#Webapp Design
#Webapp Design
#Webapp Design
#Webapp Design
#Live Product
#Live Product
#Live Product
#Live Product
#SAAS Solution
#SAAS Solution
#SAAS Solution
#SAAS Solution
#US Healthcare
#Team Project
#US Healthcare
#US Healthcare
#US Healthcare
BilliMD
BilliMD
BilliMD
BilliMD
BilliMD is a platform designed to streamline the credentialing process for healthcare providers and organizations. It simplifies complex workflows like selecting medical enrollments, document management, verification, and compliance with CAQH Provider standards, ensuring providers can meet credentialing requirements efficiently.
BilliMD is a platform designed to streamline the credentialing process for healthcare providers and organizations. It simplifies complex workflows like selecting medical enrollments, document management, verification, and compliance with CAQH Provider standards, ensuring providers can meet credentialing requirements efficiently.
BilliMD is a platform designed to streamline the credentialing process for healthcare providers and organizations. It simplifies complex workflows like selecting medical enrollments, document management, verification, and compliance with CAQH Provider standards, ensuring providers can meet credentialing requirements efficiently.
BilliMD is a platform designed to streamline the credentialing process for healthcare providers and organizations. It simplifies complex workflows like selecting medical enrollments, document management, verification, and compliance with CAQH Provider standards, ensuring providers can meet credentialing requirements efficiently.
Aug'24 - Jun'25
Timeline
Product Designer
Role
PROJECT BACKGROUND and my role
PROJECT BACKGROUND and my role
At BilliMD, our mission was to simplify healthcare credentialing, a critical yet complicated process that verifies a provider’s qualifications before they can practice or receive reimbursements from insurers.
Before this project, BilliMD handled credentialing manually through Sales Representatives and Credentialing Specialist. While effective, the process was highly dependent on individual follow-ups, spreadsheets, and constant communication with hospitals and insurance companies.
To scale and modernize this, we set out to design the BilliMD Credentialing Platform, a SaaS solution that automated the entire process while preserving the trust and transparency that our clients valued.
As a Designer, I collaborated with another designer, our engineering team, internal doctors, and credentialing experts to Map the end-to-end user journey- from discovering BilliMD to completing credentialing.
At BilliMD, our mission was to simplify healthcare credentialing, a critical yet complicated process that verifies a provider’s qualifications before they can practice or receive reimbursements from insurers.
Before this project, BilliMD handled credentialing manually through Sales Representatives and Credentialing Specialist. While effective, the process was highly dependent on individual follow-ups, spreadsheets, and constant communication with hospitals and insurance companies.
To scale and modernize this, we set out to design the BilliMD Credentialing Platform, a SaaS solution that automated the entire process while preserving the trust and transparency that our clients valued.
As a Designer, I collaborated with another designer, our engineering team, internal doctors, and credentialing experts to Map the end-to-end user journey- from discovering BilliMD to completing credentialing.
The Challenge
The Challenge
Credentialing touches every part of the healthcare ecosystem: from physicians to insurers. It’s slow, repetitive, and often opaque.
Credentialing touches every part of the healthcare ecosystem: from physicians to insurers. It’s slow, repetitive, and often opaque.
1
User Challenges 🎯
- Providers had no clarity on their progress or next steps. - Clinics managing multiple providers couldn’t track statuses. - The process felt opaque and stressful, especially for smaller practices.
1
User Challenges 🎯
- Providers had no clarity on their progress or next steps. - Clinics managing multiple providers couldn’t track statuses. - The process felt opaque and stressful, especially for smaller practices.
1
User Challenges 🎯
- Providers had no clarity on their progress or next steps. - Clinics managing multiple providers couldn’t track statuses. - The process felt opaque and stressful, especially for smaller practices.
1
User Challenges 🎯
- Providers had no clarity on their progress or next steps. - Clinics managing multiple providers couldn’t track statuses. - The process felt opaque and stressful, especially for smaller practices.
1
User Challenges 🎯
- Providers had no clarity on their progress or next steps. - Clinics managing multiple providers couldn’t track statuses. - The process felt opaque and stressful, especially for smaller practices.
2
Business Challenges 💼
- BilliMD’s manual process made scaling difficult and decreased the efficiency. - Credentialists spent a lot of time on repetitive administrative follow-ups that could be automated. - Users generally required handholding credentialing representatives.
2
Business Challenges 💼
- BilliMD’s manual process made scaling difficult and decreased the efficiency. - Credentialists spent a lot of time on repetitive administrative follow-ups that could be automated. - Users generally required handholding credentialing representatives.
2
Business Challenges 💼
- BilliMD’s manual process made scaling difficult and decreased the efficiency. - Credentialists spent a lot of time on repetitive administrative follow-ups that could be automated. - Users generally required handholding credentialing representatives.
2
Business Challenges 💼
- BilliMD’s manual process made scaling difficult and decreased the efficiency. - Credentialists spent a lot of time on repetitive administrative follow-ups that could be automated. - Users generally required handholding credentialing representatives.
