Patient subscription plan management

Designed and launched a patient subscription plan management product for an online health startup's EHR (electronic health records) system

Role

Lead Product Designer + Research

Duration

2 weeks from design to launch + 2 weeks to iterate

Company

Health tech startup

Overview

Gain a competitive edge with new pricing model

When Patients sign up for a treatment, they could only sign up for a monthly plan. We wanted to expand the options for Patients to enable them to subscribe for longer durations, helping them to earn a discount and save costs while also extending Patient loyalty and contracts for better Patient retention.

Constraints

System lacked capabilities

Our system could not track multi-month subscription plans

Integrate with billing software

We had to consider integrating with our third party billing software

Tight deadline

The launch date was <1 month, giving our team just 2 weeks to build an MVP

System lacked capabilities

Our system could not track multi-month subscription plans

Integrate with billing software

We had to consider integrating with our third party billing software

Tight deadline

The launch date was <1 month, giving our team just 2 weeks to build an MVP

System lacked capabilities

Our system could not track multi-month subscription plans

Integrate with billing software

We had to consider integrating with our third party billing software

Tight deadline

The launch date was <1 month, giving our team just 2 weeks to build an MVP

Objective and goal

How might we enable the billing team to easily manage plan changes?

Flexible

Improved flexibility and ability to accommodate a wide variety of subscription lengths and discounts

Easy to make changes

Enable Billing team to make changes independently, without product or engineering involvement

Customer retention

Increase customer retention and create a competitive advantage with multiple offerings

Flexible

Improved flexibility and ability to accommodate a wide variety of subscription lengths and discounts

Easy to make changes

Enable Billing team to make changes independently, without product or engineering involvement

Customer retention

Increase customer retention and create a competitive advantage with multiple offerings

Flexible

Improved flexibility and ability to accommodate a wide variety of subscription lengths and discounts

Easy to make changes

Enable Billing team to make changes independently, without product or engineering involvement

Customer retention

Increase customer retention and create a competitive advantage with multiple offerings

Design approach

Collaborate early & often

I worked with a PM to identify which pricing models to support. I then brainstormed with the PM and lead Engineer to explore how we might deliver a scalable solution within two weeks.

I also conducted multiple user research sessions with and gathered feedback from our Billing team to ideate, test, and iterate on designs.

Define & scope

In order to deliver a solution within the time constraint of two weeks, I broke out the work into two phases: MVP and V2+.

MVP: Narrowed scope to design contract details in the EHR system. Coordinate with engineering to build an internal tool for managing subscriptions.

V2: Enable Billing team to manage contracts within EHR, and explore additional ideas.

Ideate & design

Flows

There were a variety of states or statuses account and solve for. I also diagrammed the logic involved when Patients switch subscription and/or treatment plans.

Explorations

Early explorations included how to display the contract length and other important details in a pre-existing billing page and its components.

Final designs and components

Outcome

Launched <1 month

from concept to designs to launch of the MVP for internal tools

60% reduced time

for Billing to change contracts with v2

25% increase

in Patient retention in first 2 months of launching the subscription plans

Launched <1 month

from concept to designs to launch of the MVP for internal tools

60% reduced time

for Billing to change contracts with v2

25% increase

in Patient retention in first 2 months of launching the subscription plans

Launched <1 month

from concept to designs to launch of the MVP for internal tools

60% reduced time

for Billing to change contracts with v2

25% increase

in Patient retention in first 2 months of launching the subscription plans

Thanks to our quick delivery of display and managing subscription plans, our team was able to support the cross-team effort to successfully launch the project to patients in less than one month.

We created an experience in collaboration with the Billing support team that was easy to understand and use. This was shown in the next iteration when we created the ability to manage contracts from the EHR system (vs the internal dev tool that was a quick-fix for v1), reducing the time it took to update contracts by 60%.

Patient retention and signups increased as a result, including a 25% increase in Patient retention over the first two months of launching subscription plans.

What coworkers say

“Out of the pan and into the fire - Wanted to give a shout out to Jamie Powers, the newest Product Designer for Internal Applications team. Jamie has already made on some smaller asks potentially setting a land speed record for delivering value, but beyond that she's quite taken on one of the more challenging projects we are working on right now with our iterations on Multi Month Pricing work. In less than a week and a half I've seen 2-3 iteration been spun around WITH stakeholder feedback and approval. Not only that today alone we had some new information circulate and she's already putting together loose concepts.“

— Zach, Product Manager