Total Experience, what is it for?
Total Experience is an strategy that combines the disciplines of CX, UX and Employee Experience to generate a new and exceptional experience.
Now that the second stage of the Coronavirus_UY application is live, I’d like to tell you the story behind the app of Uruguay’s Coronavirus Plan, and maybe give you a glimpse of why this app is considered unique in the world.
A short introduction to the app: Coronavirus UY provides a secure method of self-assessment for COVID_19 without overloading phone lines and avoiding the movement of people, in order to improve care for those who suspect they have COVID-19. Also, it now offers new features such as drive-through testing and telemedicine for patients who tested positive. The system, which has already been downloaded by more than 250,000 users, optimizes communication between citizens and health services by assisting those who require a medical evaluation. A recent update incorporates the following features:
All right, let’s now go “behind the screens” 🙂
(The images in this article are for information purposes only. The objective is to illustrate ideas and no real data or final implementations are displayed.)
As we all have known for some time, the world is currently experiencing total uncertainty.
According to U.S. Air Force Colonel John Boyd, priorities should be people first, ideas second, and things third. In other words, in order to achieve success in the midst of uncertainty, first we need to worry about what people we have, then what ideas we have, and only thirdly what tools we will use to go to war.
So, let’s start by focusing first on those who interacted with the project, within different companies and from different backgrounds. Some of them got involved in the early stages, and others later on. Also, there are probably many more, but here is a list of those I know are working on this (please excuse any omissions):
Uruguay’s Presidency, Salud.uy, AGESIC (Agency for Electronic Government and Information and Knowledge Society), MSP (Ministry of Public Health), SINAE (National Emergency System), Claro, ANTEL (state-owned telecommunications company), ITC, HG, BPS (social security institution), Health care providers, ASSE (public health provider), HCEN (National Electronic Health Record), Accesa, Quanam, Tryolabs, CUTI (Uruguayan Chamber of Information Technology), ISBEL, Abstracta, Qualified, DVelop, I+Dev, Concepto, GeneXus Consulting, Globant, Deaf Health Unit, “Tiraparedes” Health Clinic, BigCheese, InSwitch, IxDA, Dils, ICA, Google, Apple, Facebook, BlazeMeter, Sinch, GeneXus.
Naming individuals would be a never-ending list of people who have contributed their work and ideas, and that’s why I simply point to Laura Aguiar as one of those great examples of civic responsibility for this cause. In addition to Laura there are many others, but it would be too long and perhaps unfair to mention just a few in this article.
Regarding ideas, there is not much innovation. It turned out to be a combination of ideas from China and South Korea, which have been used to start building the app and were later adapted to Uruguay’s reality in record time. Almost all companies had the same ideas about what the solution to the problem we faced would look like; the challenge was how to build it quickly.
We can say the app is adapted to Uruguay and its health stakeholders. This adaptation includes, among other things, interconnection with all health stakeholders, provision of telemedicine, and design with multi-channel and accessibility in mind.
The official strategy can be accessed in the following link.
As for requests, it was decided that the input queue would be centralized using a multi-channel strategy. Thus, the first stage of information registration was implemented in 7 days through the following channels (the visible part of the project):
What data is coming in? Of what quality is it? Data quality groups were created to make an initial analysis of this information and thus enter the system.
OK, but enter where? The invisible –or less visible to users– part of the Project:
–> A risk monitoring system for COVID-19 or, in the future, for other diseases.
The system, which was developed from scratch, now has more than 80 tables and more than 20 modules, including a risk module and a monitoring module, both of which were put into operation in the second week of work.
Another detail is that this system must have a web interface and decision-making dashboards. Obviously, it must be able to interoperate with all state systems: Ministry of Public Health, National Emergency System, Clinical Records, and more.
Now, suppose that a user was able to enter the system after the initial quality analysis.
What do we do with this information? This is changing all the time, so what is working in the background is a workflow engine that distributes cases to each health care provider’s inbox.
In this inbox, staff from health care providers start the contact workflow and eventually distribute tasks to clinical inboxes handled by physicians.