2
Business Challenges 💼
- BilliMD’s manual process made scaling difficult and decreased the efficiency. - Credentialists spent a lot of time on repetitive administrative follow-ups that could be automated. - Users generally required handholding credentialing representatives.
So, the design problem statement became:
So, the design problem statement became:
How might we digitize credentialing so providers can track and manage their process, while enabling BilliMD to serve more clients efficiently?
How might we digitize credentialing so providers can track and manage their process, while enabling BilliMD to serve more clients efficiently?
Understanding the Landscape
Understanding the Landscape
Research & Discovery
Research & Discovery
I did in-depth desk research to understand the medical credentialing process, the types of stakeholder's involved, their pain points and needs.
I did in-depth desk research to understand the medical credentialing process, the types of stakeholder's involved, their pain points and needs.
Key insights
Providers weren’t frustrated by credentialing itself : but by not knowing what comes next, where they are in the current process and how much more time it will take to get credentialed.
Providers weren’t frustrated by credentialing itself : but by not knowing what comes next, where they are in the current process and how much more time it will take to get credentialed.
Providers weren’t frustrated by credentialing itself : but by not knowing what comes next, where they are in the current process and how much more time it will take to get credentialed.
Providers weren’t frustrated by credentialing itself : but by not knowing what comes next, where they are in the current process and how much more time it will take to get credentialed.
Providers weren’t frustrated by credentialing itself : but by not knowing what comes next, where they are in the current process and how much more time it will take to get credentialed.
Credentialists and sales representatives spent hours chasing the same documents repeatedly with multiple rounds of validation and errors due to slow communication.
Clinics lacked visibility and accountability across multiple provider accounts further complicating their work.
Competitive Analysis
We analyzed MedTrainer and Modio Health- established digital credentialing systems. Both catered mainly to large enterprises and lacked the human-centered simplicity smaller providers needed.
We analyzed MedTrainer and Modio Health- established digital credentialing systems. Both catered mainly to large enterprises and lacked the human-centered simplicity smaller providers needed.
Brainstorming and ideation
Brainstorming and ideation
Synthesizing the insights
Synthesizing the insights
User personaS
Working with stakeholders (sales representatives, credentialists at BilliMD, in-house doctors, present client) I created base personas for the product under 3 different categories.
Working with stakeholders (sales representatives, credentialists at BilliMD, in-house doctors, present client) I created base personas for the product under 3 different categories.
Affinity map for Primary User's needs
We focused on the needs of the primary user of the BilliMD platform to narrow down the key requirements.
We focused on the needs of the primary user of the BilliMD platform to narrow down the key requirements.
Brainstorming Features
Brainstorming Features
During early ideation with the product and dev teams, we explored a wide range of potential features depending on user need, the market, value obtained and viability.
During early ideation with the product and dev teams, we explored a wide range of potential features depending on user need, the market, value obtained and viability.
OnwaRDS TO THE DESIGN
OnwaRDS TO THE DESIGN
Designing the Credentialing Platform
Designing the Credentialing Platform
Guiding Principles for BilliMD's Design
Guiding Principles for BilliMD's Design
From the beginning, we defined a set of principles to balance automation and human warmth, ensuring that the experience feels like guidance, not mechanic or bureaucracy.
From the beginning, we defined a set of principles to balance automation and human warmth, ensuring that the experience feels like guidance, not mechanic or bureaucracy.
1
User-Centered Design
Focus on solving real user problems with simple and intuitive designs.
1
User-Centered Design
Focus on solving real user problems with simple and intuitive designs.
1
User-Centered Design
Focus on solving real user problems with simple and intuitive designs.
1
User-Centered Design
Focus on solving real user problems with simple and intuitive designs.
1
User-Centered Design
Focus on solving real user problems with simple and intuitive designs.
2
Efficiency
Minimize steps, clicks, and manual data entry by leveraging automation where possible.
2
Efficiency
Minimize steps, clicks, and manual data entry by leveraging automation where possible.
2
Efficiency
Minimize steps, clicks, and manual data entry by leveraging automation where possible.
2
Efficiency
Minimize steps, clicks, and manual data entry by leveraging automation where possible.
2
Efficiency
Minimize steps, clicks, and manual data entry by leveraging automation where possible.
3
Security and Privacy
Ensure robust data protection and privacy standards.
3
Security and Privacy
Ensure robust data protection and privacy standards.
3
Security and Privacy
Ensure robust data protection and privacy standards.
3
Security and Privacy
Ensure robust data protection and privacy standards.
3
Security and Privacy
Ensure robust data protection and privacy standards.
4
Feedback
Provide immediate and meaningful feedback to users throughout the process.
4
Feedback
Provide immediate and meaningful feedback to users throughout the process.
4
Feedback
Provide immediate and meaningful feedback to users throughout the process.
4
Feedback
Provide immediate and meaningful feedback to users throughout the process.
4
Feedback
Provide immediate and meaningful feedback to users throughout the process.
