User experience of Brazilian public healthcare system: A case study on the accessibility of the information provided

This paper describes a preliminary study into user experience of Brazilian Public Healthcare System - Sistema Unico de Saúde (SUS). It focuses on the accessibility of the information at three stages: information delivered by the doctor to the patient; the information available for the patient outside the clinic; and the type and amount of information the patient has to handle with meanwhile being diagnosed. This was based on a two-month ethnographic study of a patient diagnosed with liver cancer. The study takes into account the patient’s condition, his age, and his partner’s age, aiming to highlight challenges and gaps in the process, especially those extra demanding for elderly people. The results indicate that mapping the user experience and the key stages throughout the process are useful to outline and understand accessibility issues. The findings highlight opportunities in the process to design better interactions and ways to deliver information, considering elderly users needs.