Bupa UK — Provider Payments Workflow Redesign & Digital Delivery Structure
Problem
The legacy onboarding and payment workflows had fragmented documentation and unclear ownership. Several teams followed differing interpretations of processes, causing repeated clarification, testing delays, and inconsistent user journey mapping. Bupa required structure, documentation, and defined workflows to support redesign efforts and ensure compliance alignment.
Approach
We introduced a documentation framework and delivery rhythm that unified the organisation’s understanding of the onboarding and payment journeys.
Our work included:
BRDs, workflow maps, end-to-end process documentation
Clarification of payment and onboarding journeys across teams
Stakeholder workshops, requirements gathering and functional definition
RAID logs, delivery plans and reporting structure for cross-team alignment
UAT support: scenarios, issue triage, test readiness
Handover documentation for product, engineering and BAU teams
Outcome
Clear and repeatable onboarding and payment workflows
Reduced dependency on SMEs due to structured documentation
Improved testing accuracy with clarified acceptance criteria
Consistent governance and reporting across the delivery lifecycle