ccepTx Pro is a software that helps orthodontists present treatment and fees to their patients.
When the development team was ready to integrate a payment portal into the application, I saw this a great opportunity to look at the treatment and payment plan process as a whole and redesign the experience from a user perspective.
I've started with a summary of the project. Read on to see the details, including before and after screens.
Where should I be looking? What should I do first? The existing experience felt scattered, with a lot of important information given to the user at once.
This feels long - How long will this take me to complete? Users often stopped midway and finished the process over the phone.
Is this website credible? Users weren't convinced.
What does this mean? Offices often had calls from customers who didn't finish because they weren't confident they understood the terms.
Clarify the purpose of each page. Intuitively guide the user to complete each defined action.
Encourage the user by showing finish line. Showing the whole picture makes each step easier to understand.
Reflect brand values with consistent, modern design. Incorporate proven UX principles to gain the user's trust.
Rewrite instructions to be clear & concise. Utilize tooltips and footnotes to further explain the details.