Healthcare Payments Architecture

Amazon's Healthcare Wallet

Designed a scalable healthcare wallet experience for US customers, extending wallet architecture to support insurance-based payments.

Role:
UX Designer II
‍
Date:
February 2022
‍
Responsibilities:
User Research, UX Design, Prototyping, Storytelling
‍
Team:
TPM, PM, Sr. Manager of Health, Principal software engineer

‍CONFIDENTIAL - QUICK OVERVIEW
During my time on the Consumer Payments team at Amazon, I was the UX partner for a large-scale initiative focused on enabling healthcare payments across Amazon’s expanding healthcare ecosystem.

My role involved extending Amazon’s existing wallet architecture to enable customers to pay for healthcare services and products using insurance benefits, FSA, or HSA funds. This required designing end-to-end customer journeys, mapping out complex use cases, and ensuring the payment framework could support a wide range of future healthcare scenarios.

A key challenge was navigating the intricate details of the US insurance system, influencing desicions as engineering built net-new APIs, and collaborating closely with researchers, subject-matter experts & senior engineering partners.

I facilitated design thinking workshops with executive leadership, partnered with researchers to conduct multiple rounds of customer interviews, designed end-to-end flows for various healthcare offerings, and worked with cross-functional partners to ensure the customer experience was scalable and sensitive to the nuances of HIPAA.

The outcomes of this work established a framework for integrating healthcare payments into Amazon’s long-term vision, while also earning critical buy-in from leadership.

Aspects of the project are confidential, I’d be happy to share my design approach and insights where possible.

‍Contact me to learn more.