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Express Medical Collections, Inc.

An accessible web platform for healthcare debt resolution and client account services
(In-House Project)

Role: Lead Product Designer / UX Designer & Researcher / Brand Designer

Tools: Figma, FigJam, Miro

Project Overview

As Lead UX/UI & Digital Product Designer at Express Medical Collections (EMC), I designed the company’s first digital platform to support both sides of the business:

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  • Debtors: a secure, user-friendly portal to make payments.

  • Collection Specialists: tools to manage client accounts and oversee active cases.

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The project began with competitor audits and user flow iterations, leading to a high-fidelity prototype that emphasizes clarity, accessibility, and scalability. This platform establishes EMC’s digital presence while modernizing workflows for both customers and internal teams.

Problem Statement

Express Medical Collections (EMC) relied on manual communication—phone calls, emails, and paper statements—to manage hospital and client relationships. This created key challenges:

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  • No online presence: No website or portal for clients to learn about services or manage accounts.

  • Inefficient workflows: Reliance on calls and emails caused delays and errors.

  • Trust & compliance risks: Without a secure digital platform, EMC struggled to project HIPAA compliance and credibility.

  • Competitive gap: Rival firms already offered client dashboards and user-friendly websites, leaving EMC at a disadvantage.

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In short: EMC needed a modern, secure, and accessible platform to establish trust, streamline workflows, and remain competitive in the healthcare collections market.

Solution

I designed EMC’s first digital platform—a modern, accessible website and client portal—that establishes credibility and simplifies client interactions.

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Key Features

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  • Clear Service Presentation: Homepage communicates EMC’s healthcare expertise with trust-building clarity.

  • Secure Client Portal: HIPAA-compliant dashboard for payments and account management.

  • Streamlined Information Architecture: Intuitive navigation for FAQs, compliance policies, and client resources.

  • Accessibility by Design: WCAG AA–guided choices ensure usability for diverse hospital staff and clients.

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Impact


The platform strengthens EMC’s digital presence, builds client trust, and lays a foundation for efficient workflows and scalable growth.

Research & Competitor Analysis

Screenshot of a competitive audit featuring various websites related to medical billing and healthcare debt collection. The image includes user interfaces from companies like TrueAccord, IC System, Ventra, and others, highlighting visual styles, dashboards, trust messaging, and service offerings across both modern and traditional UI designs.

Approach

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  • Conducted stakeholder interviews with EMC leadership and staff.

  • Performed a competitor audit of IC System, Rocket Receivables, and Atradius Collections to identify industry standards and gaps.

Stakeholder Insights

  • Leadership: Needed a professional online presence and a secure client portal to build trust and support onboarding.

  • Staff: Frustrated by manual billing workflows (calls, emails) and the lack of a centralized resource for clients.

EMC Competitor Audit

Competitor Insights

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  • IC System: Strong compliance, but costly and less responsive.

  • Rocket Receivables: Transparent early pricing, but high commissions later.

  • Atradius: Global reach, but limited healthcare specialization.

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Key Opportunities

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  • Healthcare B2B niche: Differentiate by focusing exclusively on hospitals and healthcare providers.

  • Portals as baseline: Deliver a client-facing portal with invoice uploads, recovery tracking, and staff dashboards.

  • Clarity over complexity: Streamlined navigation vs. cluttered competitor designs.

  • Trust through simplicity: Build credibility through compliance, accessibility, and modern UI.

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Impact


These insights guided EMC’s design strategy—resulting in a healthcare-specific platform with simplified workflows, intuitive navigation, and a portal tailored for hospital staff and administrators.

FigJam competitive analysis comparing IC System, Rocket Receivables, and Atradius Collections, highlighting strengths, weaknesses, and opportunities for Express Medical Collections.

User Flow

I created this user flow to define navigation and account pathways for both hospital clients and EMC staff. It maps the primary routes a visitor might take—from exploring services and FAQs to signing in and reaching their dashboard.

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Key Paths

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  • Website Navigation: Homepage links to Services, About, FAQ, Contact, and Hospital Payments.

  • Service Subsections: Debt Recovery, Invoice Monitoring, and Custom Collections Strategy.

  • Client Flow: Conditional logic directs users to login/signup or straight to the Hospital Payment Dashboard.

