OrthoFi Resolve
How can we design a system to empower our customer service agents to better manager their workflow and have the information they need at their fingertips?
Introduction
Introducing the first component of OrthoFi’s new claim management application, Resolve. Resolve streamlines orthodontic insurance processing by clarify confusing protocols, reducing unnecessary phone calls, and consolidating the number of tools needed to process a claim.
Client
OrthoFi
Project Duration
April - June 2019
Team
1 Product Manager, 1 Product Designer, 4 Engineers
Role
Lead Designer • Research • UX • UI • Prototyping • User Testing
Application Structure
Resolve’s information architecture follows the natural flow and progression of the steps taken to resolve a claim — starting top level at policy info and moving further down to to patient, treatment info, and account notes. The agent utilizes this information and any additional information received from the carrier to populate the fields on the right before submitting the task.
Smooth Operator
Interaction is key when designing interfaces. Intuitive and fluid motion helps guide the user on their tasks and serves as a way-finding device. And frankly, it feels nice.
When a claim is routed to an agent, the agent is greeted with the bright color gradient and corresponding playful illustration of the task type that serves as not only a wayfinding device but also to delight the user.