Billing isn’t just about getting paid—it’s a major trust touchpoint. When members feel deceived, confused, or abandoned during the billing process, they carry that frustration into every future interaction with your health system or plan.
Redesigning the billing experience means addressing literacy, transparency, and the human need for clarity and care.
About MB360 Insight Briefs:
MB360 Insight Briefs are monthly, research-driven snapshots of the healthcare experience designed to highlight real member and patient pain points and what to do about them.
Each brief focuses on a specific challenge in the healthcare journey, from digital frustrations and call center overload to in-clinic confusion and missed communication moments. Using direct quotes, usability findings, and survey data, we distill three critical insights into a concise, highly visual format that’s easy to skim and act on.
What to expect:
One core topic per month (e.g., checkout experiences, digital engagement, wait time communication)
Three actionable insights each illustrated with real user feedback and followed by clear fixes
Concise, practical takeaways for healthcare leaders, designers, and operational teams
Empathetic tone and plain language backed by real-world research, not just theory
MB360 briefs are built for teams who want to move fast, from insight to impact.
