Optum Health Care
Optum Claims Portal – Case Study:
Company: Optum Health care / Provider Data CentralOverview:
Optum, Inc. — a leading American healthcare company offering technology, pharmacy, and care services — set out to modernize the way patients and providers manage healthcare claims. The existing claims experience was fragmented, heavily reliant on Salesforce workflows, and required multiple steps that created friction for users and increased administrative overhead. My role was to design a simplified, user-centric claims portal that streamlined submission, tracking, and resolution — all without relying on Salesforce.
The Challenge:The legacy process for submitting and managing claims was complex, time-consuming, and lacked transparency. Users frequently dropped off during multi-step forms, struggled to track claim statuses, and contacted support for updates — driving up call center volume. Additionally, the backend dependencies on Salesforce limited scalability and slowed development.
My Role & Responsibilities Outline:- Role:UI/UX Designer.
- Project Type: Healthcare Claims Platform.
- Duration:Three Years.
- Platform: Web (lap and Desktop)
- Process:
- Conducted user research on pain points.
- Created user flows and wireframes.
- Designed high-fidelity screens with visual hierarchy.
- Collaborated with Project Managers and steakholders.
- Outcome: Significant drop in user support calls related to claim status inquiries.
Ideation
Sign in Page
Provider Home page
Providers Search Page
Group Page
Claims Tracking Page
Dashboard Page
Bulk File Uploads
Help Page
© 2021 · Keith Jones, LLC.
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