Rede D’Or

marciosteffen July 9, 2018 0

Behind The Scenes

It was a great challenge to coordinate Design Thinking sessions and successfully exceed customer expectations. This project was awarded in Dubai as the most innovative healthcare solution in 2017.

The client had a solid idea of what he wanted to be ideas such as a product commerce through a mobile application, information for patients and a solution for reimbursement of exams.

Using the methodology of Design Thinking I discovered new paths, new solutions, new needs where the most important was involved: the pain of the people, doctors and call center. These new discoveries led to a new business idea.

I developed a solution where it was possible to connect doctors, patients and a call center on a single platform.

And this all involved interviews with patients, doctors, call center staff, always recording and documenting every moment. Through all this process it was possible to create: personas, maps of empathy, journey maps, and going to a final phase that was the prototype.

For this process I used the double diamond process:

The Beginning

A D’Or Consultoria, with the objective of strengthening the relationship between its premium customers and Rede D’Or, envisions the opportunity to create physical and digital means to facilitate patients’ access to the D Or Network with the objective of interacting with the hospitals of the network, feel welcomed in a differentiated way, improving what is now done in a timely, manual and on-demand manner (usually requested by HR or Doctors of Labor), or identified opportunities in the follow-up of hospitalizations for their Health Management team.

Key Business Challenges

Enjoy technologies that are easily accessible by the patient; Optimize internal team to minimize investment and centralize service in all squares; Create a specific flow so that differentiated services can occur with the possibility of growth in scale, without the need of triggering the Director of each Hospital; Vacancy of hospitalization in Hospitals of the Network; Special attention in hospitalizations in progress; Scheduling of exams; Differential care in first aid; Obtaining referral medical indications; Differentiated table negotiation; Online medicine commerce.

Mindly Map from the client

The client arrived with his ideas being that a large part of them were directed to an online medicine store because they believed that this was the client’s main needs as well as other ideas for informative preventive online.

Design Thinking

The Design Thinking methodology was the approach I took to identify the current solution problems and processes and to validate the mindly map and customer view. For this research I used the double-tooth process:

Scrum Methodology

We run all phases of the project using the Scrum methodology. All phases in 3 weeks.

1st Week

Preliminary Immersion:
– Detailing the problem
– Identifying motivational points
– Interviewing the main stakeholders of D’Or Consulting and Rede D’Or
– Mapeamento dos problemas e oportunidades
– Synthesizing the identified needs and opportunities:
– What were the main problems
– How could day-to-day be improved
– What preliminary solutions have been identified

Interviews Word Cloud

Main words: Mobile App, Doctor Exams, Patient, Benefits, Refund, Plans, Integration, Treatment.

New Discoveries

New ideas and concepts were discovered with the observations and interviews held with steakholders, doctors, callcenter, and others … Ideas for automated repayment, reservations of medical consultations, vip care, repository of examinations and mitas other features mapped in forms of new spheres in green color.

2nd Week

I created all personas, empathy maps and journey maps:

Empathy Maps

Journey Maps

3rd Week

This was the final week and my dead line to deliver visual material to the 1st MVP. After long brainstorms I started thinking about the functionalities and visual design for a navigable prototype.

User Interface

This was the final week and my dead line to deliver visual material to the 1st MVP.
After long brainstorms I started thinking about the functionalities and visual design for a navigable prototype.