Wil Noel

Mayo Clinic - International Patient Services

 

Reimagining Mayo Clinic’s International Patient Services Experience

 

Timeline

January - present

Role

Digital Product Designer

Tools

Figma, Aha!, Words, excel

 

Overview

This initiative aimed to improve access to insurance information and drive meaningful actions—like appointment requests—by enhancing discoverability, reducing friction, and streamlining the path to care through a redesigned Billing & Insurance experience on MayoClinic.org.

Problem

Users visiting the Billing & Insurance page often struggled to verify insurance or schedule an appointment due to unclear labels, fragmented content, and too many steps—resulting in drop-offs and reduced conversions.

Analytics and usability research revealed that users were:

  • Confused by disjointed billing and insurance information

  • Exiting the page before reaching the accepted insurance details

  • Unsure how to schedule an appointment

 

I am so confused

〰️

Where do I start

〰️

I am so confused 〰️ Where do I start 〰️

 

Constraints

While the project was successful, we had to navigate several limitations that influenced both the design strategy and implementation scope:

  • Tight timeline: We had a limited testing window, which required fast decision-making, efficient design iteration, and timely stakeholder alignment.

  • Limited resources: We needed to design within the boundaries of existing CMS capabilities—meaning no net-new components or heavy dev lift.

  • Scope containment: To preserve the integrity of the A/B test, all changes had to stay within predefined sections of the user journey, limiting how broadly we could apply design improvements.

Solution

Key design changes I implemented included:

  • A new Accepted Insurance tile that replaced the vague “Insurance & Self-Pay” option—using iconography and clearer copy

  • Reorganized layout on the /billing-insurance page to surface the most critical action paths

  • Redesigned next-step prompts on both /accepted-insurance and /contracted-health-plans pages to guide users seamlessly into appointment-related content

  • Added visual consistency and spacing that supported scannability and readability on mobile

Research & Insights

The UX Researcher and Optimization Strategist identified key friction points through a mix of analytics, usability testing, and A/B experiments. Once I joined, I worked closely with them to ensure design decisions aligned with user behavior and test goals.

Research Overview:

  • Participants: 8 users participated in unmoderated remote usability testing across desktop and mobile devices.

  • Method: Unmoderated scenario-based tasks were used to assess clarity, navigation, and confidence in finding insurance information.

  • Duration: Each test session lasted approximately 10–12 minutes.

  • Supplemental Data: Web analytics and click-path data were analyzed to identify drop-off points and engagement trends.