Overview
AccuBill is Radicle Health's next-generation billing platform, built to replace legacy workflows in the AWARDS EHR. I led usability testing for two key features nearing public rollout — Procedures and Pre-Charge Check (PCC). The goal was to evaluate real-world usability, address beta tester concerns, and inform critical UX improvements before general release.
Objectives
- Gauge usability of the Procedures and Pre-Charge Check workflows
- Identify blockers and inefficiencies reported during beta
- Measure success, satisfaction, and ease of use across tasks
- Benchmark AccuBill's performance vs. current workflows in AWARDS
Research Approach
Benchmark Survey (AWARDS)
Established baseline performance metrics from the legacy system.
- Surveyed active billing users to capture workflow friction in the legacy product
- Collected data on ease of completing tasks like adding procedures, setting rates, and identifying billing mismatches
- Documented user workarounds (e.g., spreadsheets, manual notes, repeated data entry)
- Used this baseline to define success criteria for the new AccuBill workflows
Usability Testing (AccuBill)
Comprehensive testing of new workflows with real users.
- Moderated remote sessions with billing personas
- Tested real tasks in AccuBill's staging environment using mock data
- Captured completion rate, success score (1–5), and time-on-task as well as all the valuable qualitative information
- Analyzed open feedback and pain points, mapped to system severity scale
Results
Procedures Module Results
Participants were asked to complete a full procedure setup including general rates, exceptions, and multipliers.
91%
Task Completion
4.2/5
Average Success Score
2m 49s
Average Time per Flow
Highlights
- Fewer steps than AWARDS billing builder
- Notes section added valuable audit trail for team transparency
- Interface reduced toggling and duplicated effort
"I like this much better than the current setup. It flows much better. Not so much back and forth."
UX Improvements Delivered
- Sticky action columns for easier editing
- Checkbox-style dropdowns for better multi-select clarity
- Input field validation and optional/required field clarity
Pre-Charge Check Results
This feature identifies mismatches between documentation and billable procedures — previously a manual audit process.
85%
Task Completion
3.4/5
Average Success Score
2m 32s
Time to Complete Report
Highlights
- Replaces a multi-step manual review with a single report
- Helps billers identify and resolve missed revenue opportunities
- High interest in future enhancements like inline messaging and notes
"This is going to help me when my boss asks, 'How much do you think our billing is going to be this month?'"
UX Improvements Delivered
- Reduced vertical scroll by reordering key data
- Replaced color-coding with readable status tags
- Updated expand/collapse icons to improve discoverability
- Matched date input behavior to existing patterns in AWARDS
Impact
- The pre-launch survey gave us measurable benchmarks for what needed improvement
- Testing confirmed that AccuBill significantly reduced task time and improved user satisfaction
- Final report informed engineering sprint priorities and release readiness