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About me
Virtual GP consultation billing
UX design
`
`
UI design lead
`
Usability testing lead
Medibank (Australia's largest health insurer), uses Newton for Amplar Health, their virtual GP program.
What’s the challenge?
A unique solution for virtual consultation billing was required.
But the real problem ran deeper.
................
Through research, we discovered that GPs work involves extreme cognitive load.
They need to manage patient symptoms, medical history, diagnosis, treatment plans, and meet compliance requirements all within 15-minute consultation windows.
Best Practice - Current ‘best’ industry software
Research insight: The Mental Load Crisis
................
Our goal
We wanted to design for minimum cognitive load.
If a GP has to think about billing, we've failed.
................
Problem discovery
Over 2-4 weeks, I collaborated with Head of Product, a senior designer, my PM & Technical Product Analyst to understand GP workflows, technical constraints and business requirements.
First principles approach
Rather than purely iterate on our existing billing solution, through discovery work we broke down the fundamentals:
- What does a GP actually need to do? → Confirm the service provided and who pays
- What's preventing this? → They're forced to navigate complex software, remember billing codes, and manage payment logistics while mentally exhausted
- Do GPs really need to search for billing codes? → No, pre-select the most common one
- What's the minimum information required? → Service type + patient identity + payment method (often already known)
Jobs-to-be-done workshop summary
Concept ideation: Mid-fi wireframes. Later validated by Amplar GPs.
................
The solution
Concept 1 - MVP release
The MVP release was simple, short-term solution - 1 user type (the general public) & private billing only (1x billing code).
Concept 2 - Release 1.0
This is a longer term solution, which will include Medicare tele-health billing codes, bulk-billing, referrals and Medibank insurance member discounts. This is not all shown through the prototype below - please contact me if you wish to see the full design.
The team would work on only 1 product, and the founders realised how inefficiently they were operating.
Usability testing & feature outcomes
A unique solution for virtual consultation billing was required.
................
My learnings
- Research a little too lean
We only had access to Amplar’s 2 GPs for user research & usability testing - not enough data points to achieve objectivity. I was not given any budget for research purposes, but could have scrappier approaches, like guerilla research, to eliminate bias.
- Users think they want the ‘faster horse’
GPs all spoke highly of existing systems - despite ALL of them being of poor quality. It’s my job to see beyond familiarity bias, and know when to push users out of their perceived comfort zones in pursuit of quality.
- Design doesn’t have to be perfect to move the product forward
As our engineering team had limited capacity, I designed with intent to keep development simple. A brand new solution would’ve looked nicer, but it meant delaying deadlines and increasing uncertainty, which is not what the business needed.
................
View more projects:
Californian government meeting management
CityStream · Product & design lead
Crypto asset management
Laguna Finance · UX/UI designer (Hackathon)
Let’s be friends!
judyyang828@gmail.com
Mobile / Whatsapp: +61405437817
Home
Other projects
About me
Virtual GP consultation billing
UX design
·
UI design lead
·
Usability testing lead
·
Product discovery (collaboration)
Medibank (Australia's largest health insurer), uses Newton for Amplar Health, their virtual GP program.
What’s the challenge?
A unique solution for virtual consultation billing was required. GPs couldn't bill during calls, leading to unpaid consultations and hours of manual admin follow-up chasing payments.
But the real problem ran deeper.
................
Research insight: The Mental Load Crisis
Through research, we discovered that GPs work involves extreme cognitive load.
They need to manage patient symptoms, medical history, diagnosis, treatment plans, and meet compliance requirements all within 15-minute consultation windows.
Best Practice - Current ‘best’ industry software
................
Our goal
We wanted to design for minimum cognitive load.
If a GP has to think about billing, we've failed.
................
Problem discovery
Over 2-4 weeks, I collaborated with Head of Product, a senior designer, my PM & Technical Product Analyst to understand GP workflows, technical constraints and business requirements.
First principles approach
Rather than purely iterate on our existing billing solution, through discovery work we broke down the fundamentals:
- What does a GP actually need to do? → Confirm the service provided and who pays
- What's preventing this? → They're forced to navigate complex software, remember billing codes, and manage payment logistics while mentally exhausted
- Do GPs really need to search for billing codes? → No, pre-select the most common one
- What's the minimum information required? → Service type + patient identity + payment method (often already known)
Jobs-to-be-done workshop summary
Concept ideation: Mid-fi wireframes. Later validated by Amplar GPs.
................
The solution
Concept 1 - MVP release
The MVP release was simple, short-term solution - 1 user type (the general public) & private billing only (1x billing code).
Concept 2 - Release 1.0
This is a longer term solution, which will include Medicare tele-health billing codes, bulk-billing, referrals and Medibank insurance member discounts. This is not all shown through the prototype below - please contact me if you wish to see the full design.
Usability testing & feature outcomes
The results from usability testing were incredibly positive. The participants were all surprised at how easy it was to complete the billing process, especially compared to current software.
The payment system was the only major blocker from Newton being used by Amplar Health → success of this feature led our product to being adopted by our client.
................
My learnings
- Research a little too lean
We only had access to Amplar’s 2 GPs for user research & usability testing - not enough data points to achieve objectivity. I was not given any budget for research purposes, but could have scrappier approaches, like guerilla research, to eliminate bias.
- Users think they want the ‘faster horse’
GPs all spoke highly of existing systems - despite ALL of them being of poor quality. It’s my job to see beyond familiarity bias, and know when to push users out of their perceived comfort zones in pursuit of quality.
- Design doesn’t have to be perfect to move the product forward
As our engineering team had limited capacity, I designed with intent to keep development simple. A brand new solution would’ve looked nicer, but it meant delaying deadlines and increasing uncertainty, which is not what the business needed.
................
View more projects:
Californian government meeting management
CityStream · Product & design lead
Crypto asset management
Laguna Finance · UX/UI designer (Hackathon)
Let’s be friends!
judyyang828@gmail.com
Mobile / Whatsapp: +61405437817