Usability Testing Billing Software

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

1. Benchmark Survey (AWARDS)

  • 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

2. Usability Testing (AccuBill)

  • 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

Procedures Module Results

Participants were asked to complete a full procedure setup including general rates, exceptions, and multipliers.

Key Metrics

  • ✅ 91% task completion

  • ⭐ 4.2 average success score

  • ⏱ 2m 49s average time per user 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.” – Melissa, Specialist

Improvements Made

  • 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.

Key Metrics

  • ✅ 85% task completion

  • ⭐ 3.4 average success score

  • ⏱ 2m 32s average time to complete report tasks

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?’” – John, Biller

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

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