5
Transparency
Clearly communicate each step of the credentialing process and what is required from the user
5
Transparency
Clearly communicate each step of the credentialing process and what is required from the user
5
Transparency
Clearly communicate each step of the credentialing process and what is required from the user
5
Transparency
Clearly communicate each step of the credentialing process and what is required from the user
5
Transparency
Clearly communicate each step of the credentialing process and what is required from the user
6
Scalability
Design solutions that can adapt to different user types (e.g., solo practitioners, large hospitals).
6
Scalability
Design solutions that can adapt to different user types (e.g., solo practitioners, large hospitals).
6
Scalability
Design solutions that can adapt to different user types (e.g., solo practitioners, large hospitals).
6
Scalability
Design solutions that can adapt to different user types (e.g., solo practitioners, large hospitals).
6
Scalability
Design solutions that can adapt to different user types (e.g., solo practitioners, large hospitals).
information Architecture
Credentialing involves multiple interconnected steps — forms, documents, verifications, and status tracking. I translated these complex backend operations into an intuitive, modular structure that reflects how users naturally progress through credentialing.
Credentialing involves multiple interconnected steps, forms, documents, verifications, and status tracking. I mapped these complex backend operations into an intuitive, modular structure that reflects how users naturally progress through credentialing.
information Architecture
Credentialing involves multiple interconnected steps — forms, documents, verifications, and status tracking. I translated these complex backend operations into an intuitive, modular structure that reflects how users naturally progress through credentialing.
Feature Research & Ideation
Credentialing involves multiple interconnected steps — forms, documents, verifications, and status tracking. I translated these complex backend operations into an intuitive, modular structure that reflects how users naturally progress through credentialing.
After defining key needs with our internal experts, I researched to lay down all the important specifications we need to aim for our platform on the basis of time, resources and technical viability.
Feature Research & Ideation
Credentialing involves multiple interconnected steps — forms, documents, verifications, and status tracking. I translated these complex backend operations into an intuitive, modular structure that reflects how users naturally progress through credentialing.
Final output
The Credentialing Dashboard
A single, unified dashboard gives users immediate visibility into their credentialing progress, outstanding tasks, and next steps- turning complexity into confidence.
Home Dashboard
The Dashboard acts as the home base for every user. It provides a real-time overview of credentialing progress, pending actions, and alert: turning what used to be opaque and confusing into something clear and motivating. The goal was to make progress visible and actionable. Instead of static lists, we designed the dashboard as a live system where every module feeds data into a unified visual summary.
Information Feature
Credentialing forms are long and complex. The Information section breaks them down into structured, digestible steps aligned with CAQH provider standards, helping users focus on one thing at a time without feeling overwhelmed.
Admin View
For BilliMD’s internal team, we created an Admin View to oversee credentialing progress across users, assign tasks, and manage verification seamlessly.
Documents Feature
Previously, credentialing specialists chased documents over endless emails. Now, providers can upload, review, and track everything within a structured, status-driven table.
Insurance Selection
Before automation, Sales Rep handled every plan manually. The new insurance selection feature automates plan exploration, quoting, and checkout, connecting directly into the credentialing flow. Goal was to turn a 30-minute call into a 5-minute flow yet retains BilliMD’s personable guidance through friendly microcopy and contextual recommendations.
Final output
The Credentialing Dashboard
A single, unified dashboard gives users immediate visibility into their credentialing progress, outstanding tasks, and next steps- turning complexity into confidence.
Home Dashboard
The Dashboard acts as the home base for every user. It provides a real-time overview of credentialing progress, pending actions, and alert: turning what used to be opaque and confusing into something clear and motivating. The goal was to make progress visible and actionable. Instead of static lists, we designed the dashboard as a live system where every module feeds data into a unified visual summary.
Information Feature
Credentialing forms are long and complex. The Information section breaks them down into structured, digestible steps aligned with CAQH provider standards, helping users focus on one thing at a time without feeling overwhelmed.
Admin View
For BilliMD’s internal team, we created an Admin View to oversee credentialing progress across users, assign tasks, and manage verification seamlessly.
Documents Feature
Previously, credentialing specialists chased documents over endless emails. Now, providers can upload, review, and track everything within a structured, status-driven table.
Insurance Selection
Before automation, Sales Rep handled every plan manually. The new insurance selection feature automates plan exploration, quoting, and checkout, connecting directly into the credentialing flow. Goal was to turn a 30-minute call into a 5-minute flow yet retains BilliMD’s personable guidance through friendly microcopy and contextual recommendations.
Delivering Value
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.
Delivering Value
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
1
For Users 💙
- Gave providers clear visibility into their progress. - Reduced credentialing confusion with guided, structured flows. - Cut back-and-forth communication drastically.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.
2
For BilliMD 💼
- Automated manual sales and credentialing workflows. - Improved onboarding speed by reducing a 60 minutes process to 15, - Enabled the team to handle more clients with the same resources. - Created a unified SaaS foundation connecting sales, payments, and credentialing.