The health company Keralty, which includes Sanitas and Colsanitas, opened its doors to me as an intern. I worked in the innovation area with an interdisciplinary team of designers, engineers, sociologists and health professionals to carry out different projects within the company, including the process behind the management of medical authorizations for medicines, procedures and appointments with specialists.
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As this was a complex process, it required a deep investigation of the internal processes. For this reason, we conducted interviews using an empathy map, many co-creation sessions with stakeholders, in order to structure the process to benefit the agents involved in the authorization process and the patients. During the sessions we facilitated the exercise with association games to warm up and break the ice, and implemented techniques such as SCAMPER and actors map that we were building with the participation of everyone, writing their ideas on post-its on sheets of Kraft paper.
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This experience helped me to see new ways to bring value to people also I was able to put into practice in a real environment everything that is behind a user research. On the other hand, in the team we had the opportunity to identify the insights from the research to define the problems and propose ideas with the Lotus Blossom technique.
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I participated in other projects such as improving user service in primary care centers, I was also part of the research and ideation of a web application specialized in mental health as a source of information and prevention for patients and health professionals and last but not least, I collaborated in the research of a project that involved the redesign of the platform of the medical history handled by doctors in medical centers.