The PM and I got some several medical billers on a WebEx. We asked them why the were mostly working manually when our powerful system could do their work for the.

They didn’t trust it. And look, no one wants their robots running rampant. Medical billers are a set who are particularly partial to being on top of all the details.

We really wanted Barb to make pasta for the kids AND feel like she was offering Doctor J the support her needed from her.

The goal wasn’t hard to find: Prove to her our system was thinking just like she does, let her guide it like she would a junior staff biller, but take hours off her workday, too.

A story workshop with customers helped the PM and me understand what was most important to deliver solutions for first.

This helped us figure out just how much (and what flavor) of configuration would be necessary to build their confidence in the automation tool.

I created and testing two prototypes using the same content but different configuration logic so I could see which option users believed they understood better.

In the end… I created and re-tested option C; a new version that kept the parts users responded well to or understood quickly from both of my first two tries.

I smoothed out a few areas of confusion as well. Semantics matter!

And did they use it? Actually.. yeah. Nearly all of our billing customers turned these rules on within a couple of months of release.