PRIVI
PRIVI
PRIVI
PatientFi
PatientFi
PatientFi
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
Borrower Portal
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
How might we create a unified platform that simplifies the experience for providers and offers patients flexible payment options for memberships and treatments?
Nov. 2024 - Present
Timeline
Senior Product Designer
Role
Nov. 2024 - Present
Timeline
Senior Product Designer
Role
Background
Background
We unified PatientFi and PRIVI into one platform, shifting PRIVI to a transactional model and redesigning the member portal for seamless patient management of transactions and memberships.
We unified PatientFi and PRIVI into one platform, shifting PRIVI to a transactional model and redesigning the member portal for seamless patient management of transactions and memberships.
Objectives
Objectives
1
Unify Platforms
Merge PatientFi and PRIVI into a single, cohesive platform to streamline services and support the needs of both healthcare practices and medspa providers.
1
Unify Platforms
Merge PatientFi and PRIVI into a single, cohesive platform to streamline services and support the needs of both healthcare practices and medspa providers.
1
Unify Platforms
Merge PatientFi and PRIVI into a single, cohesive platform to streamline services and support the needs of both healthcare practices and medspa providers.
2
Enhance Platform Functionality
Transition PRIVI from a plan-building model to a transactional experience to better align with user needs and expand the platform’s capabilities.
2
Enhance Platform Functionality
Transition PRIVI from a plan-building model to a transactional experience to better align with user needs and expand the platform’s capabilities.
2
Enhance Platform Functionality
Transition PRIVI from a plan-building model to a transactional experience to better align with user needs and expand the platform’s capabilities.
3
Redesign the Member Portal
Design a seamless portal to make it easy for patients to accept and manage transactions and memberships.
3
Redesign the Member Portal
Design a seamless portal to make it easy for patients to accept and manage transactions and memberships.
3
Redesign the Member Portal
Design a seamless portal to make it easy for patients to accept and manage transactions and memberships.
4
Simplify the User Journey
Ensure a smooth and intuitive experience for patients through improved transaction flow and clear payment options.
4
Simplify the User Journey
Ensure a smooth and intuitive experience for patients through improved transaction flow and clear payment options.
4
Simplify the User Journey
Ensure a smooth and intuitive experience for patients through improved transaction flow and clear payment options.
Research
Research
To kick off the process, we analyzed competitors in the buy-now-pay-later industry to understand how their customers accept and manage transactions. This research aimed to uncover best practices and identify potential areas of friction we could address in our platform.
To kick off the process, we analyzed competitors in the buy-now-pay-later industry to understand how their customers accept and manage transactions. This research aimed to uncover best practices and identify potential areas of friction we could address in our platform.
Ideation
Ideation
At this stage, I brainstormed ideas to address both accepting transactions and selecting payment plans for treatments or membership services.
At this stage, I brainstormed ideas to address both accepting transactions and selecting payment plans for treatments or membership services.
User flow
User flow
After brainstorming, I mapped out a series of flows representing the current transaction process for both PatientFi and PRIVI. Each flow varied depending on whether the borrower was approved (Financed + Banked) or denied.
After brainstorming, I mapped out a series of flows representing the current transaction process for both PatientFi and PRIVI. Each flow varied depending on whether the borrower was approved (Financed + Banked) or denied.
Design
Design
It was time to define the design direction and establish a cohesive identity for the product. After thorough exploration, we aligned on a softer, more approachable aesthetic that seamlessly integrated PRIVI’s brand principles. This approach balanced user-centric design with brand consistency, creating an intuitive and visually harmonious experience.
It was time to define the design direction and establish a cohesive identity for the product. After thorough exploration, we aligned on a softer, more approachable aesthetic that seamlessly integrated PRIVI’s brand principles. This approach balanced user-centric design with brand consistency, creating an intuitive and visually harmonious experience.
Homepage
Homepage
PRIVI
Transactions
PRIVI
Transactions
Next, I began with approved financed borrowers, designing for each scenario starting with the simplest path. This included a member logging into their portal, reviewing their treatment transaction, and selecting a payment plan.
Next, I began with approved financed borrowers, designing for each scenario starting with the simplest path. This included a member logging into their portal, reviewing their treatment transaction, and selecting a payment plan.
Membership Acceptance
Membership Acceptance
PatientFi Transactions
PatientFi Transactions
The next flow I designed focused on how PatientFi borrowers accept transactions. This flow differs significantly from the PRIVI borrower experience. PatientFi borrowers accept a transaction amount that aligns with their initial approved amount during the application process. In contrast, PRIVI borrowers add individual treatments, and their approval covers the total cost required to finance those treatments.
The next flow I designed focused on how PatientFi borrowers accept transactions. This flow differs significantly from the PRIVI borrower experience. PatientFi borrowers accept a transaction amount that aligns with their initial approved amount during the application process. In contrast, PRIVI borrowers add individual treatments, and their approval covers the total cost required to finance those treatments.
Transaction Acceptance
Transaction Acceptance
PatientFi & PRIVI Transactions
PatientFi & PRIVI Transactions
The final flow I designed addressed a scenario where a borrower is both a PRIVI and PatientFi customer. In this case, the interface needed to display a card that combined both a membership-based transaction and a dollar-amount transaction with associated treatments, seamlessly integrating the PatientFi and PRIVI experiences into a unified view.
The final flow I designed addressed a scenario where a borrower is both a PRIVI and PatientFi customer. In this case, the interface needed to display a card that combined both a membership-based transaction and a dollar-amount transaction with associated treatments, seamlessly integrating the PatientFi and PRIVI experiences into a unified view.
Membership & Transaction Acceptance
Membership & Transaction Acceptance
Takeaways
This project was a significant undertaking that demanded time, patience, and strong collaboration. Working under a tight deadline with considerable pressure from stakeholders, we remained focused on delivering a user-centric solution. Despite the time constraints, design and product teams maintained alignment, ensuring decisions were both user-driven and aligned with business objectives.
Through this experience, I reinforced the importance of returning to fundamentals and following a structured design process to clarify complex challenges. By deconstructing each flow for each user type, we created a clear path forward that enhanced both usability and business impact.
Next Steps
Next Steps
Following the release, I plan to gather feedback from both borrowers and providers to assess the effectiveness of the design. Should we receive actionable insights, we will evaluate them carefully and prioritize any necessary improvements as part of a fast-follow iteration, ensuring continuous enhancement where it aligns with user needs and business goals.
Following the release, I plan to gather feedback from both borrowers and providers to assess the effectiveness of the design. Should we receive actionable insights, we will evaluate them carefully and prioritize any necessary improvements as part of a fast-follow iteration, ensuring continuous enhancement where it aligns with user needs and business goals.
