Summary
A new digital payment ecosystem for senior living communities, combining a resident-facing payment portal with a back-office admin tool for billing teams.
Role
Product design, UX research, workflow design, interaction design
Timeline
36 weeks +
Methods
Stakeholder interviews, workflow mapping, SME sessions, usability testing, design documentation
Design decisions
Decisions were documented as a sequence of tradeoffs: what to simplify, what to make visible, where to slow the user down, and where the system should quietly remove effort.
Final solution
The final solution emphasizes progressive disclosure, strong status language, role-aware views, and a visual system that creates trust without adding noise.
Impact
Helped communities move from fragmented/manual payment workflows toward a scalable digital payment experience for residents, responsible parties, and billing teams. Metrics: $10M+ monthly ACH and credit card payments; $0.2M+ ARR 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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