Case study / Amazon, Consumer Payments

Healthcare Wallet

I extended Amazon's wallet so customers could pay for healthcare services and products with insurance, FSA or HSA funds.

  • Under NDA
  • Payments
  • Framework
Role
UX Designer II, the UX partner on Consumer Payments
Team
TPM, PM, Sr. Manager of Health, principal software engineer
Partners
Researchers, subject-matter experts and senior engineering
Scope
User research, UX design, prototyping, storytelling
The problem

Amazon's healthcare ecosystem was expanding, and customers needed to pay for care with insurance benefits, FSA or HSA funds, inside the intricate US insurance system.

My approach

I designed end-to-end journeys and mapped complex use cases so the payment framework could support a wide range of future healthcare scenarios, while engineering built net-new APIs.

Outcomes
  • A scalable, plug-and-play framework for insurance-based payments
  • Earned leadership buy-in for Amazon's long-term healthcare vision
  • A 3-month roadshow with partner teams to keep the experience consistent
  • Validated with customers in usability testing
01 / Overview

A quick overview

I facilitated design thinking workshops with executive leadership, partnered with researchers on multiple rounds of customer interviews, and designed end-to-end flows for different healthcare offerings.

I worked with cross-functional partners to keep the experience scalable and sensitive to the nuances of HIPAA, and influenced decisions as engineering built net-new APIs. With more health products coming down the pipeline, we chose a plug-and-play approach so new teams could build on the same foundation.

Open for discussion in interviews Email me

Aspects of this project are confidential. Let's talk about my approach.

Confidential information has been omitted or blurred to comply with my NDA. All material is property of Amazon.