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In many developing economies Community Health Workers deliver essential healthcare services to communities living in poverty. frog worked with UNICEF to improve the quality of the experience provided to these health workers by the organizations that support them, promising to increase their quality of service so that they can save more lives. In this talk you'll learn how a human-centered innovation process, participatory design and a multi-partner engagement model led to the creation of a comprehensive toolkit, and how strategic experience frameworks and redesigned medical tools can hope to activate and empower health workers in emerging economies, together with the communities they serve.
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Design for Social ImpactFABIO SERGIO | UXSTRAT| SEPTEMBER 2014
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HOW TO CONFUSE CLIENTS 101
USERSOCIAL EXPERIENCESERVICEDESIGNSTRATEGYIMPACT
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HOW TO CONFUSE CLIENTS 101
USERSOCIAL EXPERIENCESERVICEDESIGNSTRATEGYIMPACT
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HOW TO CONFUSE CLIENTS 101
USERSOCIAL EXPERIENCESERVICEDESIGNSTRATEGYIMPACT
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HOW TO CONFUSE CLIENTS 101
HUMANSOCIAL EXPERIENCESERVICEDESIGNSTRATEGYIMPACT
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HOW TO CONFUSE CLIENTS 101
HUMANSOCIAL EXPERIENCESERVICEDESIGNSTRATEGYIMPACT
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SWITCH TO HELVETICA AND MAKE THAT A “D”
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PERFECT IMAGES OF A PERFECT FUTURE
IMAGE: SYD MEAD
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REAL IMAGES OF A REAL WORLD
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WHAT ABOUT...
A PRESENT THAT’S A BETA OF THE FUTURE WE WANT TO LIVE IN.
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FROGIMPACT : A BIT OF HISTORY
PASSION.TECHNOLOGY.SYSTEMS.
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THE TURNING POINT : PROJECT MASILULEKE
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LIMITED RESOURCES, HUMAN BEHAVIOR
WHAT IF SOME OF THESE COMPLEX ISSUES COULD BE MITIGATED BY IMPROVING THE HUMAN EXPERIENCEOF SYSTEMS & SOLUTIONS?
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A LONG-STANDING PARTNERSHIP
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BACKPACK PLUS: THE BRIEF
A SYSTEMIC APPROACHTO ACTIVATE AND EMPOWER COMMUNITY HEALTH WORKERSTO SAVE MORE LIVES.
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COMMUNITY HEALTH WORKERS
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BACKPACK PLUS
A BETTER EXPERIENCETO ACTIVATE AND EMPOWER COMMUNITY HEALTH WORKERSTO SAVE MORE LIVES.
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HUMAN CENTERED DESIGN
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IMMERSIVE RESEARCH
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LEVERAGING LOCAL EXPERTISE
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CONTEXT, CONTEXT, CONTEXT
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PATTERNS ACROSS GEOGRAPHIES
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THE POWER OF STORYTELLING
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MULTI-PARTNER WORKSHOPS
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PARTICIPATORY RESEARCH & SYNTHESIS
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THE VALUE OF “JUST BEING THERE”
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EMBODYING INSIGHTS INTO ARTIFACTS
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ITERATING THROUGH SHARED MENTAL MODELS
CARE
COMMUNITY HEALTH SYSTEM
SERVICES
TOOLS
CHW
TRUST
CARE
SUPPORT
REPORT
CARE
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THE BACKPACK PLUS FRAMEWORK
ON DEMAND RESUPPLY (supervisor)
SPECIAL SUPPLY BY INITIATIVES
STOCK-MGMFACILITATORS
Ensure continuity by selecting people who are long-term members of the community (resident, married).
Leverage existing influential roles that are already present in the community.
Manage age limits (min but also max age).
Embrace flexibility to adapt the criteria to specific regions (i.e. nomadic areas, low-literacy,...).
SELECTION CRITERIA
PUBLIC ANNOUNCEMENTS
REGULARREFRESHER
SELECTION TEST
CHWLIST
Define reference recruiting criteria
RECRUITING TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDING UPGRADING
Create modular training plans to enable incremental learning and di!erentiate competences.
Teach fundamentals of time/budget management.
Provide analog and mHealth services that can be access by CHWs also at the end of the training period.
Create a moment at the end of each training session to certify and/or celebrate the new competences aquired by CHWs.
Set up routine refresher training sessions to ensure a continuous learning experience.
