LifeVest is a 250m dollar business that manufactures and distributes wearable defibrillators, generating hundreds of claims per day, and their current software is unstable and being sunsetted. It was a natural extension for ZOLL to use our expertise to build them a solution to process claims submitted for their vest, which was issued as a prescription.
Development required collaboration between the two divisions; defining requirements, working out integration, incorporating feedback, developing implementation and testing plans. But the LifeVest team lacked experience in software development process, methodology, and visioning; the development team lacked experience in billing processes, payment posting, and healthcare insurance. Getting everyone moving toward the same goal was difficult, when we weren't even speaking the same language to articulate the goal.
To provide a visual language and metaphor for both teams to understand the product vision and goal, I used LifeVest's current workflow process definition to draft a visual outline of the new claim lifecycle with improvements and efficiencies, highlighting key user types. Using the details from their 50+ page workflow document, I streamlined the flow by looking for patterns and commonality. The flow was supported by wireframes pointing to key screens so each team had insight into the types of data being collected, and what dependencies were introduced as the application moved toward completion. The app would use behind-the-scenes business logic to automate much of their repetitive, tribal knowledge tasks.
We employed a red light/green light concept to highlight where business logic would automatically move validated items through the system (green light), and where items required user intervention and interaction (red light).
This helped both teams get started, and gave everyone a consistent base from which to question, confirm, and fill in gaps in process, role and interface. It proved helpful for ramp-up of new stakeholders on both sides, and became the baseline of our ongoing presentations to the business.
Over time, the team's UX Designer worked to simplify the flow, and as a result, simplify the application's base patterns and processes.