Client
Unimed BH has its own network of hospitals and clinics to assist its clients. As one of the five largest health plans in the country, the cooperative has over 5,000 employees, more than 1.5 million clients, and a network of 234 clinics.
With a revenue of R$ 5 billion in 2018, Unimed Belo Horizonte achieved a customer satisfaction rate of 88% in the same year. The cooperative is currently one of the main complementary health operators in the state of Minas Gerais and one of the largest in the country outside the Rio-São Paulo axis.
CHALLENGE ↩
The inconsistency, both visually and technologically, of the old portal was no longer ensuring a pleasant and accessible experience for Unimed BH's diverse user base, nor was it able to guarantee compliance with the rules of ANS (National Agency for Supplementary Health), the main regulator of health plans.
The key to delivering consistent and accessible design across all different touchpoints - Cooperatives, Beneficiaries, Providers, and Auditors - was the development of a well-documented Design System, with ANS adaptations and accessibility guidelines ensuring greater understanding and autonomy in navigation.
To meet the great demands and integrate its entire system, the new portal had to meet the following requirements:
- Ensure a better experience for prospects and customers, with a smooth journey and easy access to information throughout the portal;
- Be intuitive and more usable for the business area, bringing agility to the IT team, and with the expansion of restricted spaces like Business Space and Commercial Hub;
- Have autonomy for support, management, and inclusion of content on the platform to be carried out by the internal team.
HOW WE HELPED ↩
With the implementation of the Digital Experience Platform (DXP), Unimed BH raised the level of its CMS, addressing the entire scope of user experience throughout the customer journey on the site.
The component-based solution for creating pages allows flexibility as the team continues to develop the site without the need for system developers. Additionally, the platform connects customer data across all digital content touchpoints, helping the monitoring team execute their comprehensive strategies with greater speed, agility, and confidence.
From the perspective of the tool administrator and manager, the platform has some practical features to facilitate configurations such as redirections, security headers, inclusion of GTM containers, addition of external modules (plugins), among others. The DevOps flow is interesting, as it makes the process of updates and code versioning, database, and content independent and fluid.
RESULT ↩
Using Acquia's DXP tool, the new site was designed, built, and launched with enhanced features and functionalities in just six months.
- Intuitive platform for content introduction by the internal team, making the area independent;
- Freedom for each component to be custom-made, flexibilizing development;
- Compliance with the required security and reliability, achieving Security Level A;
- Integration with external services and configuration of all partner services;
- Complete server x-ray, to understand the portal's operation.
- Reduction of development and integration maintenance costs, improving process efficiency and ensuring a clear view of the entire platform in real-time;
- Cloud structured in an intuitive and easy-to-understand way to be conducted by the internal team;
- Expansion of accessible information capacity, making customer service simple, agile, digital, taking a leap in customer experience.
Since the launch of the new site, Unimed BH has seen an increase in patient acquisition through the site, higher organic traffic, and increased user engagement. Metrics show that the new online appointment scheduling on the site effectively meets patient needs.
