Aven

• Patients struggled to understand what they owed, what their insurance covered, and why the final amount differed from the original cost
• Healthcare organizations received frequent billing questions because financial information was difficult to interpret
• Patients had to navigate multiple screens to find bills, payment history, insurance details, and payment options
• The existing experience made it difficult to move from understanding a bill to taking action
• There was no clear UX strategy for creating a consistent financial experience across different healthcare services and providers

• Dense billing information made medical costs difficult to scan and compare
• Unfamiliar insurance and billing terminology increased cognitive overload
• Important information such as patient responsibility and payment status lacked clear visual hierarchy
• Payment options and payment plans were not easy to discover
• Inconsistent UI patterns made the experience feel fragmented and reduced trust

• The product handled sensitive financial and health-related information that required secure, compliant workflows
• Billing data depended on complex relationships between healthcare services, insurance coverage, provider charges, and patient responsibility
• Different healthcare providers could have different billing structures and payment rules
• The interface needed to explain complex financial data without oversimplifying information patients might need to make decisions
• Payment flows had to balance convenience with transparency, accuracy, and error prevention

The team initially believed patients mainly wanted to see their balance and pay quickly. Our research showed that patients needed to understand why they owed the amount before feeling comfortable paying. We also found that payment plans deserved more visibility than expected, especially when patients couldn’t afford the full balance at once.

UX research and regular testing are especially valuable when designing healthcare software. Understanding how people actually manage healthcare tasks helped us make better design choices and avoid assumptions about what information patients need.

We initially expected users to prefer the shortest possible billing experience. Instead, they valued having enough context to understand their costs before taking action. The right amount of information made the experience feel more trustworthy rather than more complex.

The project strengthened our approach to designing digital tools for the healthcare sector. We now place more emphasis on information hierarchy, accessibility, and clear user guidance when working with complex healthcare workflows.

Great UX in healthcare is not about making everything minimal. It is about making complex information easier to understand and important tasks easier to complete. When people can find what they need, understand their options, and move forward with confidence, good design creates real value for both users and the business.