Reimbursement Project
MJV + Bradesco Seguros
Overview
The Bradesco Saúde reimbursement service is one of the most critical and transaction-heavy components of the web platform. The legacy ecosystem offered significant opportunities to optimize the interface and user journey, as the existing setup made it difficult to grasp complex business rules.
The redesign initiative was led by a multidisciplinary Agile team comprising Service Designers, UX/UI Designers, Business Analysts, and Front-end Developers. Working as a UX/Interaction Designer, my mission was to map the current landscape, simplify digital workflow logic, reduce cognitive friction, and ensure an integrated, scalable end-to-end experience.
Structured Approach and Co-creation
To align business needs with the actual pain points of the beneficiaries, I adopted a collaborative approach divided into three essential stages:
Information Architecture and Complex User Flows:
Drawing on the lessons learned, I took on the responsibility of designing the interaction flow for the responsive web application. The challenge lay in unifying various types of requests and health coverage rules into a navigation experience that was simple, transparent, and intuitive for the end user.
Facilitation and Journey Mapping:
In partnership with the Service Design team, I co-facilitated co-creation workshops with senior stakeholders to map the as-is (current scenario) and identify the main operational and reimbursement communication bottlenecks.
Practical User Validation (UX Research):
I planned and led usability testing sessions using navigable prototypes. This validation was crucial for preparing scripts, moderating sessions with real users, identifying areas of textual confusion (UX Writing), and refining features prior to the development phase.
Governance, Design System, and Efficient Handoff
As an integral part of the company's design team, my role went beyond screen design. I ensured that the entire solution adhered to consistency guidelines and the brand's experience standards:
Alignment with UI and Design System: I worked in close synergy with the project's UI Designer, ensuring the correct application and management of components from our global library (Design System) and guaranteeing a consistent experience across the insurer's other business verticals.
Technical Handoff in an Agile Environment: I was primarily responsible for structuring the documentation and delivery workflows (handoff) for the Front-end Engineering and QA teams. This process ensured code scalability, fidelity to the proposed design, and agility throughout development cycles (Scrum/Kanban).
Impacto e Aprendizados
Mitigação de Fricção e Acessibilidade: Reformular uma jornada Web altamente transacional exigiu profundo foco em arquitetura de informação clara, traduzindo regras de negócio complexas de reembolso em fluxos fluidos que facilitam a compreensão e a autonomia do usuário.
Cultura de Design System e Escala: Atuar de forma integrada ao capítulo de design consolidou minha habilidade em gerenciar, aplicar e evangelizar componentes de uma biblioteca global, garantindo consistência visual e escalabilidade técnica para todo o ecossistema.
Facilitação e Alinhamento de Stakeholders: Co-facilitar dinâmicas de cocriação com lideranças e validar refinamentos por meio de pesquisas e testes com usuários reais encurtou o ciclo de feedback e fortaleceu a tomada de decisão no ambiente ágil.