Conecte SUS App Improvement
During the COVID-19 pandemic, the Conecte SUS app became essential for millions of Brazilians to access vaccination cards and other health services. Zello Tecnologia was hired to monitor the experience and propose critical improvements.
A critical app in a moment of crisis
Conecte SUS faced severe usability issues at a time when millions of people depended on it to prove vaccination and access essential services. Queues, complaints and access difficulties multiplied, requiring a quick, assertive intervention.
01
High demand and an urgent need for stability
02
Users with very different levels of digital literacy
03
Direct impact on public health during a pandemic
04
A need for improvements that were both fast and validated
Continuous monitoring and usability analysis
Through continuous usability testing, feedback analysis and metrics monitoring, we identified critical issues and proposed practical solutions that could ship quickly.
Remote usability testing
Sessions with real users to identify friction points.
Feedback analysis
Monitoring reviews and complaints in app stores.
Journey mapping
Identifying critical journeys and failure points.
Improvement prioritization
Focused on impact versus effort, for fast delivery.
Improvements focused on accessibility and clarity
We proposed and validated improvements that made critical information more accessible, reduced friction in essential journeys, and improved communication with users, focused on fast deliveries with real impact.
- →Simplified access to the vaccination certificate
- →Better error communication and system status
- →Optimized flows for elderly users and people with low digital literacy
- →Prioritized critical information in the interface
A public health app, at scale
+2M
active users during the improvement period
Design in a crisis, public-health context
Design under pressure
I learned to make fast, assertive decisions in critical contexts, prioritizing real impact over perfectionism.
Empathy at scale
Working on a public health app meant considering users of every age, context and level of digital literacy.
Continuous validation
The importance of constantly testing and iterating on real feedback, especially for critical products.
The social impact of design
I understood, deeply, how UX decisions can affect access to essential rights and services.