Vidhi Goel
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Unifying the Digital Payment Experience at Providence Health

Unifying the Digital Payment Experience at Providence Health 

Project Overview

Led a strategic initiative to transform Providence Health's post-service billing and payment experience across multiple digital platforms. The project aimed to create a seamless, unified payment journey that would establish Providence's digital platforms as the trusted front door for all billing-related interactions.

The Challenge

Providence Health operated multiple digital platforms for patient billing and payments:

  • Providence Mobile App

  • Providence Website (MyAccount)

  • MyChart

  • Cedar payment platform (vendor)

This fragmentation created inconsistent experiences, leading to customer confusion and increased support calls. Patients needed a more intuitive way to manage their healthcare payments across all touchpoints.

My Role & Responsibilities

  • Spearheaded the digital strategy vision and execution

  • Facilitated cross-platform collaboration between different product teams

  • Managed stakeholder relationships across Revenue Cycle and Digital teams

  • Drove product discovery and user research initiatives

  • Defined success metrics and OKRs

  • Created and maintained product roadmaps

Strategic Approach

1. Customer-First Research

  • Conducted extensive user research to understand payment behaviors and pain points

  • Identified key "Jobs to be Done" in the payment journey

  • Mapped customer emotional needs around healthcare billing

  • Created behavior segmentation models

2. Platform Analysis

  • Audited existing capabilities across all digital platforms

  • Identified experience gaps and opportunities

  • Analyzed drop-off points in the payment journey

  • Assessed platform parity requirements

3. Experience Design

  • Developed unified navigation patterns

  • Created consistent mental models for bill payment

  • Designed seamless hand-offs between platforms

  • Prioritized transparency and trust-building features

Feature release roadmap

Key Objectives

  1. Achieve maximum platform parity across digital touchpoints

  2. Position Providence Web and App as the primary destination for bill payment

  3. Increase digital self-service completion rates

  4. Reduce billing-related call volumes

Success Metrics

  • Digital First Contact Resolution rates

  • Cross-platform engagement metrics

  • Payment completion rates

  • Call center volume reduction

  • User satisfaction scores

Wireframes and Concepts for collaboration and conversation

Impact

The project laid the foundation for:

  • A unified digital payment experience

  • Improved platform navigation

  • Enhanced self-service capabilities

  • Stronger trust relationship with patients

  • Reduced operational costs through digital adoption

Key Learnings

  1. Healthcare billing requires exceptional transparency and trust-building

  2. Platform consolidation needs careful balance between consistency and platform-specific strengths

  3. Cross-functional alignment is crucial for successful digital transformation

  4. User emotional needs are as important as functional requirements in healthcare payments

Technologies & Tools

  • Adobe Analytics

  • Amplitude

  • Qualtrics

  • Miro for journey mapping

  • Various payment processing platforms

This project showcased my ability to:

  • Lead complex digital transformation initiatives

  • Balance business objectives with user needs

  • Drive cross-functional collaboration

  • Implement data-driven product strategy

  • Manage multiple stakeholder relationships