Getting rid of all the paperwork for all parties
In some cases, you have to request an authorization for special care or support, such as a compensation for your trip to the hospital or when you want to be treated in a hospital outside of the Netherlands. This request could be submitted by sending us a letter with a long form inside, whereafter you could expect an answer within approximately 8 - 10 days by post. As a patient, you don't have 10 days, because you are in need of care at that moment. How can we inform the patient as fast as possible about whether we give compliance or not?
The (obvious) answer: digitizing.
We grabbed the paper form and started scrapping all questions that didn’t have any impact on the outcome of the authorization. Next, we checked out which information was necessary for the system to give the authorization by itself. This way, customer service doesn't have to check each submission individually anymore, which reduces a lot of workload. And at last, we created a flowchart to determine how many questions the client has to answer. Not all questions are related to the patients situation. That's why some users can be done with just 4 questions, while someone else get's 8 based on their answers.
But just digitizing wouldn’t cut it. So I started designing with the One UI system software of Samsung in mind:
Creating forms that could be completed with just one thumb (wherever technically possible)
A mobile-thumb-friendly design. We tried to tweak each question in such a way, that you can answer most questions with just your thumb. The clients we invited for the usability test easily clicked through the prototype and were done in just a minute or 2. It was easy to use, easy to understand and easy to submit.
To make it more user-friendly, I renewed the well-known radio button in such a way that it was more thumb-friendly.
The radio button we grew up with. Aligned on the left, not communicating that the whole element is clickable and out of reach for your right thumb
The new radio button. Aligned on the right within a border, that communicates that the whole element is clickable and always within thumb reach
- First time right should be 100%, with the exception when someone submits a form with an open input field that cannot be automatically validated
- We (technically) can give compliance directly after the forms have been submitted (except for forms with an open input field)
- A huge reduction in costs and workload for the customer service department, since they don't have to validate each individual form and copy-paste all the data in their systems.
- A huge call reduction, since people get an answer within 1 day, where they used to start calling after day 5 about the status of their authorization