Conecta SUS

Service design project to support and strengthen public health through the digital integration of services within the Unified Health System (SUS).

Its main objective is to reduce waiting lists, optimize services, and make care more accessible, transparent, and efficient, promoting a more citizen-centered experience.

Methodology

The Design Spiral is a cyclical creative process in which a project evolves through repeated stages of research, ideation, prototyping, and testing. With each turn of the spiral, the solution becomes more refined by incorporating continuous learning and feedback.

Discover

Understandingthe Problem

The public healthcare system faces structural challenges that directly impact the citizen experience. Long waiting times, in-person queues for scheduling, limited access to information, and overloaded facilities reduce the efficiency of care delivery.

The lack of digital integration further intensifies these bottlenecks, making the process slower, more exhausting, and unequal for those who rely on public services.

Research

The research gathered 29 responses, combining open- and closed-ended questions, enabling both quantitative and qualitative data analysis and a deeper understanding of users’ pain points when accessing public healthcare services.

What emotionsare associated
with the
use of
public healthcare services?

What
most discourages you
fromusing public healthcare services?

Benchmark is a process of comparing the performance, practices, or quality of products, services, or processes against recognized standards or industry leaders. Used to identify areas for improvement, benchmarking involves the collection and analysis of data to set goals and implement effective strategies. This method helps organizations achieve higher levels of efficiency and competitiveness.

Analyzed apps

Benchmark

Define

Personas are fictional profiles based on real data that represent different types of users. They help understand users' needs, behaviors, and goals, guiding the development and design of more effective and targeted solutions.

Caregiver

Tech-savvy

Not tech-savvy

Doctor

Non-Brazilian

People

Design System

Material Design DS is a set of guidelines, components, and tools developed by Google to create consistent, intuitive, and responsive user interfaces. It uses design principles based on paper and ink, combining classic design elements with technological innovations to offer a harmonious user experience across different devices and platforms.

Qualitative Research

A questionnaire was administered to 5 parents and their 6 children.

As a result, it was understood that all the children interviewed above the age of 7 usually play games on their cell phones, often have environmental education initiatives in schools, and tend to separate waste.

Most parents keep broken electronic equipment at home with the intention of repairing them in the future.

Wireframes

A low-fidelity prototype is an initial and simple representation of a product to quickly test concepts. For this purpose, wireframes are used, focusing on the structure and organization of elements.

Develop &
Delivery

Chatbot

The first contact happens 24/7 through WhatsApp, ensuring immediate access to the service. The solution offers multilingual support, expanding inclusion and reducing communication barriers.

Through an initial digital triage process, the bot identifies the user’s needs and directs them to the appropriate level of care, reducing unnecessary in-person visits and optimizing public healthcare resources.

Final Prototype

The high-fidelity prototype is the most accurate and detailed representation of how the interface will perform once the app is released. It simulates the final appearance and interactions, including visual elements, behaviors, and transitions, providing a realistic view of the user experience. This prototype is used to test and validate usability, ensure that all aspects of the interface align with the final design, and offer a concrete vision of the product before the final implementation.