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New internal CLM system

Project mission

Redesign the search for medical services in the app and website of the largest health insurance company in the country to improve user experience and satisfaction, and to reduce the number of complaints at the call center about current usability issues.

Redesign the search for medical services in the app and website of the largest health insurance company in the country to improve user experience and satisfaction, and reduce the number of complaints at the customer service center about current usability issues.

Recreate the search for medical services in the app and website of the largest health insurance company in the country to improve the experience and satisfaction of users and reduce the number of complaints at the customer service center about current usage difficulties.

Business requirements

Align the project's initiatives and ideas with all internal areas of the company, facilitating a more organized roadmap, monitoring market trends, and orienting towards the company's strategic interests.

Align the project's initiatives and ideas with all internal areas of the company, facilitating a more organized roadmap, monitoring market trends, and aligning with the company's strategic interests.

Align the initiatives and ideas of the project with all internal areas of the company, facilitating a more organized roadmap, following market trends, and aligning with the interests of the company.

Tools

Miro
Figma
Google Tools

Time

3 UX/UI Designers
1 Designer Thinker

My papers

UX/UI Designer
UX Researcher
Design Thinker
Facilitator

Schedule

8 weeks:

Research and analysis: 2
Ideation and prototype: 3
Testing and report: 1

Planning and processes

I structured the project into 4 linear stages to redefine this system as an internal product, tying it to solid metrics already identified and to the agile development model.

Immersion

51 interviews

27 internals

24 with users

AS-IS Mapping

Mapping the journey and the main pains and needs.

Benchmarking

16 Western and Eastern references.

Analysis

Jobs-to-be-done

who went through the debriefing process in Excel and clustering in Miro.

that went through the debriefing process in Excel and clustering in Miro.

25 Findings

they were conceived through the clusters made with all the collected inputs.

were designed through the clusters made with all the collected inputs.

Ideation

In this stage, the results of the analysis were used to build the ideal journey, its scenarios, and each step necessary to define the experience tailored to each need and situation. After this ideation, I facilitated an in-person prioritization workshop with the departments to determine which features would be prioritized, deprioritized, and discarded. This workshop was based on a part of the Lean Inception framework, which allowed for the prioritization and direction of each feature in a roadmap through waves and sprints.

Ideal journey

Building a flexible and comprehensive journey for every user need.

Building a flexible and comprehensive journey for each user's needs.

Scenarios

Addressing 4 possible scenarios for use in the app or website for each type of situation and urgency.

Stages

defined from the discovery of the problem to the "post-consultation", encompassing both digital and analog strategies.

Conclusion

16 mapped features

8 of them were prioritized and included in the roadmap, and 8 we kept as incremental.

1 journey / 2 scenarios

Considering from the beginning of the case beyond the digital, to the post-use, encompassing the entire service.

2 MVPs

Being one in the mobile version and another in the desktop version

Defined OKRs

Páginas de documentação e orientações para a empresa, o produto e o projeto.

What?

Na quantidade de ligação à central de atendimento, KR principal para o desempenho do produto.