  • Employee Flow: A separate sign-in directs staff to the Collection Specialist Dashboard.

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Impact


This flow clarified how different users would interact with the platform, ensured intuitive navigation around secure payment and account access, and provided a clear reference point for stakeholder alignment.

Flowchart outlining the user navigation paths for the Express Medical Collections website. Starting from the homepage, the chart maps out routes to services like debt recovery, invoice monitoring, and hospital payments. It includes user decision points for sign-in status, directing users to either login prompts or dashboards. Employee-specific flows are also included, ending in the Collection Specialist Dashboard.

Information Architecture

I created EMC’s information architecture in FigJam to define clear pathways for three key audiences: prospective clients, debtors, and EMC specialists. Each flow was designed to reduce friction, ensure compliance, and keep tasks focused.

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Key Flows

  • Consultation Funnel: Simple 3-step process (Schedule → Request → Confirm) to streamline new client conversions.

  • Support vs. Marketing: Public-facing pages separated from support to balance credibility with easy access to help.

  • Collection Specialist Flow: Secure login leading to structured case management steps, reducing errors and ensuring compliance.

  • Debtor Flows: Account management, payment plans, and auto-pay rules designed as short, focused funnels to minimize drop-off.

  • Payment Portal: Direct, no-login option for quick balance resolution.

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Impact


Color-coded IA helped stakeholders visualize scope by role, align on priorities, and ensure each user type could complete their tasks quickly and securely.

Information architecture diagram for Express Medical Collections showing user flows from the homepage into six main paths: consultation, about/support, collection specialist dashboard, contact form, debtor account, and payment portal. Each flow is color-coded by user type.

Wireframing

Following the IA, I built low-fidelity wireframes in Figma to establish layout, navigation, and task flows for debtors, clients, and EMC staff. These wireframes focused on content hierarchy, functional grouping, and usability before moving into visual design.

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Featured Screens

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  • Homepage: CTA-driven entry point with service highlights.

  • Debtor Sign In / Sign Up: Dual-form layout for new and returning users.

  • Payment Page: Clear breakdown of balances with simple payment submission.

  • Collection Sign In: Secure login for staff access.

  • Collection Dashboard: Centralized view of accounts, payment status, and workload.

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Impact


The wireframes provided a strong foundation for stakeholder alignment, ensuring flows were intuitive and content was prioritized correctly before advancing to high-fidelity design.

Wireframes showing homepage, debtor sign-in, payment page, collector login, and collector dashboard for Express Medical Collections.

Hi-Fidelity Prototype 

EMC Homepage

For EMC’s homepage, I designed a layout that balances professional credibility with clear conversion pathways for two audiences: healthcare clients and debtors. The design establishes EMC as a secure, compliant, and results-driven partner in the medical collections space.

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Key Design Decisions

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  • Healthcare-specific messaging: Headline and copy immediately position EMC as experts in medical debt recovery.

  • Conversion-focused CTAs: Prominent buttons direct users to the payment portal or client sign-in, reducing friction.

  • Trust signals: Success metrics, compliance badges (HIPAA), and support details surface early to reassure risk-sensitive clients.

  • Credibility modules: Stats, testimonials, and retention data highlight EMC’s reliability.

  • Streamlined navigation: Focused menu guides users to Payments, About, Contact, and Dashboards.

  • Responsive, accessible design: Clear hierarchy, simplified footer, and WCAG-aligned choices ensure usability across devices.

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Impact


The homepage serves as the central gateway for EMC—conveying trust while guiding both clients and debtors quickly to their goals.

Homepage of Express Medical Collections website with a clean white and blue design. The header includes the company logo, navigation links, and a search bar. A main hero section highlights the headline ‘Professional Debt Collectors for Medical Specialists’ with supporting text and two buttons: ‘Access Payment Portal’ and ‘Sign In.’ To the right, a client payment portal card shows a 98% success rate and 24-hour processing with a green access button. Below, a section titled ‘Why Choose Express Medical Collections?’ presents three feature cards: Compliant & Professional, Maximize Recovery, and Healthcare Specialists. A blue call-to-action banner invites visitors to schedule a consultation.
Lower section of the Express Medical Collections homepage highlighting credibility, testimonials, and contact details. The top row displays key metrics: 500+ healthcare providers, $50M+ revenue recovered, 15+ years experience, and 99.2% client retention. A testimonial card features a quote from Michael Rodriguez, CEO of MedSupply Partners LLC, praising EMC’s professional approach and impact on cash flow. Below, a dark blue call-to-action banner invites visitors to schedule a free consultation with a bright blue button. The footer includes four sections: company description with social media icons, quick links to services and careers, contact information (phone, email, address), and a newsletter subscription form.
EMC Payment Portal 

The EMC Payment Dashboard was designed for healthcare vendors and finance departments to securely manage obligations and resolve balances with ease. My goal was to simplify complex financial data into clear, actionable pathways.

