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Otimização do processo digital de onboarding do profissional de saúde em Portugal com base ba norma ISO 9001:2015 e foco na experiência do utilizador
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| 8.12 MB | Adobe PDF |
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Abstract(s)
O presente projeto de investigação aplicada teve como finalidade o desenvolvimento de um processo de onboarding digital estruturado, especificamente dirigido a profissionais de saúde em Portugal, fundamentado nos princípios da norma ISO 9001:2015 e orientado pela experiência do utilizador (UX). Com base nas boas práticas identificadas na literatura e nos dados recolhidos, verificou-se que os profissionais de saúde atribuem particular relevância à existência de processos de onboarding digitais estruturados que se distingam pela clareza, interatividade, acessibilidade e adequação às suas necessidades de integração funcional e institucional. A metodologia adotada baseou-se no Design Thinking e integrou análise estratégica, investigação com utilizadores, modelação de perfis, prototipagem e testes de usabilidade. A análise dos dados revelou um consenso quanto à necessidade de articular recursos digitais com momentos presenciais ou síncronos, de modo a assegurar uma experiência humanizada. A solução desenvolvida revelou-se eficaz na padronização, rastreabilidade e promoção da melhoria contínua. A solução apresenta-se como uma plataforma centralizada e intuitiva, que integra recursos como e-learning, b-learning, manuais digitais e tutoria. Os resultados confirmam a viabilidade e eficácia da digitalização do onboarding, conjugando inovação tecnológica com a valorização da experiência humana em contexto hospitalar. O sucesso do processo de onboarding depende de uma articulação coerente entre o planeamento estratégico, a comunicação eficaz, os mecanismos de feedback, o acompanhamento humano e a utilização adequada de tecnologias digitais. Este projeto prova que a aplicação de tecnologias, normas e experiência do utilizador, proporcionam um onboarding digital eficaz. Esta investigação contribuiu com linhas guias para o onboarding digital no sector da saúde.
This applied research project aimed to develop a structured digital onboarding process for healthcare professionals in Portugal, based on the ISO 9001:2015 standard and focused on user experience (UX). Based on best practices and the data collected, it was found that healthcare professionals value structured digital onboarding processes that are clear, interactive, accessible, and suited to their functional and institutional integration needs. The method used was Design Thinking and included strategic analysis, user research, user modelling, prototyping, and usability testing. The data analysis showed agreement on the importance of combining digital resources with in-person or live online moments to ensure a more human experience. The solution developed proved effective in creating a standardised, trackable process with continuous improvement, using centralised and easy-to-use platforms with tools such as e-learning, b-learning, digital manuals, and tutorials. The success of onboarding depends on good coordination between strategic planning, effective communication, feedback, human support, and the use of digital technologies. The results confirm that digital onboarding is a viable and effective solution that brings together technology and human experience in hospital settings. This project shows that using technology, standards, and user experience helps make digital onboarding more effective. This research provided useful guidelines for digital onboarding in the healthcare sector.
This applied research project aimed to develop a structured digital onboarding process for healthcare professionals in Portugal, based on the ISO 9001:2015 standard and focused on user experience (UX). Based on best practices and the data collected, it was found that healthcare professionals value structured digital onboarding processes that are clear, interactive, accessible, and suited to their functional and institutional integration needs. The method used was Design Thinking and included strategic analysis, user research, user modelling, prototyping, and usability testing. The data analysis showed agreement on the importance of combining digital resources with in-person or live online moments to ensure a more human experience. The solution developed proved effective in creating a standardised, trackable process with continuous improvement, using centralised and easy-to-use platforms with tools such as e-learning, b-learning, digital manuals, and tutorials. The success of onboarding depends on good coordination between strategic planning, effective communication, feedback, human support, and the use of digital technologies. The results confirm that digital onboarding is a viable and effective solution that brings together technology and human experience in hospital settings. This project shows that using technology, standards, and user experience helps make digital onboarding more effective. This research provided useful guidelines for digital onboarding in the healthcare sector.
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Keywords
Onboarding Digital Comunicação Profissionais de saúde Experiência do utilizador ISO 9001:2015 Processo