In order to bridge some gaps in users' expectations and Indonesia's healthcare system, we attempt to reimagine the journey by looking into Indonesians' attitude towards healthcare, the government's equalitarian approach to its people's health and some healthtech movements.

1. PuttogetherbySomiaCustomerExperience|May2020
The year is
Indonesia healthcare has improved significantly; with its focus
on the patient’s experience journey instead of the constraints of
the system.
There is no stopping The Digital Age in Indonesia. This
revolution has the potential to transform every facet of daily life.
Smartphone and internet penetration has reached 50% of its
population.2030.

2. PuttogetherbySomiaCustomerExperience|May2020
Rasya is 24 year old. She aspires to be a Marketing Director in
the next five years, that’s why she works very hard and spends
long hours at work.
She believes in living well, she wants to make sure her parents
and her lead a healthy lifestyle in order to spend more time with
them. She hits the gym once a week and is generally healthy.
Rasya leads an active social life, she loves hanging out with her
friends after work and during weekends.
Meet Rasya.

3. Two days ago, I started showing symptoms of cold.
It’s Wednesday, I now feel feverish and developed a
sore throat too.
This story is my recovery journey in the year of 2030.
Rasya’s Story.

4. Online Bot
Consultation.
Eases the burden of doctors and
creates a shift of responsibility to
patients for self-care to happen
I feel like shit and look like one too.
So all I have to do is consult a
BotDoc who wouldn’t judge me, all
within a few taps and some
simple conversation.

5. Empathetic and emotional
chatbot for natural
conversations.
Smart diagnosis with
advanced sensors to capture
and analyze data.
BotDoc: Hi Rasya, I’m sorry to hear you are
unwell. Please point your phone to your
forehead for me to take your temperature.
BotDoc: Thank you. Your body temperature
is 38.5C. Now, please open your mouth and
point your phone to your mouth.
BotDoc: Your throat is very swollen. A likely
cause is a virus infection. Do you want me to
order medicine for you to be delivered in 1hr?
Hi Doc, I have been feeling feverish for 2
days :(
😮🤳
Yes, please. Thank you.
I’m starting to develop thick, yellow phlegm
and my throat hurts when I swallow.
DocBot

6. Healthcare.
By incentivizing patients in the right
way to take care of their health, we
reduce the load on the healthcare
system for further care.
Incentive-Based
Oooh, I’m going to rest as much as I
can, after all, I get to be rewarded
for being healthy. Two wins
for me! Time to rest up...

7. Drone
Delivery.
Robotic dispensing and fast
delivery straight to Rasya’s
apartment. Bad jams are a
thing of the past for deliveries.
I’m so relieved that I don’t
have to brave through
traffic and bad air to get
my meds.

8. PuttogetherbySomiaCustomerExperience|May2020
Crappers, despite resting well, this cold bug is
relentless! I started developing a very chesty cough
and am now running a high temperature.
3 days later...

9. BotDoc: Here is a list of recommended doctors and hospital based on your
preference and payment option.
Continued
Bot Care.
BotDoc: It seems like your temperature is not
dropping. I’d suggest that you visit an ENT
specialist?
Yes, please find the nearest specialist that is
available this evening.
2 km away
Dr. Putri Sp.THT-KL
RSCX
3.5 km away
Dr. Putra Sp.THT-KL
RSCA
Consultation Fee: IDR500k
BPJS - Full Coverage
Available at 8-9 pm
Private Ins - Pass Limit
You need to pay an additional 200K
Available at 5-7 pm
4 km away
Dr. Anna Sp.THT-KL
RSP
Please make an appointment with Dr Putra
at 8pm paying with BPJS.
AI enabled healthcare follows up
with Rasya’s condition to ensure
continuity in her recovery journey
9.5 9.8 8.5
Dr Putra has high rating
with good reviews…
Consultation fee is clearly
stated. I got all the info I
need!
BotDoc: Sure! I have made a confirmed
appointment with the doctor you and will be
saving this in your calendar too.

