Unimed is the largest cooperative healthcare system in Brazil and one of the most significant in the world, providing medical services through a vast network of hospitals, clinics, and accredited professionals. Founded on a cooperative model, Unimed focuses on offering high-quality, personalized healthcare while ensuring accessibility across the country. Its strong presence, comprehensive health plans, and commitment to preventive care and innovation have made it a trusted name in Brazil’s healthcare sector.
My role:
UX Strategy
Design Management
Data Analysis
Unimed Brasil invited several agencies to compete for the reconstruction of its portal. With over 7 million unique visits per month, the challenge was to create something relevant and useful for the brand’s millions of customers.
I worked on the process from the sales stage through delivery, developing strategies for presenting the design approach, budgets, and work plan. We chose to hire a company specialized in design research to speed up the process, given the small team size and the high demand from other projects.
Our plan included conducting an online survey on the website, performing a heuristic analysis, an SEO analysis, and user interviews, followed by usability testing with wireframes before moving on to the visual design phase.
One of the most interesting aspects of this project was the platform change — they were migrating to the Liferay platform, which needed to be considered, especially because we learned during research that, in addition to being service-oriented (offering features such as provider network search and bill payments), the website would need to be mobile-first.
Beyond the positive feedback from testing, the project delivered strong results in customer engagement and reduced call center volume, becoming an important asset in Unimed’s communication and service to its clients.