SonderMind's mission is to redesign behavioral health to become more accessible, approachable, and utilized.
As a behavioral health provider on SonderMind’s network, you have access to their portal and platform to receive client referrals and submit billing / insurance claims for processing.
The current portal is minimally designed and hasn't been brought up to speed with the same branding and UI as their client facing site. After meeting with Brad Webb, SonderMind's VP of Product, we established three business goals to guide our project:
• Increase provider engagement with their portal
• Decrease referral response and claim submission times
• Reduce training times and follow up questions, allowing them to scale quickly
Working with their product team, my team simplified the portal's learnability and usability, as well as applying their unique branding and style to maintain a cohesive voice throughout the provider experience.
One of our biggest challenges was a quick turn around: with just three weeks, how do we ensure we have a thorough understanding of our user and business needs?
We were only able to interview one SonderMind provider within this time frame, so we called on non-SonderMind providers, as well as the team's provider training lead, to help us understand the motivations, frustrations, and goals of the general mental health professional.
User + Expert Interviews
We performed a heuristic evaluation to take stock of the functionality and existing usability of the provider portal and identify the biggest opportunities for our project.
There were three core functionalities of the provider portal that needed to remain: receiving and accepting new client referrals, scheduling appointments, and submitting claims for billing.
After evaluating, we landed on four key heuristics that we wanted to focus on:
We set out to tackle three key opportunities:
• How might we make claim submissions simpler and easier?
• How might we make the referral accept / decline process easier to understand?
• How might we make the portal more integrated into a provider's process?
After performing a few design studios to generate ideas, we designed a few quick wireframes and presented to the SonderMind team. I focused on the Claims and Referrals features as I was most interested in how a cleaner UI could provide a more learnable and intuitive experience.
Currently, providers need to create a new claim after each appointment. By auto-generating claims based on calendar, this would cut one step out of the process.
Providers also told us that the details required on the submission forms typically doesn’t change from appointment to appointment.
We recommended that all fields auto-filled based on the last claim, with an option to edit as needed.
One of the leading causes of processing errors was when a client's information was incorrect.
We did not want to place the burden of checking information solely on the provider, but also knew that we didn't want the patient to feel annoyed by constant reminders to update their information...
...so we introduced an SMS based check in / notification that would mirror many common SMS notifications used by doctor's offices. If the client confirms that no changes have been made, this would reflect on the provider's side.
As a next steps, we'd love to explore the whole eco-system of client / provider interactions to identify more ways to use e-mail and SMS to help streamline the billing process.
Currently, providers review referrals in a list format. I chose to use a card layout to allow for greater text hierarchy within the information presented.
I highlighted the client's name in a larger typeface and re-ordered the information a provider would need to determine if they are a good match for their needs.
The CTAs became more conversational, helping new providers quickly learn what they needed to do next in order to accept or decline a referral.