Medtronic Prior Authorisation Portal
Redesigned Medtronic’s Salesforce-based Prior Authorization system, replacing faxed forms with a guided step-by-step digital workflow. Built a clickable prototype, tested with clinic professionals, and refined the design before handoff to development.
Client
Medtronic
Year
2023
Services
CX, UX, UI Design
Credits
Wendy W. Chan
Elizabeth L. Nguyen
Sanjiv Gulati
Vivek Kolpe
Anita Smith
Roshnee Gulati
Pankaj Kumar
Gintaras Lukoševičius
Medtronic Prior Authorization (PA) login
Project overview
I led the UX transformation of Medtronic’s Salesforce-based Prior Authorization (PA) system for pain interventions, replacing a paper-based, fax-driven process with a fully digital workflow. Medtronic processes thousand+ cases per month, requiring a scalable, user-friendly solution. My role covered UX strategy, design system development, stakeholder alignment, usability testing, and production-ready design handoff.
Medtronic Prior Authorization (PA) fax based paper form VS online step-by-step guide.
Design Challenges & Solutions
Replacing Paper & Fax-Based PA Requests with a Digital Workflow
Challenge: The existing process relied on clinicians manually filling out and faxing forms, leading to inefficiencies, delays, and data entry errors.
Solution: Designed a guided step-by-step form, capturing information progressively, displaying only relevant fields at each step, and reducing cognitive load.
Ensuring User Adoption Among Clinical Professionals
Challenge: Clinic staff accustomed to paper-based workflows needed a frictionless transition to a digital system.
Solution: Built a clickable prototype and conducted usability testing with real clinic professionals across multiple U.S. states, ensuring intuitive navigation and refining the final design before development.
Stakeholder Alignment & UX Prioritization
Challenge: Business, development, and medical teams had conflicting expectations regarding system functionality and priorities.
Solution: Led stakeholder interviews and validation workshops, aligning teams on a user-centered approach while ensuring technical feasibility.
Scalable & Accessible UI Design
Challenge: The platform had to support evolving requirements and adhere to WCAG accessibility standards.
Solution: Developed a modular UI design system, ensuring a consistent experience across different screens, scalable components, and full accessibility compliance.
Validating Design Before Development
Challenge: Preventing usability issues before committing to full-scale implementation.
Solution: Conducted multiple rounds of usability testing with internal Medtronic experts and external clinic coordinators. Measured task success rates, time on task, and error-free rates, then iterated on the design based on findings.
Prior Authorization (PA) information architecture and usability testing report
Impact
Eliminated fax-based inefficiencies, reducing manual errors and speeding up prior authorization approvals.
Validated design with real clinic professionals, ensuring the system met real-world workflow demands.
Optimized usability metrics, including increased task completion rates and reduced error rates.
Created a scalable, accessible digital solution, allowing Medtronic to expand its PA services efficiently.
Prior Authorization (PA) case management list
Prior Authorization (PA) case submission form
Clickable prototype & UI specs