Role
Product design, UX research, workflow design, interaction design
Methods
Stakeholder interviews, workflow mapping, SME sessions, usability testing, design documentation
Design decisions
The main decision was to separate resident simplicity from admin complexity. The payment flow kept balances, invoice context, method selection, review, and confirmation clear for residents, while the admin portal exposed search, statuses, resident-level detail, exceptions, and support workflows for billing teams.
Solution + impact
The final ecosystem connected a resident-facing payment portal with a back-office admin workspace, giving both sides the right level of visibility. It helped communities move away from fragmented manual payment workflows and supported more than $10M in monthly ACH and credit card payments, contributing $0.2M+ ARR in revenue share.
Case study
The Payment Portal was designed as a new digital payment ecosystem for senior living communities, combining a resident-facing payment experience with a back-office admin tool for billing teams.
The real challenge was not just enabling online payments. It was creating trust for residents and responsible parties while giving internal teams the visibility they needed to manage payment activity, statuses, exceptions, and support scenarios.
I worked across research, workflow mapping, interaction design, and UI design. The process involved understanding existing billing workflows, identifying where manual follow-ups happened, and designing two connected experiences: a simple payment flow for users and a more operationally detailed admin workspace for staff.
The resident portal focused on clarity: balance visibility, invoice context, payment method selection, review, confirmation, and support. The admin portal focused on control: searchable tables, payment statuses, resident-level details, and issue resolution.
A key design decision was to separate user simplicity from operational complexity. Residents needed reassurance; admins needed traceability.
The product helped shift communities from fragmented/manual payment workflows toward a scalable digital payment system. It crossed $10M+ in monthly ACH and credit card payments and contributed $0.2M+ ARR in revenue share.
Additional screens, artifacts, and process details.
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