Doctors have their own inbox where users are classified by risk level according to criteria defined by epidemiologists. This inbox is used in a web browser and must be able to work on any Android device, such as those owned by ASSE –the public health provider– so that doctors can use it from any location.
Once again, it’s the same concept as for data input: multi-channel.The idea is that you can interact over the phone or video call (if the conversation was started directly through the app). For patients with hearing impairment, a sign language interpreter service in real-time (DiLS) is being considered as an additional communication option.
Accessibility has always been a priority from a technical point of view. This implies that every new development, such as the web application, is fully accessible. Work is under way to incorporate sign language to make further progress in this area.
As in any other consultation, decisions are made by the doctor or health care professional. In other words, the app provides guidance and the health staff decides what to do.
As in the previous cases, the system can manage a queue of tests to be started according to the availability of drive-through testing sites, which connects us to the physical world. This also had to be prototyped and specific modules for that process had to be created in the system.
So far, we’ve followed a functional cycle. What about non-functional aspects? What can be said about the process? What infrastructure is used?
An impressive computer security team is committed to ensuring that the data and the system are secure. Although I may not be the right person to list everything that’s been done here, I must say it’s amazing: Infrastructure Security, Communications Security, Access Modeling, and System Permissions.
In addition, several UX teams are working on aspects related to design and interactions (Globant, IxDA, GeneXus Consulting, and individual people).
The team worked and iterated in the areas of Information Architecture, Interaction Design, and Visual Design. Various levels of prototype accuracy were achieved at high speed up to the functional prototype in GeneXus.
Performance Tests: the entire team at Abstracta has been fully committed to this task from the beginning. Everything put into production has been tested using BlazeMeter and other tools.
Functional tests were also made and several companies worked in this area: Qualified, Abstracta, Health care providers, Accesa, GeneXus, among other volunteer testers (including my dear wife, Nati!).
The security team monitored the app’s secure development. A great team of continuous integration currently includes 5 pipelines, trunk, testing, AWS testing, pre-prod ANTEL, prod ANTEL.
For ANTEL environments in particular, automation tools were created: deployment to various WebApps, patches, process execution, reorganizations, queries, etc. Even if we’re still far from AWS, a first step has been taken.
The development of the system’s core involved 42 people with more than 2,000 commits to date, in 3 weeks of development work.
Let me also mention those who have collaborated with this project, from giving words of encouragement or advice, to acts of kindness such as taking a monitor to your home or sending you something in an Uber. It has all added up and will continue to do so.
In addition, I want to thank all our families who have helped in the background by putting up with us working nonstop for more than 15 days.
This is the Coronavirus UY app.
Nicolás Jodal, who is introducing it in the media (on behalf of the private sector), has said that 150 people were involved in the project, which may seem a lot for an app. It seems like a lot, because at first we only see the app, but behind it there are complex requirements and systems interacting. To achieve this, many people had to work together ;)
If someone tells you that the app consists of 3 screens, it means that we have met the objective of hiding its complexity. If anyone has received a call, has been tested, or is being followed up thanks to the app, we will have achieved our real goal which is for technology to do its bit to help in this war.
To me, deep down, when someone talks about the app, they’re talking about: People, Ideas, and Things… In that order!
Here are some backstage moments of this creation, where obviously everyone worked from home. One app, a thousand stories, a thousand laughs, a thousand discussions, and a single goal. Today, in Uruguay’s technical community we have more mutual respect for and confidence in each other than ever before.
Cuando todo esto pase y tengamos tiempo para pensar en otras cosas, sería buenísimo que alguno de nuestros cineastas armara un documental con esta vivencia. Y también me gustaría que fuera rápido y que los medios lo mostraran a toda la comunidad, nacional e internacional. Otro mundial ganado por Uruguay. Me paro y los aplaudo. Gracias uruguayos otra vez!!!!!!
