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January 3, 2025
100% Online Digital Transformation
5 min read
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A private health insurance company in Chile offers access to a wide network of clinics and hospitals, delivering comprehensive and high-quality care. It also includes benefits such as wellness programs, pharmacy discounts, and telemedicine services—ensuring complete and convenient healthcare solutions for its members.
The Challenge
The company faced the challenge of modernizing how services were managed for its members, who carried out most of their procedures through traditional channels. The lack of digitalization limited both efficiency and user satisfaction, making a digital transformation essential to elevate the experience and optimize internal processes.
Specific Objectives
- Design a user-centered digital experience
- Streamline affiliate management processes
- Facilitate the transition to fully digital operations
- Ensure operational efficiency to boost user satisfaction
Phases
Phase #1
Research
Business analysis, stakeholder interviews, and co-creation workshops were conducted to identify key improvement areas in both user experience and internal processes.
Phase #2
UX/UI Design
We developed an information architecture that enabled intuitive navigation, efficient user flows, and a clear content structure tailored to the end user.
Phase #3
Initiative Implementation
Using agile methodologies, we rolled out the "From Dependent to Main Member" and "Individual Sales" initiatives, allowing for fast and effective execution.
Results
The implemented digital transformation revolutionized the member experience, enabling fully digital management and significant improvements in operational efficiency.
Simplified Navigation
The new platform allows for more intuitive navigation, enabling quick access to services and fewer steps to complete processes.
Process Optimization
Digitalization improved management times significantly, enhancing operational efficiency and reducing response times.
Increased Satisfaction
Members experienced an upgraded digital service that exceeded expectations—leading to higher satisfaction thanks to a faster, more accessible system.
Conclusion
Thanks to the implementation of these strategic initiatives and a collaborative, agile approach, the healthcare company successfully transformed its digital experience. The new platform now streamlines processes and boosts user satisfaction—positioning the company as a leader in innovation within the health sector.
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