HEALTH program
Reduction of undue withdrawals in a health program application
ROLE
Product Designer
DEVICES
Web and mobile
YEAR
2024
Platform for healthcare professionals, responsible for releasing medicines and items to start treatment for patients through the health programs.
Background
Items were released via a link or QR code (printed or digital), which directed the patient to register and pick up the items. However, it was found that, through the QR code, ineligible people were able to unduly access the products, compromising the stock and impacting eligible patients who were left without access to treatment.
Main goal
Reducing the number of withdrawals made by people who did not fit the program's participation requirements for starting treatment, ensuring that eligible patients could access their items to start treatment and health care.
Challenges
Maintaining a fluid experience on face-to-face and digital channels;
Guarantee security in the processing of professional and patient data;
Avoiding friction for users while increasing control;
Direct eligible patients through the registration and withdrawal flow.
To ensure that the challenges were met, we started the discovery by organizing the information about the problem. The partnership with the Product Manager (PM) was essential during the process to build a systemic view of the problem, business limitations, metrics and expected results with the delivery.
Below, some of the steps that were important to build a systemic view of the problem and create the solution:
Kickoff
Together with the PM, we started with a collaborative kickoff to align expectations and understand the impacts of the problem on the business and define important steps for this discovery.
Interviews with departments and personas
Still exploring the problem, we continued to conduct interviews with internal departments and professionals working in the face-to-face flow to understand the problem from different points of contact in the QR code journey.
Data analysis
We analyzed support data on stock and volume of releases in the QR code flow to measure the impact of the current problem on our stock indicators and item redemptions by health program.
Benchmarking
We benchmarked companies in the financial and e-commerce sectors to understand how to deal with security using QR codes.
Ideation
After exploring the problem and organizing the information about the QR code, we met with the people interested and impacted to idealize the flow that could fit into our context, considering technical, data and operational limitations.
After analyzing the variables and internal discussions, it was decided that the most appropriate solution for the product would be:
"Use of a link for exclusive use by the patient, expiring after registration in the program"
In order not to impact the programs that were already underway, the printed QR code was kept. And the new solution was only applied to new programs.
📲 Key solutions implemented
QR code unique for patient
The healthcare professional continued to share the QR code with the patient, but now the code was generated uniquely and linked to a specific patient and program
Preventing reuse
The link automatically became unavailable after use, preventing reuse
Privacy end-to-end
Professionals' and participants' data remained protected, maintaining end-to-end privacy.
In addition to incorporating an extra layer of control without compromising the
in-person experience, the solution also provided:
Reduction of reuse links
Significant reduction in pickups by ineligible individuals and reuse of registration links;
Better match of patients to the program
Better stock management, ensuring access for those who really needed it;
Positive feedback clients
Increased customer confidence in the solution offered;
Maintenance contracts
Maintaining and expanding contracts with clients.