Embedded Files
TASK: Implement a "score" that indicates the likelihood of an insurance claim being accepted
AI has been a hot topic of conversation at TherapyNotes, and we have been exploring different ways of adding it to the application to make our users' jobs easier. One of the ideas was a concept of a "claim score" - a score that would indicate to the biller the likelihood of a claim being rejected. In conversations with the PM about this approach, I suggested that a 'rejection score' might be a little too negative, and they might want to consider flipping that around and displaying it as a score that depicted the likelihood that the claim would be accepted instead. My concern was that a 'rejection score' might cause negative feelings within the user, and may cause a reluctance to use the technology altogether. With a new approach decided, we set out to brainstorm some different ways to display this score on an already-very-busy page, the Submit Electronic Claims page.
Brainstorming
Brainstorming
We began by brainstorming different ways to display the score. We had to consider how many different types of values we wanted to display - should it be a 50/50 pass/fail? Should there be a third, in-the-middle 'we're not really sure' score? We decided for MVP, we would only put out a 'green' 'success' score, but wanted to plan for what others might look like as well if we wanted to incorporate them into later phases of the project.
We also discussed whether the score should be represented as a whole number or as a percentage - and we decided on a percentage that would indicate the likelihood of success (claim acceptance).
Considerations
Considerations
There were many things that needed to be considered when figuring out where to display this score. In my notes next to each scenario in the image to the left, I outline my thought process for where a score placement could or couldn't work nicely.
Which claim score design works best?
Which claim score design works best?
We decided to try out both designs in different placements on the claim container, to see which might look the best; but also, which one relayed the information in the clearest manner. One thing I really liked about the tag + icon option was that we weren't just relying on color and numerical values alone to relay information - the addition of the icon helped users from an accessibility standpoint. The absence of the icons could leave the user wondering about what our arbitrary numerical values really meant, and if the user had any kind of color blindness, the numerical values alone would mean even less.
The Tags + Icons option wins!
The Tags + Icons option wins!
After many discussions to determine the best placement for the claim score, we settled on the tag + icon style, using our TherapyNotes semantic colors for error, warning, and success, docked in the upper right hand corner of the claim container.
I also documented the design requirements for developers to build the tags themselves, as these would ultimately become components to be reused in our design system.
You can see more of the design file here.
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