Building digital solutions alongside OSDE
When we met the OSDE team, the company was going through a process of transformation and adoption of a digital culture. With this as a starting point, we joined the UX team to enhance and build processes and methodologies that would enable organic growth of the area and its impact within the organization.
The slogan 'With You, Always' would be the centerpiece of the digital experience for members and providers.
OSDE is the first network of healthcare services in Argentina and a leader in its segment with over 2,000,000 members. It is part of the OSDE Group, along with Binaria Seguros de Vida, URG Urgencias, and Interturis S.A.U.
Services: Discovery, Interaction Design, Development.
Type of projects: Mobile app, Web.
1 / Empower and structure
From the first day, we worked alongside the OSDE UX team in defining processes and methodologies that would enhance the growth of the area and accelerate the adoption of a digital culture within the company
We create processes
Transparent and predictable management involves all parties and promotes projects.
We foster collaboration
Teams composed of diverse roles sharing a common goal.
The mission was to enhance the growth of the user experience team, internalize the digital culture, and bring the OSDE philosophy to its digital products.
Processes provide the ideal conditions for creating user-centered solutions. Don't get us wrong, embracing inspiration and spontaneity is very important, but within a digital product design process where there are various teams, interests and objectives, planning, organization, and predictability establish safe spaces where creativity and solutions can flow.
The 6 premises we apply in structuring our processes are:
In sprints we trust
We believe in planned incrementality and the definition of short-term goals.
Use mappings sessions
We survey and organize all tasks and objectives of the project.
Use Plannings to prioritize
Everything everywhere all at once is a great movie, but projects really needs to prioritize.
Check in the meantime
Beyond the team's daily communication, check-in instances are defined during sprints.
Weekly follow up
Task status is reviewed on a weekly basis to detect problems and/or deviations.
Learn to improve
Retro sessions are the perfect tool to review what happened in the sprint.
As teams grow along with the demand placed on them, the margin of avoidable error must be reduced. That is why it is very important to document business needs, start from existing patterns, and rely on the design system.
The starting point will always be a requirement and/or user history documented and prioritized.
Interfaces should initially be based on the Design System and existing design patterns. If not applicable, new solutions should be evaluated.
Every flow and/or functionality will be accompanied by a prototype for better understanding.
Components, interactions, and accessibility features will be documented to ensure proper interpretation.
Processes and collaboration are at the core of a design process. That's why we choose a cloud-based technology stack that is accessible from any device, allowing collaboration at all stages and also allowing us to document everything.
With Slack, we stay connected, while in Notion we document everything and track tasks and assignments. Figma is where our designs, prototypes, and Design System live, and Figjam is our playground for exploring and brainstorming.
Adding EGO to OSDE User Experience team was part of our digitalization process, and it's yielding excellent results. We share a people-centered vision, which empowers us and unites us as a team.
The OSDE digital platform consists of countless interfaces that respond to needs as specific as they are important. That's why the solution is not to unify everything into a single solution, but to build a unique language, the digital language of OSDE: flexible, scalable, and consistent across its digital products.
This digital language is what we call the OSDE Design System.
As teams grow and demand towards them increases, the margin of avoidable error must be reduced, which is why it is very important to document business needs, start from existing patterns, and rely on the design system.
CHAPTER 1: DEFINING A CONCEPT
All experience design will be centered around people: users, providers, partners, and beneficiaries among others. The focus will be on the need to provide dynamic and everyday solutions from the different digital platforms in which OSDE is present.
Building the experience on a solid foundation of "Principles" that allow us to make decisions throughout the experience design process, which define the personality and added value of our experience.
Generate conversations with the user. Close and transparent communication that conveys trust.
Being clear in communication, one thing at a time, simple and predictable, conveying confidence in every user interaction.
Being consistent in organizing interfaces, respecting users' cultural patterns.
Actions anticipate what will happen. Feedback communicates and guides us. Uncertainty is not a limitation.
Prioritize actions that solve everyday situations.
Interfaces are built around content, and the way it is structured will determine the user experience.
Investing time and effort in exploring design principles in the early stages of a project is undoubtedly one of the most important strategic decisions in the lifecycle of a digital product.
CHAPTER 2: BEHAVIOR
Consistency and recognizability of interface elements are key concepts in building a scalable and consistent design system. It's not about making everything the same, but maintaining easily recognizable criteria that allow users to appropriate interactions and interact with them confidently and autonomously.
CHAPTER 3: ACCESSIBILITY
In a broad sense, 99.98% of people in the world have some type of disability at some point in their lives. Understanding the accessibility of the product can improve usability for all users and thus a better experience.
It's not just limited to the Design System guidelines, but also has references that update components, approve new standards, and instruct other teams.
Accessibility has its own track of tasks, deliberations, and weekly meetings to constantly discuss updates and improvements. We take it seriously.
Contrast testing: colors used as backgrounds for text.
Use font sizes larger than 14px whenever possible. If using smaller sizes, ensure high contrast.
Include nomenclature and alternative text for screen readers to identify the elements.
Determine the order and appearance of keyboard focus when the TAB key is pressed.
It has been a very positive experience. We have formed a good team where there is excellent communication and a quick understanding.
FINAL CHAPTER: THE LIBRARY
The library has all the documentation for each element in the design system - including its uses, variations, use cases, and states. Make sure to use these components when building experiences.
We have a team dedicated to updating components, approving new standards, and providing guidance to other teams.
The Design System has its own track of tasks, deliberations, and weekly meetings to discuss updates and improvements.
The Design System is designed to be user-friendly and easy to navigate, making it accessible for anyone who wants to understand the OSDE digital experience.
The Design System is constantly evolving to provide solutions for people's interactions and needs.
Solid and robust design systems enable the creation of flexible and consistent experiences.
We work together with the OSDE team and their stakeholders to design solutions that meet the diverse needs of their users, all while following our design process.
It's at the heart of a big habit change, and it's impossible to ignore its usefulness. With this new app, you can now easily manage your family's credentials and share them with third parties without losing control of your data and ensuring security for the providers.
During the lockdown, we discovered new ways of relating to each other, and one of them was through video calls. We realized that this could also be a valuable tool for getting medical advice quickly. That's why OSDE introduced online medical consultations, which offer greater flexibility for their members and new formats of care for their providers.
You can conduct consultations from any device, and all notes, prescriptions, and shared files are documented and archived for future reference
It's a story told in two different ways: the associate who requests and informs, and on the other side, the medical staff managing the requests to provide attention to them.
Request emergency medical attention directly from your phone by indicating which member of your group needs it, providing their current health status and symptoms to determine the best possible care.
The other side of the medical assistance coin: with this app, ambulatory medical staff can manage requested visits and leave extensive documentation of everything that happened with the member.
Thanks to OSDE's collaborative spirit and desire for improvement, we were able to form creative, fresh, and agile teams that know how to create user-centered solutions. We are grateful to be part of this ambitious project.