In 2018, Non-Emergency Medical Transportation (NEMT) was largely reliant on legacy software industry-wide. Rife with unintuitive UX workarounds, next-to-no data validation, and privacy concerns, Veyo decided that this legacy software was no longer an acceptable client-facing solution.
My team was given the directive to design and develop this new portal, not only to improve the user experience, but to also reduce Veyo’s liability for ineligible and duplicate trips that were incorrectly booked.
In few industries are real-time updates as important as they are in healthcare and medical transportation. Is a patient late for their appointment? Maybe they need to notify their driver to pick them up at a different location? Or perhaps a case manager is unsure if the trip they booked for their client received the necessary approval from the health plan? Up-to-date information is critical for users to find solutions in these scenarios without having to go on an investigative roundabout.
While the previous software provided some real-time information, research revealed that users had little trust for the program due to general unreliability. We designed RideView to not only include many more real-time details, but also with careful consideration of colour psychology and iconography to help evoke this trust even without a track record to support it.
Perhaps the most costly issue with the legacy softwares used by much of the industry was that they weren’t designed specifically for NEMT. As a result, features needed to ensure a trip's eligibility under any given health plan were missing and manual enforcement was required. This meant that users could book trips successfully, only to later find they were denied by the plan (sometimes only after the patient didn’t show up for an appointment). Conversely, some of these trips went uncaught meaning Veyo was on the hook for a trip that the health plan would refuse to fund.
RideView addressed all of this by providing a new level of data validation for NEMT, ensuring that no ineligible trips get booked and directing users to the precise data points making a trip ineligible. Healthcare workers would no longer have to worry about the complex intricacies of NEMT eligibility, or lose sleep over patients being unable to get necessary treatments because of some issue in the system that no one caught.