UX/UI Design
User Testing
Data-Driven IA
Epic Billing Transition
Led UX/UI design for Sharp HealthCare's electronic health record (EHR) billing transition: designed dual-platform billing experience for 785,000+ patients during year-long migration, then streamlined to unified system using analytics-driven insights and iteration.
ROLE | Lead UX/UI Designer |
CLIENT | Sharp HealthCare |
YEAR | 2023 – 2025 |
The Challenge
A major healthcare EHR system migration forced 785,000+ patients to navigate two separate billing platforms for one year based on appointment dates. Without clear guidance, patients would face billing confusion, payment failures, and diminished trust. The challenge: guide patients through this complexity, then streamline the experience post-migration using analytics and user insights.
My Role & Approach
As UX/UI Designer, I stepped up to lead the project when the Senior UX Designer departed after one month. I conducted competitive analysis of healthcare organizations that completed similar EHR billing transitions, led usability testing with diverse patient groups, and collaborated cross-functionally to design solutions while navigating legacy system constraints.
Testing Parts in Isolation Method
Progressive testing method validating terminology options ('legacy' vs 'old' vs 'previous') with patient groups.
Design Leadership
Led UX/UI design after Senior UX Designer departure across two-platform migration affecting 785,000+ users.
Innovative Testing Method
Developed visual prototypes for "testing parts in isolation" method to validate patient-facing terminology, ensuring users could identify correct billing platform.
Multi-Touchpoint Design
Created cohesive patient experience across five digital touchpoints while navigating two CMSs and design systems to diminish development costs.
Data-Driven Iteration
Leveraged post-launch analytics to simplify architecture from dual-platform to unified system, reducing patient confusion.
KEY OUTCOMES
Impact & Results
37%
Growth in payment volume since Epic launch (as of Aug. 2025)
785K+
Patients guided through dual-system transition
325K+
Patient accounts activated in first 6 months since Epic launch
The Solution
Service Date Decision Tree with Visual Education
Designed decision tree with two-button interface allowing patients to self-select correct billing platform based on their service date. Created step-by-step payment instructions with visual guides using existing design system components.
Multi-Product Communication Strategy
Developed communication strategy across five touchpoints: Sharp.com billing pages, legacy system alerts, app visuals, Epic portal messaging, and patient bill messaging. Collaborated to archive outdated features while maintaining legacy payment plan access.
New Sharp.com billing pages guiding patients to the new Epic billing platform
Legacy billing system with alert banner notifying patients of transition
Sharp app promo designed for digital and physical touchpoints
Analytics-Driven Simplification
One year post-Epic launch, used analytics data to reorganize billing site architecture, eliminating the decision tree and simplifying navigation. Streamlined content hierarchy to reduce cognitive load while preserving access to legacy payment plans for ongoing obligations.
KEY INSIGHTS
User Validation
One year post-launch, conducted moderated usability testing with existing patients across desktop and mobile devices. Testing validated whether patients could easily find payment CTAs, understand the billing landing page, navigate legacy payment plans, and provided feedback on alternative interface designs.
Key Findings
Simplified Layout Reduced Decision Time
Patients appreciated the clean, simple layout with large, clearly labeled buttons that enabled quick action without overwhelming cognitive load.
Hero CTAs Improved Task Efficiency
Participants valued having primary call-to-action buttons prominently placed in the hero section, allowing immediate access to billing tasks without scrolling.
Responsive Design Validated Across Devices
Testing revealed equal usage between desktop and mobile (50/50 split), confirming the importance of the multi-device design approach.
Iteration Based on User Feedback
Removing duplicate CTAs below the hero eliminated confusion and streamlined the experience, demonstrating the value of continuous user testing and refinement.