Unimed Use Case

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

Cloud Operation
Software development
Architecture
Discovery:

- Immersion

- Analysis

- Co-creation

- Prototyping

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.

Manual processes and physical forms;
Wait time for assistance or response from the operator;
High volume of in-person appointments;
Many customer inquiries about rights and obligations in supplementary healthcare;
Market pressure and the entry of health tech companies;
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.

O App cliente UGF

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:

Request a duplicate of their card
Request a duplicate of their contract
Subscribe to automatic debit
Schedule appointments
Notify salary changes
Evaluate services
Access service channels
Cancel their plan
Request a grace letter
Access a virtual card
Check waiting times at the emergency department
Continue coverage as a former employee
Submit compliments, suggestions, and complaints
Find addresses of Unimed units
Generate tickets and invoices
Obtain IRPF (Income Tax) documents
Remove a dependent from their plan
Access co-participation statements
Find answers to frequently asked questions (FAQs)
Access a medical guide
Obtain information about regulatory ordinances

Access plan information
Find healthcare supplies
Explore the My Unimed Club
Engage in the Unimed Movement
Receive push notifications
Contact the Ombudsman
Contact the Own Services Ombudsman
Initiate portability process
Explore FEA (Additional Coverage Option) products
Access digital-ready services
Request authorization review
Reactivate a plan
Submit reimbursement requests
Report issues with the app
Access results of imaging exams
Submit authorization requests
Request phone call recordings
Provide suggestions for improving the app
Access telemedicine services
Request a change of legal guardian
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 150,000 requests received via the app.

Over 60% of policyholders have already adopted the app.

Over 300% increase in telemedicine consultations after implementation in the app.

80% reduction in in-person appointments.

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*

4.9*

*Data from September 2022.

OTHER ACHIEVEMENTS

Customer focus is now systematized.

Improved beneficiary experience.

Unimed's product team is structured.

Technology layer that enables simpler innovation.

Product security and trust.

Significant decrease in complaint volumes.

"Evoluum goes beyond simple code deliveries! They provide enriching experiences, learnings, and contribute to the evolution and simplification of products and technologies designed to humanize."

Fabian Arthur

Group Product Manager

Unimed Grande Florianópolis