UPMC: IDP Review Tool

Fall 2024 - Spring 2025

Tools: Microsoft Loop, Miro, Azure DevOps

My Role

As the UX Designer on this project, I led early discovery, UX writing, and documentation to shape an interface that supports Medicare Enrollment Specialists in validating HIPAA and OCR form data. I applied core UX principles to ensure the experience was accessible, usable, and efficient — particularly within a complex AI-assisted workflow — helping users navigate and confirm sensitive health information with clarity and confidence.

Problem: The current OCR product does not include a central 'home' space for the Enrollment Specialist user to review, assess, edit, and submit HIPAA documents.

🤔How might we… design an experience that enables users to review and submit HIPAA forms in a user-friendly way that increases work efficiency and employee satisfaction? (We have the technology to scan in patients’ HIPAA forms, so we need to create a broader desktop experience for them to make edits and submit.)

Impact: In solving this problem, we would be able to "provide the Health Plan and Medicare Enrollment department: reduced operational cost, reduced manual processing times, increased data accuracy, and increased employee satisfaction.

UX Research Activities:

Conducted an explorative interview with business stakeholders to identify key business goals and objectives. --> The key objective learned was a speedier way for applications to be scanned without manual intervention.

Researched AI interface usability heuristics to ensure optimal UX principles are present in this design. --> The key relevant usability heuristics revolved around overall system interactivity. Elements such as user feedback notifications and progress bars help the user trust that AI is leading the process adequately and enables them to quickly notice when a manual change is needed.

Reviewed optimal UX principles to ensure that these principles are applied to the File Dashboard.

Conducted an informal competitive analysis to determine what UX principles would make the dashboard most effective and up to standard with modern expectations. The findings were as follows:

UX: Key Features and Principles in Solutioning for This Project:

Visibility of system status

When users interact with these AI systems, they should be kept informed of what the system is doing. Providing this real-time visibility into the status keeps users aware of progress, sets expectations about response times, and helps them perceive the causality between their inputs and the AI’s outputs.

Recognition rather than recall

Applying this heuristic means that interfaces should minimize the need for users to memorize information when operating them. Information should always be visible in the interface or conversations so they can better guide users on effective prompts and inputs. AI interfaces have to minimize the user’s memory load by making options, commands, and potential actions visible or easily retrievable.

Accessibility

Use of some color to communicate beyond text

Usability

Keeping 5-9 new documents on each page of the dashboard at a maximum to increase memorability of tasks at hand for a given time
Unsaved data prompts available if the user exits out of a form in progress
Tabbed pages on the dashboard for "Needs Review" and "Submission History"

Desirability:

Use of white space with modern UX to increase work efficiency and avoid overwhelming users

Used co-created design process to chart the path for UX thinking:

Initial User Flow:

Examples of some UX Writing:

Unsaved Data Prompts: When exiting a document while editing, users should see an unsaved data prompt with the title "Unsaved Data" and the body text "Are you sure you wish to exit and abandon your progress?" The prompt will include the button options entitled "Exit" and "Cancel".
Submission Confirmation: When submitting a document, users should see a submission confirmation with the title "Submission" and the body text "Are you sure you wish to submit the form and are finished making changes?" The prompt will include the button options entitled "Submit" and "Cancel".

These UX Decisions Needed to Align with the Following Business Requirements: