Automating a highly manual insurance verification workflow
Insurance verification required billing specialists to manually gather coverage details before every patient visit. By integrating with Zuub, we automated the majority of the verification process, leaving users with only the information that truly required human review.
Overview
Role
Lead Product Designer (sole designer)
Duration
Multiple product sprints
Team
Product Manager, Product Owner, Engineering Team
My Responsibilities
Product strategy, workflow design, UX/UI design, prototyping, developer collaboration
Outcome
Designed a streamlined verification workflow that used automation to complete most of the work while making final review fast and intuitive.
The Problem
Insurance verification was repetitive and time-consuming
Before every patient appointment, billing teams manually reviewed insurance coverage to confirm benefits and identify missing information.While much of this information could be retrieved automatically through our Zuub integration, users still needed to verify a handful of fields before completing the process. The challenge wasn't collecting more data. It was helping users quickly identify what still required their attention.
Understanding the Challenge
The integration dramatically reduced manual work, but it introduced a new design problem. If users had to search through dozens of populated fields to find the few that still required review, much of the efficiency gained through automation would be lost. Rather than designing another data entry form, I focused on making the remaining work immediately visible.
The experience wasn't about reviewing everything. It was about reviewing only what mattered.
My Role
As the sole Product Designer, I owned the experience from discovery through delivery. I worked closely with Product and Engineering to understand how the Zuub integration populated insurance data and designed a workflow that balanced automation with human verification. My goal was to ensure users could confidently complete reviews without wasting time searching for missing information.
Key Decision #1
Surface exceptions instead of completed work
Most fields were automatically populated through the Zuub integration. Instead of treating every field equally, I designed the interface to visually prioritize only the information that still required user attention. This allowed billing specialists to immediately understand where they needed to act instead of reviewing an entire form.
Key Decision #2
Guide users through the remaining work
Even with only a few missing fields, jumping around a long form could become frustrating. I introduced clear navigation that allowed users to move directly between incomplete fields without manually searching through the page. This reduced unnecessary scrolling and kept users focused on completing the verification as efficiently as possible.
Key Decision #3
Build confidence through transparency
Automation accelerated the workflow, but users still needed confidence that the information was accurate before finalizing verification. Rather than hiding automated data, I designed the experience so users could easily distinguish between information retrieved automatically and information requiring manual confirmation. The result was a workflow that felt both efficient and trustworthy.
Final Solution
A streamlined verification experience centered on human review
The final experience combined automated insurance data with guided manual verification. Instead of completing every field themselves, users could focus only on the small number of exceptions while quickly navigating between incomplete information. The result dramatically reduced manual effort without removing users from the decision-making process.
Guided Review
Incomplete or missing fields are clearly highlighted, allowing users to immediately focus on what requires attention.
Smart Navigation
Users can quickly jump between outstanding fields instead of manually scanning a lengthy verification form.
Final Confirmation
Before completing verification, users can confidently review both automated and manually entered information in a single workflow.
Impact
By shifting the experience from full manual entry to guided review, we transformed insurance verification into a much faster and more focused workflow. Instead of spending time entering data that already existed, billing specialists could concentrate on validating the small number of details that required human judgment.
Reflection
This project reinforced an important lesson about automation:
The goal isn't to eliminate people from the workflow—it's to eliminate unnecessary effort.
When automation handles the predictable work and the interface clearly guides users through the remaining decisions, people stay confident without feeling burdened by repetitive tasks.
