single bill that works for everyone, regardless of their familiarity with insurance.
I recently spent a few weeks user testing our statements to better understand how people read their bills and identify opportunities to improve the existing layout. I was pleasantly surprised to uncover some important commonalities in the way people search for detail and context, where they stumble and ask questions, and how they conceptualize their own medical care over time.
After a few rounds of note-taking and team share-outs, we landed on a design that resulted in fewer patient questions and better comprehension — all while incorporating valuable new information like deductible status and per-service plan coverage.
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