February 2019
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iCare NSW - Digital Strategy
Client
NSW social insurer established in 2015 with over $32 billion in assets icare is the NSW insurer. They pay service providers including doctors, physios, and medical imaging providers, for treatment provided to injured workers.
Problem
Payments was the most cited issue raised by providers and business The provider experience was manual with invoices being emailed, posted, and faxed to icare. Payment was slow and the experience was inconsistent.
Process
Conducted and managed workshops focused on research, analysis, and design. Developed and prioritized user stories, created prototypes, planned client engagements, and mapped out user experience flows.
Deliverables
Revolutionized client operations by defining a robust business model, fine-tuning business requirements in stakeholder workshops, and building a compelling business case.
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Results
An enhanced provider payments experience.
The result was an online portal that allows service providers to digitally record treatments and request payments from service providers.
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