MedicalTransformationProgram
Turning a prescription into a connected healthcare experience.
About the Initiative
This digital healthcare transformation was developed by La Positiva Seguros through two consecutive innovation initiatives selected for competitive public innovation funding from Innovate Perú, Peru's national program supporting business innovation and technological development.
It began with FarmaDelivery, a new way to manage prescription fulfillment, and evolved into Módulo Médico, a broader digital health experience designed to accompany insured customers beyond a single transaction.
My Role
I led the cross-functional implementation across product, technology, medical, operations, customer experience and external partners, translating the concept into processes, user stories and development requirements and coordinating the evolution into OCR, machine learning, geolocation and system integrations.
It started with...
A prescription, and everything that happened after it.
After a medical appointment, patients still had to interpret their prescription, find the medication and manage the purchase themselves.
FarmaDelivery proposed something different: move that complexity away from the patient.
Before
- Clinic visit
- Prescription
- Interpret what they need
- Search for medication
- Purchase
The customer managed the process.
After · FarmaDelivery
- Prescription
- Photo + delivery details
- Confirmation / status
- Delivery
The customer made a simple request and the service took over.
A simpler customer experience
required a new system behind it.
Making one interaction simpler meant redesigning everything behind it.
FarmaDelivery
The experience looked simple: photograph the prescription, choose a delivery address and wait for confirmation. Behind it, the service itself had to change. Qualified staff interpreted the prescription, La Positiva confirmed the order, and a pharmacy partner fulfilled and delivered it, so the customer no longer had to manage the whole process alone.
What the customer experiences
- App
- Confirmation / status
- Delivery
The work behind the wait
Digital experience
- App experience
- Prescription image capture
- Delivery information
- Request / order flow
- Customer status / confirmation
Prescription processing
- Qualified receiving team
- Prescription interpretation
- Order review
- Customer confirmation
Operations
- Internal workflow
- Call center coordination
- Handoffs + responsibilities
- Follow-up
Pharmacy + delivery
- Pharmacy partnership
- Order fulfillment
- Pharmacy connection
- Delivery coordination
- Tracking / status
Technology + systems
- App development
- La Positiva systems
- Information flow
- System connections / integrations
Then the question got bigger...
What if the experience didn't end with the prescription?
The next innovation challenge expanded the idea. Instead of improving one healthcare transaction, we asked how the insurer could make customers feel supported throughout their healthcare experience.
The solution evolved technically too, incorporating OCR and machine learning for prescription processing, geolocation for delivery tracking, Salesforce integration and deeper connections with La Positiva's existing systems.
FarmaDelivery
A simple customer interaction + the service system behind it.
Learning
Módulo Médico
A broader healthcare experience + a more capable technology and integration layer.
- +OCR
- +Machine learning
- +Prescription-reading / training system
- +Geolocation
- +Delivery tracking
- +Salesforce integration
- +Deeper system integration
What I did
I led the cross-functional implementation across product, technology, medical, operations, customer experience and external partners.
Business + medical
Defined what the experience needed to accomplish and translated business and medical requirements into the service.
Product + technology
Translated the concept into flows, requirements, user stories, screens and development needs.
Operations + customer experience
Designed and coordinated what needed to happen behind the interface, including workflows, customer communication, training and service processes.
External partners
Coordinated pharmacy and delivery dependencies required to make the experience work end to end.
- Service design
- Digital health
- Agile delivery
- OCR + machine learning
- Systems integration
What it made possible
2
Innovation awards and funded initiatives
FarmaDelivery first won the Innovate Perú Business Innovation award. Its evolution into Módulo Médico later secured a second competitive innovation fund.
FarmaDelivery
First award · Innovate Perú Business Innovation
Learning + evolution
Carried into a broader experience
Módulo Médico
Second competitive innovation fund
5
Connected healthcare services
Módulo Médico brought FarmaDelivery, Medical History, Healthy Habits, Medical Care and My Medications into one connected digital experience.
≈ $175,000
S/ 657,900
Combined project funding + company contribution
Two awarded innovation projects combined public innovation funding with La Positiva's contribution to develop and expand the digital health experience.
35 → 15 min
Medication order interaction reduced
The redesigned process reduced the average customer interaction required to place a medication order from 35 to 15 minutes.
Beyond the interface
A new service model
The transformation changed more than the app. Qualified staff, pharmacies, medical teams, technology and internal operations were connected behind a simpler experience for the insured customer.
The simplest customer experiences often require the biggest changes behind them.
What started with simplifying one prescription became a broader redesign of how technology, people and processes could work together around the insured customer.
Project gallery
Public project materials
Additional public information documenting the recognition, launch and evolution of the initiative.