2022

Health Tech

Bajaj Finserv Health

BFHL

Health Pay is a digital-first payment system embedded into the Bajaj Finserv Health app. It allows patients to use their health plan benefits, coins, and wallet balance for healthcare services at both partnered and non-partnered providers

Mobile App

For Patients

Mobile App

For Patients

Mobile App

For Patients

Product Design

research, strategic ux, rapid prototyping, iterative testing, and everything in between

Product Design

research, strategic ux, rapid prototyping, iterative testing, and everything in between

Four Weeks

Four
Weeks

it was a tight deadline during my internship as we had a GTM date already in place

Four Weeks

it was a tight deadline during my internship as we had a GTM date already in place

Only me

Only
Me

ofc with 2 product managers + engineering squad

Only me

ofc with 2 product managers + engineering squad

Business Outcome

check some real stats :

60,000+

Transaction Volume

Per month txns processed at peak scale - across network and non - network providers

70%

Scan to Pay Adoption

Users preferred the QR to pay directly, showing massive adoption of the journey

₹2,500

DRR

Average DRR achieved with strong consistency across all payments

25% +

Auto Apply Success

The “On-Us” txns increased after intoducing the auto apply feature

21%

Reduced Drop Off

Decreased the drop off rates by introducing an exit intent

25% +

Auto Apply Success

The “On-Us” txns increased after intoducing the auto apply feature

21%

Reduced Drop Off

Decreased the drop off rates by introducing an exit intent

Why Health Pay was introduced

digging through the need and gaps

Patients often faced friction at the point of payment during OPD visits, Despite having health plans or discounts, many users:

Don't know where and how to redeem them

Long Process for reimbursement

Felt unsure about real-time eligibility & pricing

In non-network clinics, digital payments often fail due to lack of system support, and users are left confused about coverage or discounts.

Our Solution :

We aimed to solve this by designing a payment layer that works seamlessly across:

Partnered providers (real-time redemption)

Non-network providers (QR-based reimbursement)

Wallet + coins + discounts = applied dynamically

UX Goal:

Reduce user confusion, reduce taps, and improve post-payment assurance

How does Health Pay work?

lets see each step with a screen at a time

Entry Point and Context Detection

User Enters from the homepage and instantly taken through the scan journey

Amount Enter & Benifit Screen

User enters the amount and instantly see the available benefit options and payment summary

Summary View

Here, user can see the amount breakdown and can also choose to opt in - opt out of beneifts

Benefit and Payment Method Screen

If the user chooses to change benefit or payment method

Post Payment Screen

Payment confirmaton and summary screen

Non - Network Provider Flow

watch the video to get the context

For non-network providers, 80% of the process remains the same, with just an added disclaimer step at the beginning and a verification step at the end.

Thinking Beyond the Happy Path

Thinking Beyond
the Happy Path

edge cases and more

Proactively mapped and solved for edge cases to ensure it works reliably in the real world.

Designing for everyone

accessibility factors

Health Pay was built with inclusive design principles to ensure access for all users, regardless of age, ability, or tech-savviness.

Accessibility Feature

Accessibility Feature

Implementation Strategy

Implementation Strategy

Tap target size

Tap target size

Ensured 40px minimum tap targets for all interactive elements

Ensured 40px minimum tap targets for all interactive elements

Low vision support

Low vision support

Avoided light grey on white, used consistent layout patterns

Avoided light grey on white, used consistent layout patterns

Dynamic type support

Dynamic type support

All components scale gracefully with device accessibility font settings

All components scale gracefully with device accessibility font settings

Cognitive load reduction

Cognitive load reduction

Payment flow was broken into digestible, step-by-step chunks

with clear progress cues

Payment flow was broken into digestible, step-by-step chunks

with clear progress cues

Language clarity

Language clarity

Avoided jargon—used simple words like "wallet," "health plan," and "benefit"

Avoided jargon—used simple words like "wallet," "health plan," and "benefit"

Thanks for scrolling till here

Thanks for scrolling till here

Thanks for scrolling till here

lets have a chat to know more about this project

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