ABOUT UNIMED
GRANDE FLORIANÓPOLIS
Unimed Grande Florianópolis is a medical cooperative that offers healthcare services and insurance plans to 17 cities in the Greater Florianópolis area.
Founded on August 30, 1971, the brand is recognized for its excellence in supplementary healthcare and currently has over 1,700 cooperative members. The cooperative provides customers and partners with a high-quality, self-owned service infrastructure, including a hospital, diagnostic center, imaging services, adult and pediatric emergency care, as well as virtual services such as digital emergency care and telemedicine.
OUR
APPROACH
Mindset shift
and product focus:
User interactions are a priority;
Focus on problem-solving;
Flexibility for changes;
Open scope;
Focus on delivering solutions;
Collaborative teams;
Systemic view of the organization;
Products are designed according to the
company's value chain;
IT is strategic;
Strong focus on innovation.
HOW WE DID IT
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Cloud Operation
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Software development
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Architecture
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Discovery:
- Immersion
- Analysis
- Co-creation
- Prototyping
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THE CHALLENGE
Unimed Grande Florianópolis needed to develop a digital platform focused on empowering the beneficiary, delivering a complete digital experience. The cooperative's old application no longer met its needs, and it was at this point that we thought about how to combine technology and innovation in the healthcare area.
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Manual processes and physical forms;
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Wait time for assistance or response from the operator;
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High volume of in-person appointments;
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Many customer inquiries about rights and obligations in supplementary healthcare;
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Market pressure and the entry of health tech companies;
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Previous app with limited services and low ratings.
THE UGF CLIENT APP
Through the collective effort of the IT, Innovation, and Customer Care teams at Unimed Grande Florianópolis, we have developed the UGF Client app, a digital communication platform aimed at making the lives of the operator's beneficiaries easier. With it, you can access various services wherever you are.
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THE SOLUTION
Establishment of a product team to represent the beneficiaries, discover their needs, and continuously improve the tool.
Development of a dedicated app for the beneficiaries, initially focusing on providing key customer service features.
Integration and automation of UGF processes, with a focus on operational efficiency, empowerment, and customer satisfaction.
BENEFICIARY EMPOWERMENT
Here are some of the services that beneficiaries can access through the app:
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Request a duplicate of their card
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Request a duplicate of their contract
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Subscribe to automatic debit
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Schedule appointments
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Notify salary changes
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Evaluate services
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Access service channels
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Cancel their plan
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Request a grace letter
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Access a virtual card
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Check waiting times at the emergency department
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Continue coverage as a former employee
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Submit compliments, suggestions, and complaints
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Find addresses of Unimed units
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Generate tickets and invoices
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Obtain IRPF (Income Tax) documents
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Remove a dependent from their plan
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Access co-participation statements
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Find answers to frequently asked questions (FAQs)
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Access a medical guide
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Obtain information about regulatory ordinances
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Access plan information
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Find healthcare supplies
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Explore the My Unimed Club
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Engage in the Unimed Movement
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Receive push notifications
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Contact the Ombudsman
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Contact the Own Services Ombudsman
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Initiate portability process
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Explore FEA (Additional Coverage Option) products
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Access digital-ready services
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Request authorization review
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Reactivate a plan
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Submit reimbursement requests
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Report issues with the app
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Access results of imaging exams
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Submit authorization requests
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Request phone call recordings
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Provide suggestions for improving the app
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Access telemedicine services
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Request a change of legal guardian
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Request a change of ownership
SUCCESS IN NUMBERS
Over 116,000 users (with daily and continuous growth)
Over 60% of all requests are received through the app.
Over 1,200 appointments scheduled per month via the app.
Over 60% of policyholders have already adopted the app.
80% reduction in in-person appointments.
Over 150,000 requests received via the app.
Over 300% increase in telemedicine consultations after implementation in the app.
35% reduction in calls to the Contact Center.
Hundreds of authorization forms generated automatically per month.
Various service workflows automated and integrated!
Over 35,000 user profile data updated.
BENEFICIARY EVALUATION
4,7*
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4,9*
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*Data from September 2022.
OTHER ACHIEVEMENTS
Customer focus is now systematized.
Improved beneficiary experience.
Unimed's product team is structured.
Product security and trust.
Technology layer that enables simpler innovation.
Significant decrease in complaint volumes.
