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| Home > Solutions > Usability Engineering > Automating Decision Making |
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A leading U.S. healthcare provider had an existing application in MS-Excel which required manual input at several levels of the organization. They wanted to automate the entire process to improve business performance, and they wanted to ensure that their service representatives could easily learn the system.
User Issues:
- Decision-making. The member service representatives had to analyze and make decisions about the criticality of the issues before they could log the issue.
- Time-Sensitive. These issues needed to be handled immediately. Repetitive Work Flow. A volunteer staff had to manually create invoices for all the accepted reimbursements and submit it every time.
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Cognizant's Advanced UI Group applied the Pi engineering approach to improve business operations.
Our team developed a system that automatically prioritized items, removing the pressure of decision making from the user. We also automated the invoice creation process. |
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Pi engineering increased productivity by 170% and significantly reduced cycle time.
Cycle time reduction – 304 minutes per user/day
User productivity gains: 170%
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