Taking a Design-Led Approach to a Provider Portal Experience

Availity, a benefits and claims management platform, facilitates over 4 billion clinical, administrative and financial transactions annually for their payer & provider network.

Facing market pressure from customers and competitors, Availity wanted to take a blue sky approach and reimagine their provider portal to reduce the overhead that resulted in calls to support. They turned to Emids for their design-led approach to product creation.

Emids and the Availity product team worked to ideate, research, and deliver on an experience prototype, initially solving for a narrow slice of the workflows that could be scaled to the entire platform. 

With an advisory committee, composed of existing end users spanning organization size and specialty, the Emids team implemented an agile, iterative design and research framework that allowed for the quick creation of design concepts that could be tested with end users before the next iteration.

The final experience design was delivered in the form of a clickable Invision prototype.

End users were delighted by the reimagined portal experience, remarking how quickly and frictionless formerly confusing processes were made, which will no doubt reduce the need for phone calls to health plans for support.

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