[…] Ahora que ya tenemos la 2da etapa de la Aplicación Coronavirus_UY en el aire, ¡déjenme contar el detrás de la “app” del Plan Coronavirus UY! Quizás pueda dar una dimensión de por qué se dice que esta “app” es única en el mundo. (Información completa aquí) […]
Excelente todo lo realizado, felicitaciones y sigan así …aportando a ‘El Mundo’ saludos
excelente, a seguir por mas,,, juntos podemos,,, me gustaria construir una app para atender a las personas con Autismo y sus familias,,, estaria genial,,,, a las ordenes, soy psicologa especializada y tengo un hijo,, saludos.
Estimada Mariela, te paso una nota https://genexus.blog/es_ES/innovation/apdif-technology-applied-to-autism-spectrum-disorder/ en la cual se aborda la plataforma tecnológica APDIF para atender a las personas con Autismo y sus familias. Saludos!
Hola, conoces la iniciativa http://www.apdif.com/ son aplicaciones que se hicieron para mejorar la experiencia de personas con Autismo.
Hola, Gastón muy buena muestra de la complejidad del proyecto!
Me surgieron un par de preguntas:
Como particular, cómo puedo sumar fuerzas?
Conocen https://covid19-static.cdn-apple.com/applications/covid19/current/static/contact-tracing/pdf/ContactTracing-BluetoothSpecification.pdf ?, incluye la app tecnología para poder determinar posibles contagiados en base a contactos? Está en los planes?
Buenas tardes, En días pasados he estado investigando acerca del servicios webRTC para lo de video llamadas.Quisiera saber como dieron solución a la telemedicina gon Genexus
Hola, quisiera saber como implementaron el requerimiento de video llamada para telemedicina con genexus.
Hola Alexander, se utilizó un User Control desarrollado por DVelop el cuál hace uso del servicio Sinch para tele llamada.
Hola Gastón, este user control está disponible en el genexus market place? lo he buscado en el perfil de DVelop hay 9 user controls pero ninguno relacionado con el tema.
Saludos y gracias por tu respuesta
Hola! Felicitaciones! La idea es espectacular. Lamentablemente en mi caso nunca pude registrarme, invariablemente da error. No reconoce mi C.I. registrada en mi prestador de servicios. Si me pueden dar una solución, les agradezco. Beatriz
Hola María, tal vez debas comunicarte con atención al socio en tu mutualista y ver si cambió el número de móvil asociado a tu C.I, saludos y suerte
En mi app de google, maps, se me mostró información de casos de coronavirus geo referenciados hasta el 30 de abril lo que indica, que de alguna forma esa información le fue trasmitida a google violando la privacidad de los pacientes o google la obtuvo de alguna forma como con micrófono de los dispositivos asi como obtiene nuestros intereses de consumo, en cualquier caso y mas allá de como lo haya obtenido lo publicó en su app, mostrando así datos personales que en la legislación uruguaya son datos privados de los pacientes. Creo que Google no es una empresa en quien confiar, no deberíamos hacerlo los individuos y tampoco GENEXUS, podrían violar el acuerdo de confidencialidad y harían quedar mal es GENEXUS.
Estimado Juan, la implementación de CoronavirusUY no hace ni hará nunca uso de datos geolocalización de los ciudadanos. En el diseño y en la implementación se ha tenido un estudio profundo de la tecnología utilizada tanto de Apple como de Google y estamos convencidos que es una solución que asegura la privacidad y seguridad de las personas del Uruguay. De manera que quisiéramos transmitir tranquilidad que esa información que reportas no salió de la aplicación.
Si quiere, nos puede pasar un link con el google map para analizarlo, a ver si podemos determinar la fuente de los datos que aparecen allí.
[…] People, Ideas, Tools. What’s Behind Coronavirus UY? […]
[…] Coronavirus UY: 7 volunteers collaborated in the creation of this app to provide people in Uruguay with information about COVID-19 and sanitary precautions. […]
Excelente trabajo!!, Felicitaciones a todo el equipo.
buenas,la app tiene mal mi celular y no puedo ingresar al programa. podran ayudarme?
Diego, el canal para soporte técnico de la App es del estado, por favor comunícate con email@example.com