BACKGROUND

When I first joined HealthEdge in Jan 2016, the UX at the company was non-existent. I realized from my orientation that we had no socializable knowledge of whom we were making the software for. All the knowledge remained locked in with Sales SMEs and Product Managers. After talking to Engineers, QA and Documentation folks, I realized this was more problematic than I first thought because they had asked this and no one had helped. Stories were being written within the context of Personas, and hence much of the churn was around the validity of the effort involved as Engineers asked why are we doing this? This was quiet disconcerting as Payor is the main cash cow product of HealthEdge.

MY ROLE

As the first order of the day, along with other products, I started research on this product as well. I made over 15 site visits, met hundreds of users, and interviewed them. I performed Task Analysis and Contextual Inquiries with my team. I collected data via surveys as well on specific issues. Focus group of over 20 users was created through the same exercise. I then created communicable Persona posters which can become the internal "speak" of the Product and Engineering teams. I held Tech Talks during which I educated rest of the company on the Power of Personas and also revealed the Posters for general availability.

PAYOR PERSONAS

The product serves over 13 Personas

You can view all posters here in full screen