Provider Portal

Problem:

DHHS programs lacked a dedicated Provider Portal, causing issues with manual data entry, unclear processes, and inconsistent communication methods among providers. This gap hindered program efficiency and client service.

Solution:

Our project introduced a modern Provider Portal, streamlining application processes, reducing data entry burdens, and offering tailored access levels. This centralized solution promotes uniformity, integrates seamlessly with existing systems, and enhances overall program management.

Prototype

GOAL

Create a provider portal that would facilitate service providers in Montgomery County to invoice for their services.

TIMELINE

Sept 2023 - December 2023

TOOLS

Figma, FigJam, Excel, Mural

Design Process

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Design Process ──

User Problem

Providers in DHHS programs faced challenges due to the absence of a dedicated Provider Portal. Manual, paper-based application processes led to inconsistent data entry, causing frustration and potential errors. The lack of a centralized system also meant that providers had to navigate unclear processes and cope with varied communication methods, impacting the overall user experience. This not only consumed valuable time but also introduced the risk of incomplete or inaccurate information.

Business Problem

The absence of a centralized Provider Portal posed a significant business challenge for DHHS programs. The manual, paper-based approach resulted in inefficiencies, with processing times extended due to data entry demands. The lack of uniformity in processes and communication hindered effective program management, making it difficult to establish clear policies across different programs. This operational inefficiency not only impacted the quality of client service but also posed a potential risk to data accuracy, compliance, and overall program effectiveness. Addressing these issues was crucial to enhancing both user satisfaction and the overall efficiency of DHHS program operations.

Delving into the Research👇

In the research phase, we aimed to tackle the user and business challenges. The lack of a Provider Portal caused frustrations for users dealing with manual tasks and unclear processes. In tandem with functional specifications, requirements, and a comprehensive data model flow, our research aimed to deepen our understanding of user pain points, gather insights into program-specific needs, and validate the effectiveness of the proposed Provider Portal solution. This phase served as a critical foundation for refining our designs, ensuring they not only meet the immediate needs of users but also aligned with the broader goals of enhancing program efficiency, data accuracy, and overall operational effectiveness within DHHS programs. This phase was crucial for refining our designs and ensuring they effectively enhanced program efficiency and data accuracy.

We gathered requirements for the Provider Portal by working closely with county employees who directly interact with service providers. Their firsthand insights into user needs, goals, and invoicing processes were instrumental. This collaborative approach ensured that the portal was designed to address the practical challenges faced by users in DHHS programs.

Understanding the end-to-end user flow, from a childcare provider logging in to accessing a list of locations, viewing clients with active benefits, applying filters, and managing invoicing, was crucial. This comprehensive mapping ensured a seamless and efficient experience, allowing providers to effortlessly navigate through tasks, submit invoices, check statuses, and maintain a clear record of payments and invoices paid. This insight was pivotal for refining the user interface and ensuring a user-friendly Provider Portal that aligned with the specific needs of service providers.

Ideation & Initial Designs 🖌️

To initiate our ideation process, we began with rapid brainstorming sessions, opting for a more dynamic approach by delving into lo-fi wireframes. This decision allowed us to quickly visualize and iterate on our ideas, ensuring a more fluid and collaborative ideation phase. Drawing inspiration from the gathered insights and requirements, our lo-fi wireframes provided a concrete starting point for the progression of the Provider Portal design. This method facilitated a more iterative and user-centric approach from the outset, setting the stage for a design that not only met but would exceed the expectations and needs of DHHS program users.

Throughout the wireframing process, I diligently documented notes and formulated clarifying questions to ensure a seamless and productive collaboration with stakeholders.

Final Iteration of Lo-Fi Wireframes

Design System 🎨

After finalizing the mid-fidelity wireframes, we embarked on crafting our design system. This pivotal step ensured consistency and efficiency in building out the screens. With every element meticulously curated, our design system emerged as the beacon guiding our creative endeavors. It became our trusted ally, empowering us to create cohesive, polished interfaces that resonated with our audience.