Case Study
Bringing vaccination to the comfort of home just a click away
Overview
In 2020, the Brazilian healthtech Labi decided to face the challenge of expanding access to quality immunization in Brazil, a country where the vaccine abandonment rate has grown by 47.6% (DATASUS) in the last five years. In addition to logistical problems and misinformation, the new Coronavirus pandemic also contributed to half of Brazilian children not receiving all the vaccines they should have received in 2020 (DATASUS).
The need for social distancing and the lack of digitization in the sector were the main obstacles to be crossed in this context. We bet on technology and design to offer an uncomplicated way to keep vaccination up to date, as we believe that innovation is the best way to approach and solve complex issues, especially those related to the culture of disease prevention.
Deliverables
Product Strategy
Product Roadmap
Digital Product Design
Service Protocols and Playbooks
Outcomes
400%
200k
87.6
of Net Promoter Score
2
Design Awards achieved
at home attendances
growth in home care
01.
Product Strategy
Expanding the service portfolio
The objective of the project was to expand the product portfolio without forgetting Labi's original purpose: to offer a quality service, with convenience and fair prices. To this end, we focused on reaching new audiences and consolidating our relationship with those who in 2020 experienced home care. Thus, we built a digital home vaccination service where customers can buy more than 30 types of vaccines for all age groups through the laboratory's website and schedule the application without leaving home. Another facility guaranteed by the laboratory is consultation with a health professional. Customers send a photo of their ID card and receive an opinion on their vaccination status, with a recommendation on which vaccines are up to date and which ones need regularization.
02.
Design Approach
Discovery Strategy
The discovery process involved a multidisciplinary team composed of designers, infectologists, nurses, engineers and business people. There was also data collection with potential customers through quantitative research and a series of in-depth interviews aimed at identifying understanding on the subject, consumption habits and mapping pain points and opportunities in the vaccination journey of these people. After the discovery, a series of possibilities were designed and validated in usability tests in relation to the flow of budget, purchase and scheduling of home application of these products. The result was a digital project divided into 4 stages, which had its first release after 3 months of development and is still constantly being updated.
03.
The Impact
Outputs & Outcomes
Labi's vaccine service follows all the recommendations of the Ministry of Health's National Calendar and the Vaccination Calendar recommended by the Brazilian Society of Immunization, and has available, in addition to the mandatory applications for each age, additional products, not offered by the public network. After 8 months of launching the project, we were able to validate its effectiveness through the growing interest of customers in this new service, which so far has already reached more than 150,000 customers in the states of São Paulo and Rio de Janeiro and a total of 200,000 vaccines applied . These numbers are reinforced by a high rate of recurrence of customers who learned about the service and were vaccinated again with the company and an NPS (Net Promoter Score) of 87.6, a value considerably above the average for the segment.
