Julia Hana Pak

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Julia Hana Pak

Stoll Health: Making Imaging Costs Transparent

Stroll Health: Making Imaging Costs Transparent

OVERVIEW

In a fast-paced startup environment, I worked directly with the founder to redesign Stroll Health’s scheduling and rescheduling flows, handling edge cases like missing insurance information, running user tests on filter and sort interactions, and delivering the final visual design to make imaging costs transparent and actionable.

ROLE

UX Designer

TEAM

3 designers, 2 developers, founder, co-founder

TIMELINE

2016 (6 weeks)

Deliverable

44 mobile screens & 47 desktop screens

Background

This project focused on developing a preauthorization tool for medical professionals, enabling them to submit patient procedure requests for insurance approval. This project aimed to modernize the workflow by developing a digital tool that allowed nurses to submit and track procedure requests more efficiently.

Stroll Health is tech company that provides price estimates for medical imaging tests. People with health insurance or without insurance can find affordable prices.

Problem

Nurses faced inefficient workflows and struggled with complex documentation processes like faxing forms, leading to delays in patient care.

Patients struggled to compare imaging costs, and providers lacked a streamlined way to guide them. The redesign focused on making the patient portal intuitive, so users could schedule or reschedule procedures easily, quickly, and with confidence

Solution

I designed a simplified interface from the ground up that allows for a quick input of patient information and procedure codes, streamlining the approval process.

I redesigned the scheduling and rescheduling flows, improved the sort and filter functionality, and simplified the interface to make the portal more intuitive and modern. The updates supported Stroll Health’s mission of transparency, helping patients without insurance see out-of-pocket costs clearly and make informed decisions with confidence.

Results

Improved Accessibility: The portal’s accessibility score increased from 65 to 90.

Streamlined Nurse Workflows: Post-launch user surveys revealed a 40% reduction in manual paperwork and faxing, enabling nurses to spend more time on direct patient care.

Operational Efficiency: Preauthorization requests are now processed faster and with fewer errors, reducing back-and-forth communication between clinics and insurance providers.

Positive adoption: Within the first 3 months, over 80% of nurses migrated from paper-based requests to the digital portal.

We ended up building over 120 screens and conducting over 32 user interviews. The Stroll Health team was really please with our findings and our designs. They were particularly excited about the new style guide and the new feature or predictive and autocomplete search. Our client was very pleased with the results. Stroll Health won Traction Health 2.0's Startup Championship using our designs back in 2016.

1. Discover

Market research

The team analyzed Stroll Health's competing and analogous companies in the market. Stroll's unique proposition value is the price estimates and online booking. To highlight that, Stroll needed enhancements such as a clean user interface, white space, and easy navigation.

Job stories

Credit: Replacing User Stories with Job Stories by Alan Klement

Example of job stories:

1. When I search for a place to get a test/procedure, I want to filter results by cost so that I can make sure I’m getting the best deal.

2. When I find a good testing facility, I want to book my appointment online right away so that I don’t have to take extra time/steps to make a phone call.

User interviews

We interviewed 16 people - uninsured and insured. We asked them questions to simply discover user needs and problems in healthcare. This helped us empathize with our users and design a solution for them.

To synthesize our findings, we looked for common issues and values. Using post-it notes we wrote down every need mentioned in the interviews. We selected the ones that had high user and business impact. For example, all the uninsured interviewees care about price. And many want the best quality care.

“I like to read patient reviews of doctors, especially if they’ve had a bad experience” - User from moderated interview

“When I had insurance I’d look up general pricing. Now that I don’t have insurance, I will definitely call and figure out if I can afford it and if I need to go.” - User from moderated interview

2. Define

Information Architecture

We mapped out the information architecture to include new features.

Screenshot of Information architecture diagram I created for the team.

Task Flow

When it comes to a task flow, it is important to lay out the tasks from a user's perspective. First time users expect to browse around before making commitments. With the current system, users were forced to enter in personal and medical information to view results. We created a task flow. This task flow would allow users to find information quickly. It would save users the inconvenience of having to provide personal information in order to view results. We also incorporated account creation towards the end after the user made his/her decision to book.

Screenshot of task flow diagram I created for the team

3. Design

Google Google Ventures Design Sprints' Crazy 8s

With a task flow to work with, we brainstormed ideas for UI sketches. Using a brainstorming exercise developed by Google Venture Design Studio, the entire team participated in a design sprint called Crazy 8’s. Each team member rapidly generated 20 concepts of the three use cases. We wanted to explore many options as possible and then converge by voting on the sketches we liked. The goal was to take the best concepts to develop further into low-fi mockups.

Mobile wireframes

We created lo-fi mockups for mobile first. Our client was involved every step of the way and gave us useful feedback on our Lo-Fi's. Here are some examples of the mockups I designed for.

4. Test & Iterate

Usability testing

The next step was to validate our redesigns. Using Marvel, we prototyped the lo-fi mockups to run usability tests on 8 people. After making adjustments, we refined them for hi-fi mockups.

First iteration —> Revised version

Intake form

This is where we collect the patient, procedure, diagnosis, physician, and facility details. All of these details will then be passed into what we call the "rules engine" which essentially will automate/generate the status of 40% of all procedure requests without the need for any manual human intervention.

Final Designs

5. Design

Final Designs

BEFORE

AFTER

Search for procedure

Results sort & filter

Facility detail page & schedule appointment

Managing appointment

Results

We ended up building over 120 screens and conducting over 32 user interviews. The Stroll Health team was really please with our findings and our designs. They were particularly excited about the new style guide and the new feature or predictive and autocomplete search. Our client was very pleased with the results. Stroll Health recently won Traction Health 2.0's Startup Championship using our designs.

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