Case Study

The now-previous generation of HICAPS terminal was going to become non compliant in the near future and the organisation was looking to replace the terminal with new hardware. This gave HICAPS the opportunity to reimagine their digital product offering.

The Hicaps Terminal Replacement Project aimed to redesign and replace the existing payment terminals used in Australian healthcare facilities. The project's objective was to improve the user experience for both patients and healthcare providers, streamline payment processes, and enhance overall satisfaction and efficiency within the healthcare payment system.

HICAPS desk photo

We conducted extensive user research to understand the pain points,needs, and expectations of both patients and healthcare providers during the payment process. The research methods included interviews with multiple user types (patients, healthcare providers and admin staff), observation of the existing fleet in use in healthcare facilities and stakeholder interviews with the customer service team.

HICAPS components snippet
HICAPS Flows snippet

The project team collaborated to brainstorm innovative solutions to address theidentified pain points and improve the overall payment experience. This phaseinvolved, wireframing, and prototyping various design concepts. We improved the Information Architecture to create a clear and logical structure that would feel intuitive.

Through desining the new interface, we created multiple prototypes for various scenarios to be tested and refine the system across multiple iterations. One of the greatest challenges was the seamless integration of rebates from private heealthcare as well as Medicare, all of which are built in different ways and operate and different architectures.

But truly, a personal highlight on this project was getting to partner with Vision Australia to put the terminal in the hands of people with low vision or blindness and learn many insights about their daily routines and challenges when using this type of devices in a public space.

HICAPS in use photo
HICAPS confirm photo