How can jobs-to-be-done and behavioral strategies set the stage for design?
Current patient payment approaches fell short of UX and business standards - resulting in an online payment rate of less than 10% (while near 75% of people in the USA regularly pay their other household bills online).
In this project, we took a step back to organize and prioritize patient payment work through use of the Jobs-to-be-done methodology and a few key behavioral strategies.
Foundational research to uncover unmet patient needs using Jobs-to-be-done
Workshop and collaboration to integrate behavioral principles into design
Design quality review (heuristic evaluation) to refine design and ensure consistency
Beta release, instrumented for experimentation (in-progress)
Lead design researcher and research project management
Design quality increased significantly which further showcased the value using JTBD and behavioral strategies to set the stage for design work
This research produced several behavioral tools that will be used continually for reference in the design process.
As a result of research, the product team prioritized bill clarity and patient understanding in the payment process, where it previously was deprioritized