James Bowman, CUA

The Project: Zero Hour Alerts™ by Cotiviti

Goal: Produce a best in class design for a product that would be the retail industry’s first true platform that gave retailers advance warning needed to monitor, prioritize, and proactively resolve payment accuracy issues.

Role: Product Designer Manager

Case Study Summary:

In collaboration with senior stakeholders across business units, engineering and development, UX design, outside vendor participation and Cotivit’s brand and marketing department, we produced a best in class prevention and alerts product to tackle the $575 million (24 month rolling analysis) post-pay recovery audit landscape for Cotiviti retail clients.

My UX design team in collaboration with an outside design firm leveraged our UX methodology process to surface the most important touchpoints and interactions with the users who would leverage the product.

The web-based Zero Hour Alerts software platform consists of essentially three layers: a visualization dashboard, alert manager, and an alert detail layer. All of which have their own UX visuals designed with a user-first approach.

My goal and oversight included a vision to visually design this product to look nothing like a traditional Cotiviti product. But one where users would instantly gravitate to it’s modern and edgy design. But also create visual artifacts balanced with extensive functionality to provide a best in-class experience for those who interacted with the application. Thus, the ZHA dashboard was created.

Users are afforded tremendous flexibility as information displayed can be filtered on several elements including alert value, alert type, vendor, department, confidence score, and aging.

Visualizations available via an alerts dashboard help to focus internal resources on the most impactful issues by prioritizing high-value errors, issues closest to transaction, and events involving strategic third-party suppliers. Merchandise and finance teams can use alerts to prioritize prevention efforts without sacrificing productivity.

For one of the ten largest retailers in the United States, this solution has delivered alerts resulting in $23 million in annual average value, which were tied to more than 25 percent of audit recoveries in the first year post-implementation alone.