SonderMind

Provider Portal Re-design

Introduction

SonderMind's mission is to redesign behavioral health to become more accessible, approachable, and utilized.

Problem

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

Solution

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.

Timeline

3 weeks

Role

Project Manager
Lead UI Designer
Researcher

Team

Colleen Keegan, Skylair Hilton

Tools

SketchWhimsicalCapian

Research

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.

Methods

Heuristic Evaluation
User + Expert Interviews
Competitive Analysis
Journey Maps
Personas

1
SonderMind Provider
5
Non-SonderMind Providers
1
SonderMind Training Lead

Evaluating the current portal's usability.

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:

Visibility of system status
The process of accepting / declining referrals is complex and it isn't always clear what the next step of the process was. Improving the visibility of next steps and system statuses could help increase learnability and ensure that SonderMind could scale their provider base quickly and efficiently.
Consistency and standards
Terminology differed slightly from one area of the platform to another, preventing easy learnability. Before we had the chance to chat with SonderMind's provider training lead, we took a first pass at using the platform as a brand new user, but struggled to understand exactly what some buttons or sections were for.
Flexibility and efficiency of use
The user flows for the three core functions of the portal often times were difficult to navigate.  We wanted to improve the site's information architecture to make accessing core functions dead simple and give providers access to the info they needed, where they expected it.
Aesthetic and minimalist design
Our stakeholders acknowledged that the portal was designed primarily for functionality; it didn't carry over any of the brand vision that was present throughout the client facing site. SonderMind's brand was a unique offering that we felt could be leveraged in making the portal a delight for providers to use.

Ideation

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.

Methods

Design studio
Wireframing
Design review

Claims List + Submission Form

Referrals

Final Mock Ups: Claims

Automate where possible.

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.

Visibility for payment updates.

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.

Final Mock Ups: Matches (neé Referrals)

Humanizing "referrals."

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.

Client Feedback + Learnings

  1. When your product has two users, you need to understand both ends of the process.
    SonderMind services two users: clients seeking therapy and therapy providers. Coming from an operations background, I'd be eager to take a look at the whole eco-system and study where client / provider experiences intersected. I think there's a large opportunity to utilize thoughtful and well designed notifications throughout to help guide both client and providers through a satisfying experience.
  2. Choosing the right CTAs shapes experiences and learnability.
    SonderMind said that there was still work to be done to hone in on the right phrasing for the "referrals" process, but they remarked how the card format did a good job of emphasizing each client's unique qualities. The team also felt that the revised button CTAs felt clearer and easier to understand.
  3. Research can help you ask the right questions.
    The SonderMind team mentioned that, given our limited time frame and user interview constraints, we raised some good concerns and questions around the UI and processes, giving them some action items to continue to tackle as they re-design their portal. In particular for myself, performing the heuristic evaluation helped me to understand the larger usability issues and needs before moving into solutions.