Case Study
2020 - 2024
BR - SP / IE - Dublin
www.dasa.com.br
Mar 2020 / Jun 2024
Type: Responsive plataform
Comissioned by: Dasa S.A
Tools
Patient
journey
Challenge
Dasa wants to ensure agile, uncomplicated and frictionless navigation in the healthcare journey, for both patients and doctors, through its management platform, Nav, and also to offer to employees integrated and innovative corporate healthcare solutions in their work routine.
Context
Dasa is the largest integrated healthcare network in Brazil. It is part of the lives of more than 20 million people each year, with high technology, intuitive experience and an attitude ahead of its time. With more than 50,000 employees and 250,000 partner doctors, it exists to be the healthcare that people want and that the world needs, being present at all stages of care.
In total, there are 15 reference hospitals (considering its own network, inorganic growth and businesses that are still awaiting approval from regulatory agencies) and more than 59 brands between diagnostic medicine and hospitals, distributed across more than 900 units in Brazil.
KPIs relationates
-
Financial
-
Experience
Impacts
Saving bigger 1 M
with licences that wasn't renewals
from 35% to 70%
Rollout / Share increase
72%
TMO
85%
CSAT
Hard and Soft Skills
2009 - 2024
BR - SP / IE - Dublin
Duration
1 sprint (15 dias)
Tools
Tools
Design process
Team
Davi Januário
Product Designer
Pedro Victor Pereira
Product Management
Marina Zilli
Gerente de Projetos
Guilherme Davi Lima
Tec Leader
My responsabilities
I collaborated in the final stages of this rollout process, improving functionalities and creating new features focused on the needs of users and the business to accelerate and enhance the perceived value in relation to usability.
Learning
User-Centric Design: Working on a platform used by a large internal team highlighted the importance of designing with user workflows and ease of use in mind. This required extensive user research and iterative testing to ensure the platform effectively reduced call handling time and improved user satisfaction.
System Integration: Ensuring seamless integration of the platform across various diagnostic brands was crucial. This taught me the value of designing flexible and scalable systems that can accommodate diverse data sources and interfaces.
Information Accuracy: Given the sensitivity of medical information, maintaining updated and accurate data was critical. I learned the importance of robust data validation processes and clear communication to ensure reliability.
Pain
Checking and applying the rules for exams to schedule them is not done smoothly and requires prior knowledge of the rules, making the process time-consuming and impacting patient satisfaction on the phone.
Job to Be Done
View and apply rules for scheduling exams, vaccinations and medical appointments in an orderly and simplified manner during telephone service to schedule appointments.