Client name

The Palace, Miami Luxury Senior Living Communities

Project Timeline

From November 2022 to Present

My Deliverables

IOS Design , Product Management, Web Design

Team

Jennifer A. - UX/UI Designer
Sergio C. - Developer
Alvaro C. - Developer
Vanessa S. - Data Analyst
Sebastian C. - Developer
Carlos M. - Product Manager

And the rest of the infrastructure team

Tools

Figma, Mockitt, Paper & Sharpie

Overview

Project Overview

In the vibrant world of luxury senior living at "The Palace" in Miami, we recognized a
pressing need to upgrade the billing system for 1,700 residents. The existing system
lacked clarity in statements, overlooked crucial medication data, and incurred
significant costs with traditional mailing and third-party processors. To tackle this, we
created "Palace Connect," a digital solution aimed at streamlining monthly billing with
detailed statements and a user-friendly experience.

Problem Statement

The current system presents several inefficiencies and challenges that need addressing. Mailing costs are significant, with the company spending $1.43 per person to send statements via traditional mail, affecting 1,180 individuals. Additionally, third-party expenses for the payment processor and client portal range from $1,000 to $2,000 monthly, depending on ACH payment volumes. The app itself lacks comprehensive detail in statements, often omits critical medication-related information

Possible Solution

The project aims to simplify monthly billing for residents and families in assisted living
communities. By fixing current billing system problems and providing a user-friendly
experience, the goal is to help the residents manage their finances more efficiently.
Additionally, the project aims to save costs, increase transparency, and ensure
compliance with regulations while overcoming operational challenges.

My Role

Design Thinking Process

Empathize Phase

Research Methodology
The research phase involved conducting four interviews with volunteers aged 27 to 40 and two usability tests. The interviews were structured around prompt questions designed to elicit detailed and insightful responses.

User Interviews
INTERVIEW QUESTIONS FOR RESIDENTS & ACCOUNTING STAFF
How often do you check your monthly bills?What challenges do you face when understanding your billing statement?How do you currently pay your bills? Are you satisfied with this method?What are residents' most common questions or concerns about their bills?How often must you clarify or explain billing details to residents?

Key Insight Derived

Many residents were open to using a digital platform for billing if it was user-friendly and secure. There was a clear demand for features like real-time balance updates, detailed breakdowns of charges, and a history view. Both residents and staff emphasized the importance of security and data privacy, especially given the financial nature of the app.

Competitor Analysis
The research phase involved conducting four interviews with volunteers aged 27 to 40 and two usability tests. The interviews were structured around prompt questions designed to elicit detailed and insightful responses.

3rd Party Consultants assisting in development of portal

Previous Portal

Design Phase

Task Flow

After having defined the features of the app, I created flows for the main tasks.

Low-Fidelity Wireframe

I created low-fidelity prototypes using tools like Figma and Mockitt to visualize and iterate on the design. This is considerably quicker than diving into the complex app build.

OBJECTIVE: Understand user needs and pain points, assess existing systems, and gather insights for design decisions.

Usability Testing

I conducted usability testing sessions with diverse potential users, including seniors, to gather real-world feedback and identify usability issues.
OBJECTIVE: Validate the design through usability testing, gather feedback, and make iterative improvements.
Training: Developed user training materials and led training sessions to ensure smooth adoption of the new system.

Visual Design

Prototyping

USABILITY TESTING: Conducted usability testing sessions with diverse potential users, including seniors, to gather real-world feedback and identify usability issues.

Test Prototype Here

Seeing the Results

Financial Impact

Annual expenditure on mailing statements dropped from an estimated $20,248.80 to just $4,000 for application maintenance.

Project Outcome

Time Savings

Operations team members saved time previously spent on manual tasks like printing and mailing statements.

Streamlined Workflow

Automated billing eliminated manual tasks, enhancing workflow efficiency

User-Friendly Design

Positive feedback from users, including elderly residents, on the app's ease of navigation and clarity.

Customization & Scalability

Opt for internal development to ensure the platform can be tailored to specific needs and can evolve with additional features in the future.

Design Process

2022

Company Was Established

The majority expressed difficulty in understanding the breakdown of their monthly bills.

Read the Article

2022

Phill appointed global team CEO

Many were not tech-savvy and preferred a simple, intuitive interface.

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2022

$30M Raised in series B

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2022

$30M Raised in series B

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2022

We sold to Phillips Pty Ltd

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2022

We sold to Phillips Pty Ltd

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Check out my portfolio

Palace Connect

Simplifying Monthly Billing for Assisted Living Residents and Family Members through the Palace Connect

View Case Study

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James Land

Creative Director at The Thinker Agency