Redesign Beep Saúde App

my role

Facilitate workshops, research, validate ideas with stakeholders, prototype, and interface.

THE PROBLEM

Beep Saúde is a healthcare product that offers vaccination at home. At the time, the product was already profitable. The biggest challenge was to redesign a successful app.

But why redesign? Passing the years, Beep tried to find the product-market fit. The first shot was to offer medical services at home, like doctor and physiotherapy appointments, blood tests, vaccinations with third-party companies, etc. During multiple tests, the product became a Frankenstein, the features and the app's behavior didn't make sense anymore.

THE CONTEXT

This problem was chosen to be solved in the last quarter OKRs of 2019. We had some evident technical problems to solve. We had some technical debts that were created during the tests, and because of that, the usability was not great.

Since we chose to redesign the app, the first job was to talk about the clients' real problem.

The review score on the app's store was 4.0 at this time.

If you're trying to solve the wrong problem, whatever choice you make is irrelevant.
- Jesse James Garret

I organized a Product Vision workshop. I invited the CEO, CTO, COO, developers, and people in the Marketing and Relationship with Client areas. The objective was to fill a product vision template.

For the final client
who has a problem to be solved
the name of the product
is the category of the product
that the product differentials, benefits, reason to pay for it.

method

empathize

Checking the comments on the client's reviews and in the NPS form, we saw a mix of complaints about founding information in the app, misunderstandings about the payment, and some compliments about the simplicity of the app and the good service that Beep offers.

personas

To empathize with the customers, I checked the whole Beep's clients to analyze their profiles. If they are men or women, if they have kids, if they schedule vaccination for somebody or themselves, etc.

With this data, I organized a persona workshop with another group of people, including the CEO, CTO, COO, and other areas of the company. The group developed 11 personas folowing the template: Name, profile, behavior, and necessities.

solution proposal:

Journey map

The same group and I listed a wish list of features and then started to map a user journey.

UX writing

After developing a prototype, I organized a voice tone workshop. With a group of people who has contact with the clients, we talked about the personality, value, and proposal of the brand. With this, I could develop the UX writing of the new app.

VALIDATION

I took a time to do some benchmarking and to get inspired by some similar apps or services. Then, I started to sketch a low-fidelity prototype to validate the ideas with the group.

With more refined ideas, I sketched a high-fidelity prototype and made several informal usability tests.

Development

Story map

With the main journey done, the CTO, the developers, and I made a story map and a roadmap for the development of the new app.

METRICS

In 2020 Beep Saúde's app scored 5.0 in the app store and Google Play. The number of users continues to increase and it has been the greatest project of my journey.

check the prototype