Viva10

Question

How to enhance digital healthcare marketplace services for Brazilian citizens?

Solution

Establishing an easy-to-search and easy-to-book user experience.

Brazilian citizens still face the complexity of scheduling a doctor's appointment online and without having an insurance plan.

Learning

I worked as a UX/UI Consultant for Viva10 company for a period, and my work on this project ended when I delivered it. So unfortunately I couldn't keep up with its development and measurement.

The challenge I took

Viva10 company is a digital healthcare service provider that aimed to be a marketplace to offer people a online booking experience where everyone can easily access healthcare services such as doctor's appointments, health exams, and more.

But yet Viva10 didn't have its digital healthcare marketplace platform, so then I was invited to help them to define how their platform would look in terms of design.

How I tackled it and came up with a strategy

Being new to the Brazilian healthcare market, I decided to follow a simple path that could ramp me up faster regarding market knowledge and business needs: benchmarking + stakeholders alignment.

So during a few hours over a week, I facilitated design workshops in order to come up with better definitions of what should me my next steps:

Main problems and opportunities

After running the workshops and summarizing all of the learnings that I had from them, I highlighted some problems and opportunities to work on:

• We should build a platform that avoids the current booking bureaucracy in the healthcare market.

• Only 4 of 10 Brazilian citizens have a health plan.

• The platform should be transparent about pricing.

• The searching and booking user experience on the mobile version should be the priorities.

• The product to be designed would require dense information architecture work - since the search and booking experience needed to be crystal clear.

• The flight and hotel booking platforms were the main benchmarking for us.ince the search and booking experience needed to be crystal clear.

• The existing Viva10 brand book should be considered for the interface design.

Moving with my design process - and keeping the stakeholders on the same page

Showing the stakeholders how my design process looks were one of the main goals I had for this project. Because even after the workshops I ran, I believe that ongoing alignment may help everyone to be accountable and set up expectations.

So I kept them on the same page by showing:

• Information architecture.

• Wireframes.

• Prototypes.

• User testing results.

How the high-fidelity interfaces look like

This is the final result for the Viva10 interface. A human-centric, colorful and easy-to-search, and easy-to-book user experience.