Empowering Sana members with transparent healthcare pricing through compliance with the No Surprises Act was no small feat. This case study delves into the design journey of a 0-1 tool, launched within a tight deadline, to provide accessible and clear pricing information for 500 common medical procedures.
The problem at hand was multifaceted: a legislative landscape demanding transparency, a vast amount of data to distill, and a tight timeline for compliance. The absence of a streamlined tool left members in the dark, inhibiting their ability to navigate healthcare costs with confidence. The challenge was not just to design a tool but to design a solution that would seamlessly integrate with the Sana member portal, become a beacon of transparency, and, most importantly, empower members to take control of their healthcare choices while avoiding financial pitfalls.
Tasked with achieving compliance by January 1st, 2023, and starting the project in October 2022, this rapid development required a trifecta of collaboration, communication, and a lean approach. The following outlines the streamlined process that culminated in the successful launch of this crucial tool in just over three months.
Collaborating closely with the lead PM and key stakeholders, we distilled 556 pages of information into essential requirements for the MVP. A collaborative effort with stakeholders across the company ensured a solid foundation for the project.
As requirements and internal roadmaps were being set, I was able to start rough wireframes to get quick feedback, fostering deeper alignment within the team. These rapid cycles guided us toward a robust direction that was not only easy to build and maintain but also scalable. Below are several "Sharpie Sketches" that I worked through during a two day design sprint.
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A snapshot of one direction that got a ton of positive feedback and collaboration but was too complicated to build in a short time.
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Another iteration was exploring incorporating pricing information seamlessly into our provider search tool
By nurturing a culture of collaboration and open communication, we successfully transformed the traditional handoff model into a dynamic, iterative process. This collaborative approach was pivotal in achieving major milestones efficiently and, ultimately, in the successful and timely launch of the healthcare cost navigation tool. The following were the core pages of the experience that allowed my Engineering partners to completing the circuit between back-end and front-end.
Landing page + Search:
Members can seamlessly explore healthcare procedures using a variety of inputs, including CPT codes, plain language descriptions, and detailed explanations. Below are a curated array of related resources. These resources provide users with valuable insights into their benefits, coverage specifics, and plan details. Although this page is simple, our goal was to get members to take action and find exactly what they were looking for.
Version one of the Cost Estimator landing page
Provider results:
Once a search is preformed, users can explore a wealth of information, including CPT codes, plain language descriptions, and vital specifics such as limit amounts, prior authorization requirements, and preventive guidelines for each procedure. This granular level of detail not only demystifies the intricacies of medical procedures but also empowers members with a holistic understanding of their current plan. This page needed to be extremely flexible to account for a variety of information.
Pricing page that displays important information to help our member's be informed before making a decision
Pricing Breakdown
Going beyond surface-level insights, our tool displays transparent healthcare costs by presenting clear historical billing amounts and breakdowns. The detailed breakdowns offer a nuanced exploration of expenses, shedding light on every facet of the billing process. From visit limits for both Physical Therapy and Mental Health Therapy sessions to specific accumulators, our tool provides a comprehensive narrative of costs. This level of transparency transcends the conventional, ensuring that our members not only comprehend their financial responsibilities but are also poised to make informed decisions, fostering a sense of control and confidence in their healthcare endeavors.
Comprehensive price breakdown page which show the estimated responsibility for a specific procedure
With a solid prototype, I conducted 10 unmoderated usability tests, refining the tool based on user feedback. Iterations addressed issues such as confusion in non-contract pricing information and the need for more detailed content on accumulator information.
Estimated Non-Contract pricing information was confusing and wasn’t clear to members at a glance. This allows members to understand their cost going OON with Sana. See more iterations below.
Showing current accumulator information was a huge help, but more detailed content and positioning were needed for users who had questions about what this information means.
Additional Procedure information lacked visual emphasis with certain procedures requiring members to reach out to Sana for prior authorization.
The first iteration of the Estimated Non-Contract price which members struggled with.
Several iterations that helped users understand the expected cost for non-contracted providers
The final iteration tested well and was far easier to implement than previous directions.
Instrumental in preventing heavy fines imposed by the US government, this tool not only safeguards members' financial well-being but also fosters trust. By laying the groundwork for future pricing transparency projects, we are positioned to continually enhance member experiences and operational efficiency.
