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CASSI
Improving usability across 12 years of healthcare journeys
My Role
Lead Product Designer
Company
CASSI
Timeline
Ongoing
Responsabilities
Product Strategy
User Flows
Interaction Design
UX Writing
Prototyping
Overview
For over 80 years, CASSI has provided healthcare services to its members and today supports a user base of more than one million people across its digital platforms.
Although its services are also available on the web, the mobile app is the main channel used by members to access healthcare services, manage their plans, schedule appointments and find important information.
Over its 12 years of operation, the app expanded to support new services and increasingly complex business rules. As a result, many journeys became fragmented and inconsistent.
The new app is being designed in partnership with Banco do Brasil to reorganize these services into clearer, more consistent and easier-to-navigate experiences.
CASSI was created by employees of Banco do Brasil and has maintained a close institutional relationship with the bank ever since. Because of this connection, the new app is being built using Banco do Brasil’s design system and digital product standards.
This allows us to benefit from years of experience developed by a team of more than 200 designers focused on interface design, usability and accessibility. Since CASSI has a much smaller team dedicated to the app, adopting this foundation helps accelerate development, ensure consistency and provide members with a mature digital experience.
As a result, the new app inherits much of Banco do Brasil’s visual identity and interaction patterns, while our work focuses on adapting them to CASSI’s healthcare context and designing clear, efficient journeys for its members.
The calendar became the center of Zenika.app, bringing together meetings, personal tasks, imported events and user-defined time blocks. The challenge was to organize all this information without making the experience overwhelming, while maintaining consistency across web, mobile and desktop.
The work involves carefully reviewing legacy journeys that were created at different moments in the app’s history, many of them based on outdated interaction patterns and experiences that no longer meet current usability standards.
Rather than simply redesigning the screens, we revisit each flow from end to end, working closely with business teams to validate processes, clarify rules and identify opportunities for improvement.
Because health insurance services are highly regulated, every decision must also consider the requirements established by regulatory and governing bodies. This makes the process more demanding, but it is essential to ensure that the new experience is both easier to use and compliant with the rules that shape CASSI’s services.
Ongoing work
The project is still in development. Journeys are continuously reviewed, validated and refined as business, technical and regulatory requirements evolve.
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