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CASE APP
UGF CUSTOMER

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Sobre a Unimed Breve histórico sobre a Unimed. Sobre o App Cliente UGF O que é o app Clien

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SORTEIO
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OUR
​METHOD

mindset change
and product focus:

Interactions with users is a priority;
Focus on solving problems;
Flexibility for changes;
open scope;
Focus is on delivering solutions;
Collaborative teams;
Systemic view of the organization;
Products are designed according to the
enterprise value chain;
IT is strategic;
A lot of focus on innovation.

AS
WE DID

  • Cloud Operation

  • Software development

  • Architecture

  • 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 their needs, and it was at this point that we thought about how to combine technology and innovation in the health area.

  • Manual flows and with physical forms;

  • Waiting time for service or operator response;

  • High volume of face-to-face calls;

  • Many questions from customers about rights and duties in supplementary health;

  • Market pressure and entry of healthtechs;

  • Previous application with few services and low rating.

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THE UGF CLIENT APP

Through the collective effort of the IT, Innovation and Customer Service team at Unimed Grande Florianópolis, we developed the Cliente UGF application, a digital communication platform aimed at making life easier for the operator's beneficiaries. With it, you can use various services wherever you are.

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Sobre a Unimed Breve histórico sobre a Unimed. Sobre o App Cliente UGF O que é o app Clien

THE SOLUTION

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Structuring of a product team to represent beneficiaries, discover needs to constantly improve the tool.

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Application for beneficiaries, initially focusing on offering the main SAC services.

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Integrate and automate UGF processes, focusing on operational efficiency, empowerment and customer satisfaction.

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BENEFICIARY EMPOWERMENT

Some of the services that the beneficiary can do through the app.

  • 2nd copy of card

  • 2nd copy of contract

  • Subscription to automatic debit

  • appointment scheduling

  • salary change

  • Service evaluation

  • service channels

  • plan cancellation

  • grace letter

  • virtual card

  • Query waiting time in PA

  • Continuity as a former employee

  • Compliments, suggestions and complaints

  • Own unit addresses

  • Issuing tickets and invoices

  • IRPF issuance

  • Exclusion of dependent

  • co-participation statement

  • FAQs

  • medical guide

  • Regulatory ordinance information

  • plan information

  • health care supplies

  • My Unimed Club

  • Unimed Movement

  • push notifications

  • Ombudsman

  • Own Services Ombudsman

  • portability

  • FEA product

  • Digital ready service

  • Authorization review

  • plan reactivation

  • Reimbursement

  • Report app issues

  • Imaging exam results

  • Authorization request

  • Request for phone recordings

  • Suggestions for improving the app

  • telemedicine

  • Change of legal guardian

  • change of ownership

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Sobre a Unimed Breve histórico sobre a Unimed. Sobre o App Cliente UGF O que é o app Clien

SUCCESS IN NUMBERS

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More from 116mil

users (daily and continuous growth).

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More of1200

schedulecatkins de queries/month made via app.

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More of60%of wallet holders have already joined the app.

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Reduction of80%of the volume of face-to-face visits.

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More of60%of all demands received occur through the app.

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More of150thousandrequests received via app.

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More of300%of an increase in consultations via telemedicine, after implementation in the app.

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Reduction of35%in calls to the Contact Center.

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Hundreds of auto-released authorization slips per month

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Several automated and integrated service flows!

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More of35,000updated registration data of users.

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ASSESSMENT
BENEFICIARIES

4.7*

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4.9*

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*Data from September/2022.

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OTHER ACHIEVEMENTS

Customer focus is systematized.

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Beneficiary experience leap.

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Structured Unimed product team.

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Layer of technology that allows you to create innovation in a much simpler way.

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Safety and trust in the product.

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Significant drop in complaint volumes.

Sobre a Unimed Breve histórico sobre a Unimed. Sobre o App Cliente UGF O que é o app Clien

"Evoluum goes beyond simple delivery of lines of code! They deliver enriching experiences, learning and collaborate for the evolution and simplification of products and technologies made to humanize".

Fabian Arthur

Group Product Manager

Unimed Grande Florianópolis

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READY FOR THE NEW ECONOMY?

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