10. Integrated
Services.
BotDoc: Rasya, you have an ENT appointment at RSCA in
45 mins. I don’t suggest you to drive or take public
transport. If you leave now by taxi you will arrive in time for
your appointment. Do you want me to book a ride for you?
Thank you doc, please book a ride for me.
BotDoc: My pleasure. I have booked a ride for you. The
driver will arrive in 10 minutes and it will drop you at the
nearest entrance from the ENT clinic.
Integration of various technological
solutions such as ride hailing to create
a seamless journey for Rasya.
OPEN APP
One less thing to worry
about cos all I want to
do is get to see the doc
and get back home to
lie down, pronto!

11. Integrated
Records.
AR Assisted
Wayfinding.
Walk straight
and turn right
2 mins to clinic
Welcome to Rumah Sakit CA.
We will notify the polyclinic that
you have arrived. Here’s your
wayfinding assistant!
I always get lost and
frustrated in hospitals so
this indoor GPS helps a
great deal!
Medical records are stored
electronically and can be
accessed by all different service
providers.
No need to register
since they have my
BPJS records. Great
time-saver!

12. Redefine
Clinic.
Why does a clinic have to look cold and reek of chemicals?
Why does Rasya have to wait to see the doctor when she is already unwell?
Welcome Rasya to our clinic for the first
time! We’ve gotten your medical
history record. I’ll bring you to the
doctor right away.
Phew… I’m so glad they
have my record. And
those waiting areas at
clinics are a thing of a
past finally...
Photo credit: Bond Vet

13. Co-piloting
Approach.
Rasya is more engaged and invested because
Dr Putra does not just dictates what she needs
to do but takes an empathetic approach to listen, and
together work out what is best for her.
I want to understand your lifestyle and what
treatment might work best for you. Do you
have anything in your mind you want to share?
Photo credit: Kind Body

14. VR Experience.
Using edutainment as a mean to aid in
explaining to Rasya what is going on inside her
body, to encourage self-awareness and
motivate self-care.
This is mind-blowing!
This gives me new
awareness and
appreciation on how
my body works.
Photo credit: PSFK

15. PuttogetherbySomiaCustomerExperience|May2020
After the consultation, Rasya went home feeling cared for
with the whole process and relieved because all of the
treatments are covered by her BPJS as explained by the
DocBot. She now just needs to focus on getting well.
Back home...

16. Care Quality
Transparency.
Rasya can give feedback and ratings to hospital and
doctor based on her experience interacting with the
service. The rating she gave is accessible to public,
to help others in making their choices.

17. Continued
Care.
Following the treatment Rasya received at the hospital,
she has access to relevant resources such as online
follow-up check-in, care instruction checklist and video
recording of the consultation.

18. PuttogetherbySomiaCustomerExperience|May2020
After following the doctor’s instructions and watching the
interactive video, Rasya is more aware and conscious
about her health. She is now looking for various
preventive measures that she could take to stay healthy.
Keeping healthy

19. BPJS Goes
Preventive.
BPJS treatments which initially only focuses on
treatments now also covers various preventive
activities such as at-home-workouts or diet plan
programme catered for Rasya.

20. Fine-Tuned Wellness. One no longer fits all. With Rasya’s genetic results, science
is able to recommend diets and exercises fit for her type.

21. Mini
Encouragers.
Health systems have embraced technology closely to serve up daily
doses of wellbeing reminders and encouragers to Rasya with a
preventative focus; to minimize and prevent illnesses by helping her
connect the dots from behaviours and health data.
You haven’t been drinking
much water today. Try taking
a small water break now.
Your heart rate has been
a little high for a while,
let’s take a moment
for me to guide you in this
1-min breathing exercise?
Maintain your score and
wellbeing by winding
down for bedtime now.
Sleep Score
9.5
Rasya, you’ve been spending a lot
of time sitting. Let’s make sure
your neck doesn’t stiffen up
again. Let’s do some
simple stretching.
Time for lunch soon. Would you like
me to place an order according
to your optimal diet?
Don’t forget to take your
personalized organic
powder smoothie!

22. PuttogetherbySomiaCustomerExperience|May2020
There’s only one way to stay healthy… and that is...
Let’s get started!

23. PuttogetherbySomiaCustomerExperience|May2020
Thank you for reading!
If this stirred any thoughts or inspiration and you are dying
to bounce it with someone, why not us?
www.somiacx.com
info@somiacx.com
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