Adoption Dashboard - Driving Platform Usage & Customer Satisfaction
health insurtech
b2b
dashboard
web application
May 2025
Role
UI/UX, User tester, Researcher
Team
1 Designer, 1 PM, 1 Developer
Timeframe
3 weeks
Outcome
Drove 66% increase in Standard Plan pricing
The Missing Link: Real-Time Data visibility
Why this matters ?
Hospitals only receive weekly reports, leaving them blind to daily adoption. They need real-time visibility and actionable insights to track usage and optimize claim submission.
IHX
Hospital
Weekly Data
Real time data
Hospital needs this crucial data on IHX platform
Invisible Data
Currently inaccessible data for hospitals, available with IHX
1
Lack of Real-Time Visibility
Hospitals can’t see daily usage, slowing efficiency and workflow optimisation.
2
Manual Effort in Data Analysis
Hospitals manually compile reports, causing delays, inefficiency, and errors.
3
Data Overload, No Insights
Raw Excel dumps make adoption trends hard to understand or act on for users in a high pressure environment.
Design Process
We explored user needs and envisioned new feature, prototyped it and took it to users
Why is there an issue ?
Who are the users ?
Be in the Users Shoe
Spot the Gaps
Figure out the gap in the system
what do they need and why ?
Easy way to categorise data
How to show trends and what insights to show
Mid fidelity designs
Sketch the Fix
Making it Simple
Testing with stakeholders
Make it easy to understand
redesigning for reducing clutter, data load, quick insights, trend view, gamifying
Hi-fidelity designs
Prototyping
Focus on progressive disclosure of data
Make it Move
Getting to know the People Behind the Desk
Who is gonna use this data ?
To ensure the Adoption Dashboard addresses real user needs, we created personas representing the users of this feature in the hospital claim submission workflow.
Rahul Kumar, 23YO
Background:
From tier-2 or tier-3 cities
Uses Facebook & Instagram regularly
Limited tech exposure beyond basic apps
Role:
Hospital TPA desk staff, responsible for submitting insurance claims daily.
Personality and Motivations:
Wants to “just get the work done” with minimum errors.
Gets nervous when seniors or supervisors question them about mistakes.
Likes things that are familiar and simple — complex interfaces create anxiety.
Frustration:
They submit claims daily but have no idea if their work is improving adoption. Feels like a boring, thankless task
Supriya Shivakumar,36YO
Background:
Accountable to Hospital Insurance Head for performance & delays
Comfortable with computers, understands reports
Manages team of TPA staff
Role:
Leads the TPA team, ensures hospital claims are processed efficiently. Reports to hospital insurance head.
Personality and Motivations:
Responsible for team performance and efficiency.
Wants to spot bottlenecks quickly and push staff to fix them.
Focused on reporting, accountability, and results.
Frustration:
They are answerable for under utilisation of IHX, streamlining claim process, but wastes time analysing Excel reports for identifying payer adoption drops and pressuring staff.
Design Thoughts
Real-time dashboards allow quick information to staff, provide drill when required
Clarity over complexity surface bite-sized insights that are instantly actionable.
Visual-first communication make adoption % and trends glanceable, not buried in tables.
Built-in recognition reinforce positive behaviour through badges, rewards, and visible milestones.
Staff performance visibility highlight underperformers and celebrate high performers to balance accountability and motivation.
Make it Easy on the eye and brain of the users
Simplifying the data overload
we knew what teh data users need. We needed to simplifying the data - to bite sized information - easy to understand, quick to action on and provide detailed information to those who need. We also needed to make this more engaging to the users
30+
Payers
2+
Payer Types
6+
Trend Periods
Adoption Dashboard
View Detail Report
1 Week
1 Month
3 Months
6 Months
1 Year
+20%
This week’s adoption is higher than last week
*Showing New Admission Only
Total Adoption
63%
All INtergrated Payers
75%
All Email and RPA Payers
45%
Intergrated Payers
Medi Assist
45%
HDFC
45%
RGI
45%
ICICI Lombard
45%
Star Health
45%
USG
45%
Raksha
45%
ABHI
45%
*compared to last years data of same period
All Email and RPA Payers
76%
ICICI Prudential
76%
Paramount
76%
FHPL
76%
Bajaj
76%
Cholamandalam
76%
Heritage
*compared to last week data of same period
Last updated on 12/06/2034 10:00 AM, 10 min ago
1
Real-Time Visibility
End users see their own contribution live. This shifts adoption from a distant admin metric to a personal achievement metric.
