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
CDC - Costumer service center
Context
The platform is used to schedule medical exams and clinical consultations by telephone or in physical units. It is also possible to conduct searches to view patient histories and offers of exclusive and specific services.
Its main user is an internal team of customer service staff (around 2,000 people).
Related metrics
-
Rollout/ Share
-
TMO
-
CSAT
Challenge
-
Realise a rollout of around 40 diagnostics brands to this new platform
-
Ensure updated and correct information, as well as quick responses to searches done
-
Reduce call handling time
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.
Impacts
Saving bigger 1 M
with licences that wasn't renewals
from 35% to 70%
Rollout / Share increase
72%
TMO
85%
NPS
Exemple
of outcome
High complexity
Hard and Soft Skills
2009 - 2024
BR - SP / IE - Dublin
Duration
1 sprint (15 dias)
Tools
Tools
Design process
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.
Below some of the key metrics analyzed:
0.0/ 5
Average Time for Data Retrieval: Time taken to retrieve a patient’s medical history during a consultation
72%
Percentage of Complete Medical Records: Percentage of patient profiles with complete, up-to-date medical histories integrated into the platform
5.30 seg
Average Time for Data Retrieval: Time taken to retrieve a patient’s medical history during a consultation
Implementing an automated rule-checking system within the scheduling platform will streamline the process, reducing the need for extensive staff knowledge and improving the speed and accuracy of exam and appointment bookings, leading to higher patient satisfaction.
Rule Complexity: The rules for scheduling exams, vaccinations, and appointments are complex and varied, requiring customer service staff to have specialized knowledge to apply them correctly.
Manual Process: The current system for applying scheduling rules is largely manual, slowing down the process and increasing the likelihood of errors.
Staff Training: Customer service staff are not fully trained or equipped with tools to streamline the scheduling process, leading to inefficiencies and longer service times.
Technology Support: The platform lacks an intuitive or automated feature that assists staff in quickly finding and applying the correct rules for scheduling.
Patient Expectations: Patients expect a fast and seamless scheduling experience, which is currently hindered by the system’s complexity and the manual nature of rule-checking.
Below some of the key metrics analyzed:
00%
Percentage of Complete Medical Records: Percentage of patient profiles with complete, up-to-date medical histories integrated into the platform
0.0 seg
Average Time for Data Retrieval: Time taken to retrieve a patient’s medical history during a consultation
0.0/ 5
Average Time for Data Retrieval: Time taken to retrieve a patient’s medical history during a consultation
Rule Complexity: Develop an intuitive rule-management system that automatically applies the correct rules based on the type of exam, vaccination, or appointment being scheduled.
Manual Process: Implement automation to simplify and expedite the scheduling process, reducing the need for manual intervention and minimizing errors.
Staff Training: Create in-platform guides or tooltips to assist customer service staff in navigating and applying rules efficiently without extensive prior knowledge.
Technology Support: Introduce a smart search feature that highlights relevant rules and guidelines for each scheduling request, ensuring quick and accurate application of rules.
Patient Expectations: Design a faster, more user-friendly scheduling interface that reduces service time, enhancing patient satisfaction during telephone bookings.
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.
