PRINT DESIGN // Healthcare billing: Paper statement redesign (page 1 shown).

The problem:

With ~140 hospitals across the U.S., multiple electronic health record platforms, and 20 different bill designs, there was a need to standardize the paper bill across all markets. Improving the consumer experience with the paper bill touchpoint using a human-centered approach involved multiple rounds of consumer research to understand the problem from their perspective. There is considerable confusion, stress and frustration around hospital billing, and as a result, bills don't get paid in a timely manner.

The solution:

Design a clear, relatable paper bill; reduce confusion resulting in patient escalation; optimize revenue collected; minimize operational costs; inform patients abut insurance collection efforts. Our "north stars" keeping us on track in this effort involved a focus on clear and reassuring language, consistency, clear visual and content hierarchy, transparency and helpfulness. Collaboration with stakeholders included revenue cycle, product, and print vendor.

The result:

(Quotes taken from consumers during testing):

"I would feel good about Ascension as an organization because I would feel like they cared. They're really taken the time to have this bill that really gives me most of the information that I need and want."

"I love the pie. I was like, wow that is so helpful. It's a visual cue for me that also has the breakdown."

"There's no question [if] there's a stone left unturned. They processed all my insurance and if this is what I have to pay them, this is definitely what I have to pay."