2
Timeframe toggles and trends
Obe tap to view rends over different periods, a stock-market mental model (simple up/down trend) so staff instantly know “better/worse.”
3
Guided Insight Cards
Surface adoption % in bite-sized, non-intimidating visuals so even first-time users know where they stand.
Portal Payers
Medi Assist
45%
HDFC
45%
RGI
45%
ICICI Lombard
45%
Star Health
45%
USG
45%
Raksha
45%
ABHI
45%
Total Claims
29
Online Claims
20
Offline Claims
09
Payer Level drill Down
Quick peek into each payer level claims submission mode, understand trends and focus on improving adoption
Quick Insight to Primary KPIs
Scan-friendly number with trend arrows, reduces cognitive effort under pressure
Total Adoption
63%
Integrated Payers
75%
Email & RPA Payers
45%
Adoption Dashboard
View Detail Report
Congratulations! You’ve unlocked the IHX Power User badge.
+20%
This year’s adoption is higher than last year’s
*Showing New Admission Only
Total Adoption
63%
All INtergrated Payers
75%
All Email and RPA Payers
45%
Intergrated Payers
Medi Assist
45%
HDFC
45%
RGI
45%
ICICI Lombard
45%
Star Health
45%
USG
45%
Raksha
45%
ABHI
45%
*compared to last years data of same period
All Email and RPA Payers
76%
ICICI Prudential
76%
Paramount
76%
FHPL
76%
Bajaj
76%
Cholamandalam
76%
Heritage
*compared to last week data of same period
Submit Remarks to IHX
Last updated on 12/06/2034 10:00 AM, 10 min ago
Role based access to detailed report
Access to detailed report for senior staff ,navigate to report and analytics section for more detailed report
Gamifying the boring
Badges like IHX Power User celebrate progress. Gamification turns routine submissions into achievement-driven milestones.
Adoption Dashboard
View Detail Report
1 Week
1 Month
3 Months
6 Months
1 Year
Congratulations! You’ve unlocked the IHX Power User badge.
+20%
This year’s adoption is higher than last year’s
*Showing New Admission Only
Total Adoption
63%
All INtergrated Payers
75%
All Email and RPA Payers
45%
Intergrated Payers
Medi Assist
45%
HDFC
45%
RGI
45%
ICICI Lombard
45%
Star Health
45%
USG
45%
Raksha
45%
ABHI
45%
*compared to last years data of same period
All Email and RPA Payers
76%
ICICI Prudential
76%
Paramount
76%
FHPL
76%
Bajaj
76%
Cholamandalam
76%
Heritage
*compared to last week data of same period
Submit Remarks to IHX
Adoption Dashboard
View Detail Report
Congratulations! You’ve unlocked the IHX Power User badge.
+20%
This year’s adoption is higher than last year’s
*Showing New Admission Only
Total Adoption
63%
All INtergrated Payers
75%
All Email and RPA Payers
45%
Intergrated Payers
Medi Assist
45%
HDFC
45%
RGI
45%
ICICI Lombard
45%
Star Health
45%
USG
45%
Raksha
45%
ABHI
45%
*compared to last years data of same period
All Email and RPA Payers
76%
ICICI Prudential
76%
Paramount
76%
FHPL
76%
Bajaj
76%
Cholamandalam
76%
Heritage
*compared to last week data of same period
Last updated on 12/06/2034 10:00 AM, 10 min ago
Really real time
Showing teh last updated, to ensure the user knows the data freshness and ensuring the trust
So, did the design help the claim team ?
How dashboard helped users work efficiently
We decided to create a adoption focused dashboard, easy to understand, visually engaging, provide insights where necessary and show trends across weeks, month and yearly with comparisons.
Real time visibility
of adoption data
4.6
Improved CSAT
100+ subscriptions
in hospitals for improved standard plan
Increased Revenue / claim
33%
Attributed Increase in revenue per claim
Standard Plan W/O Adoption Dashboard
Standard Plan with Adoption Dashboard
Reduced dependency on Data Team
100% workload
15%
85 %
Reduction in
Data team Dependency
Before
After
Increased Access to Information
70 %
Increased
Access to information
Before
After