• An independent provider of professional mental health services had an opportunity to expand into multiple markets, but they did not want to magnify their operational issues by scaling them up.
  • Our discovery process identified three primary issues:
    • Slow, ineffective and inefficient data entry interface for therapists to enter their daily patient info the new, expensive insurance processing system.
    • Similar issues with the interface for therapists to know when they are going to get paid, and for what work.
    • Lack of secure, certified, HIPAA email.
  • We identified an effective and easy way to get data into the new insurance system, and get data out, using a simple daily process that took a minute.
  • We developed a secure front end web-based tool and associated database for the therapists to use to enter their patient data and retrieve their billing information.
    • This interface was designed using process map and wire-frame with feedback from key therapists.
  • We developed an administrative interface for the insurance system excerpts to quickly import and export data between the therapist application and the insurance system.
    • This interface was designed using process map and wire-frame with feedback from key administrative staff.
  • The system was designed as a service, requiring relatively little capital expenses, favoring monthly expenses that grew as the number of users on the system grew, and more revenue was coming in.
  • The system was implemented iteratively and was demonstrated at several key points along the way so that the design could be validated by the people using the system. We caught key issues that could not have been identified earlier on in the process.
  • The system delivered delighted the therapists and administrative staff, and the business grew from 2 to more than 20 offices, and from a dozen therapists to almost 1,000 over the course of three years.
  • As acquisitions were made, the therapist application was upgraded to satisfy new requirements, using the same design and development process used to create the application.