Brands: Laboratórios Lavoisier e Delboni
Dasa
From Paper to Platform and ESG
Enhancing Patient Experience and Operational Efficiency in the largest integrated health ecosystem in LATAM.
Project InformationTIMELINE
June, 2022 - August, 2022
CLIENT
Dasa
BRANDS
Laboratories Lavoisier e Delboni
ROLE
UX Researcher Senior
Project Resume
As a Senior UX Researcher, I orchestrated a three-phased qualitative research initiative to streamline Dasa's printed image protocol, a key pain point in their digital transformation.
This project began with a discovery phase using on-site shadowing and a "mystery shopper" approach to understand existing workflows. This was followed by a rigorous qualitative analysis across three Brazilian states and two brands from Dasa's portfolio, which uncovered the operational team's critical dependency on the physical document for patient identification and business contingencies.
The findings informed a Service Design approach that not only met Dasa’s ESG OKRs in 2022 goals but also enhanced operational efficiency and solidified the company’s position as a leader in digital healthcare.
CONTEXTDasa, the largest diagnostic medicine company in Latin America, aimed to reduce paper consumption in its units as part of its sustainability and efficiency goals. A key obstacle was the image protocol, a document printed on a large scale for every imaging exam.
The company was committed to a paperless journey, and the image protocol presented a significant challenge to achieving this objective.
Phases of User ResearchMy role was to lead a deep-dive UX research to understand why the protocol was so ingrained in the operation user journey. I designed and executed a three-phased research plan:
Phase 1: Discovery
This phase began with stakeholder interviews and journey mapping to frame the high-level process. The team then went on-site to various units, using shadowing and a "mystery shopper" approach to observe and document the real, unwritten workflows of patients and the operations team. The research focused specifically on how the protocol was used at key touchpoints, from patient check-in to the exam room.
Phase 2: In-depth Analysis
This phase involved a rigorous qualitative analysis across different Brazilian states and brands within the Dasa portfolio. We focused on the protocol's functionality, data points, and context, examining for whom each element was important and validating findings from the discovery phase. This process helped uncover systemic challenges that impacted consistency and efficiency.
Phase 3: Synthesis & Strategy
A service blueprint was designed to synthesize findings and frame the problem for the CX/Design Team and Business stakeholders. This step translated research insights into a clear, evidence-based foundation for solutions. By connecting operational pain points with strategic opportunities, the team created a pathway for digitalization and long-term process improvement.
KEY FINDINGSInsights
Operational Contingency
In the event of system outages, the physical document was the only reliable source of key information. This provided a crucial layer of business continuity, ensuring the laboratory could continue operations without disruption, even in offline scenarios.
Patient and Data Verification
The protocol served as a critical double-check for staff, allowing them to cross-reference patient data against a physical document to prevent critical errors before exams. The research identified a key dependency: a unique identifier for the exam was not visible on the front-end system, making the physical document essential for this verification process.
Support for Future Initiatives
The insights gathered about the protocol's use and its critical functions provided a clear roadmap for future digital solutions. By understanding the why, who, what and how behind the paper document, the team was able to define key requirements for a more resilient and efficient digital-first workflow.