The Opportunity

Members previously encountered a hybrid experience split between KP.org’s portal and Adobe Experience Manager (AEM). This caused confusion, limited self-service options, and increased call volume to support centers.

We needed to:

  • Consolidate billing tools into a centralized mobile experience

  • Leverage Epic MyChart tiles to reduce custom development overhead

  • Ensure consistency across mobile app and web

  • Support accessibility, multiple payment paths, and notification preferences

The Approach

We replaced legacy flows with native access to Epic MyChart billing tiles, enabling members to handle end-to-end billing tasks in one place. These capabilities included bill pay, account summaries, payment plans, and insurance details—all integrated directly into the KP Mobile app.

1. Research & Requirements Gathering

We collaborated with Revenue Management, Product, UX, and Engineering to define core user journeys. Key pain points included:

  • “I don’t know what I owe or where to find it.”

  • “I can’t manage my payment plan or update my payment method easily.”

  • “I get bills but no clear summary of what’s paid vs. pending.”

These informed our mobile requirements and feature set, designed to meet KP’s non-functional needs including ADA compliance, multi-language support, and Epic system alignment.

2. Feature Design & Integration

Each billing tile was designed as a modular experience within the KP app:

  • Billing Account Summary: Displays account-level “baseball card” views with key info—balance, recent payments, due dates, and access to deeper details

  • Bill Payment: Offers multiple payment paths (pay full, partial, or split by service line), stored payment methods, and payment confirmation

  • Payment Plans: Allows members to start, view, and manage auto-payment plans, including selecting date and method

  • Customer Service Messaging: Enables secure two-way communication between members and billing support

  • Insurance Summary: Provides real-time access to plan details, coverage status, and deductible tracking

All components were adapted for web view and native display, ensuring platform consistency and secure member authentication.

Key Experience Features

  • Account Overview
    View all balances, payment history, statements, and account details in one place

  • Multiple Payment Options
    Pay full or partial balances, split by service line, and manage stored payment methods via eWallet integration

  • Automated Payment Plans
    Create monthly plans with member-selected dates and amounts, plus T&C confirmations

  • Insurance Summary
    Access deductible, copay, coinsurance, and plan status details by department or coverage type

  • Notifications
    Receive mobile alerts for payment confirmations, plan setup, and new statements (email & in-app)

  • ADA-Compliant PDFs
    Secure access to billing statements and communications in downloadable formats that meet accessibility standards

Results & Impact

  • Increased self-service usage, reducing call center volume for billing inquiries

  • Improved digital payment success rates via streamlined, error-reduced flows

  • Established a scalable pattern for Epic MyChart integrations across KP platforms

  • Simplified onboarding of future financial services (letters, statements, insurance) under one experience

  • Positive early feedback from stakeholders, with enhanced visibility across revenue and member teams

Key Takeaways

  • Leveraging Epic MyChart tiles enabled faster delivery and standardization across mobile and web

  • Self-service design should emphasize clarity, flexibility, and transparency

  • A modular approach allowed for regional configuration, while maintaining a national system foundation

  • Building billing trust with members required accurate data, proactive notifications, and accessible design