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Key Features

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  • At-a-glance metrics: Total outstanding, monthly payments, active accounts, and account status.

  • Action-oriented CTAs: Options to make a payment, set up a plan, or enable auto-pay.

  • Account visibility: Balance tags such as Outstanding, Payment Plan, and Past Due.

  • Filterable list: Hospital account entries with history and aging details.

  • Multiple payment methods: ACH, wire transfer, and check.

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Impact


The dashboard prioritizes clarity, accessibility, and trust, using hierarchy, color-coded statuses, and plain-language prompts to reduce friction in financial workflows.

High-fidelity screen of the Hospital Payment Dashboard for Metro General Hospital. It shows a warning banner for an $847,350 balance, key account stats including total outstanding, monthly payments, and active accounts, plus a status labeled 'Current.' The interface includes options to make a payment, set up a payment plan, and enable automatic payments. A list of outstanding balances with statuses like 'Outstanding,' 'Payment Plan,' and 'Past Due' is displayed on the right.
EMC Collection Specialist Dashboard 

The Collection Specialist Dashboard was designed to simplify complex workflows and give EMC’s internal team an actionable view of active cases and performance. The goal was to improve efficiency while maintaining compliance.

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Key Features

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  • At-a-glance KPIs: Metrics on cases, amounts collected, outstanding balances, and success rates.

  • Case management table: Searchable, filterable list of hospital accounts organized by debtor, client, status, and amount owed.

  • Color-coded statuses: Consistent signals (Active, Past Due, Payment Plan, Under Review, Resolved) reduce cognitive load.

  • Recent activity feed: Real-time updates on payments, calls, and account changes keep specialists informed.

  • Quick actions: Prominent New Case button and always-visible support link reduce task friction.

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Impact


The dashboard prioritizes efficiency, clarity, and scalability—helping specialists act quickly, stay organized, and manage compliance in a high-volume healthcare collections environment.

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Next Steps / Future Work

If further developed, EMC’s digital platform could expand in several areas:

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  • Integration with hospital systems (EHR/EMR): Connecting directly with providers’ records to reduce manual data entry and errors.

  • Advanced reporting & analytics: Deeper dashboards for clients and specialists to monitor collections performance and compliance trends.

  • Mobile optimization: Expanding responsive layouts into a fully mobile-first experience for on-the-go account management.

  • Role-based access controls: Enhanced security and permissions for different user groups (debtors, specialists, leadership).

  • Automation: Smart reminders for payments, automated escalations for overdue accounts, and predictive insights for high-risk cases.

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Impact


These future iterations would further strengthen EMC’s credibility, improve operational efficiency, and position the platform as a competitive leader in healthcare collections technology.

Laptop mockup displaying the EMC Homepage. The design highlights a headline about professional debt collection for medical specialists, a client payment portal success-rate card, and call-to-action buttons for accessing the payment portal or signing in.

Personal Reflection

Designing the EMC platform challenged me to balance complex financial workflows with the clarity and trust healthcare clients expect. I focused on making interfaces approachable while maintaining compliance and precision.

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This project also strengthened my ability to communicate design rationale—showing stakeholders how choices like color-coded statuses or trust metrics directly supported usability and conversion. Collaborating with leadership reinforced the importance of aligning visual design with organizational goals while advocating for future-proof features like accessibility and mobile responsiveness.

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Overall, EMC reinforced my passion for creating tools that simplify complex systems through intuitive, user-centered design and gave me confidence leading projects from research to high-fidelity prototyping.

Laptop mockup displaying the EMC Collection Specialist Dashboard. The interface shows key performance metrics at the top, a table of active hospital cases with color-coded statuses, and a sidebar with recent collection activity, actions, and support options.
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