Support a continuous learning process
Provide standard protocols with reference materials that guide the assessment through a series of steps.
Create strong consistency and cross-references across job aids, diagnostics, commodities and informational materials.
Include visuals that help understanding and sharing the process also with the patients.
Improve guidance through integrated tools
Provide standard instructions for dosages with supporting reference materials.
Create strong consistency and cross-references across job aids, diagnostics, commodities and information.
Support referral at a system level (i.e. referred patients are given priority at the clinic).
Strenghten follow-up visits through protocols and reminders.
Provide clear instructions & follow-up
Facilitate education processes through rich media (visuals, audio, video).
Optimize content and materials to address di!erent situations (1:1, households, group sessions).
Stimulate an active engagement of the community.
Provide tools to facilitate education
Facilitate consistent data tracking through clear recording standards and protocols.
Enable data sharing across di!erent stakeholders by armonizing tools and optimizing transmission of information.
Enable data mining by facilitating aggregation of information across tools.
Give value to the collected information by giving it back to CHWs and their communities.
Improve data collection and mining
Establish clear roles of a supervisor and relationship to the CHW (e.g. how often they see each other).
Ensure a continuous support and supervision through meetings at defined intervals (e.g. weekly meeting).
Include role-modeling through joint visits with supervisors.
Include spot checks of the supervisor with the community.
Enable the collection of a clear basic set of data that supports the supervisor with performance management.
Enable the supervisor to set real incentives in case of good performance.
Set clear roles and responsabil-ities
Address restocking by using data to make e!ective forecasts.
Maximize resupply e"ciency by communicating availability of stocks.
Bring the supplies as close as possible to CHWs by leveraging existing resources (shops, private supply chains, etc.).
Facilitate transportation (either by reimbursement or by providing logistical support).
Optimize access and system e!ciency
Enhance the community perception of the role of CHWs through branded materials.
Give visibility to the CHW-enabled outcomes inside the community.
Celebrate & reward the work of CHWs
Establish a clear career path based on personal inclinations and impact.
Provide incremental training to enrich and evolve competences.
Establish a clear career path
SUPERVISOR
STANDARDPROTOCOLS
REFERENCE MATERIALS
VISITTRACKING
STOCK TRACKING
HOUSEHOLDTRACKING
COUNSELINGTRACKING
BASIC MODULEON EDUCATION
SPECIAL MODULES(e.g. RDT)
CHW CERTIFICATION
BASIC MODULEON ICCM
FINALTEST
FAMILY/COMMUNITYENGAGEMENT
REFERENCEMATERIALS
MOBILIZATION FOR SPECIAL EVENTS
BEHAVIOR CHANGE DEMONSTRATIONS
STANDARDPROTOCOLS
REFERRAL PROTOCOLS
REFERRAL TRACKING
REFERENCE MATERIALS
ONE-TO-ONE REVIEWS
SPORT PERFORMANCE CHECK
GROUPREVIEWS
‘LEAVE-BEHIND’INSTRUCTIONS
REMINDER SYSTEM
PATIENTTRACKING
EDUCATIONALGAMES
COMMUNITY REWARDING PLANS
HEALTH CAMPAIGNS
HOUSEHOLD GOALSRECOGNITION
RESUPPLY BY CONSUMPTION
ADDITIONAL TRAINING MODULES
GRATIFICATION BY BRANDED KIT
REIMBURSEMENTS(e.g. TRANPORT)
INCENTIVES THROUGH GADGETS
FACILITATION BYBASIC ENABLERS
CELEBRATION OF SUCCESS
PERFORMANCE BOARD
SUPERVISIONGRID
ABILITYCHECK
CARRIERPATH
BADGINGSYSTEM
PERFORMANCE BASED REPORT
ASSESS TREAT EDUCATE REPORT
BA
SIC
CO
MP
ON
ENTS
AD
VAN
CED
CO
MP
ON
ENTS
IND
IVID
UA
LC
OM
MU
NIT
YS
UP
ERV
ISO
R C
LIN
ICD
IST
RIC
TS
UP
PLI
ERD
ESIG
N P
RIN
CIP
LES
BACKPACK PLUS
DIAGNOSTICSCOMMODITIES TOOLS ENABLERS
ACT AMOXICILLIN
CHLORHEXIDINE
PARACETAMOL
RDT
RESPIRATORY TIMER
MUAC
ORS & ZINC
GLOVES
ALCOHOL PADS ALCOHOL
SCISSORS
SOAP
BANDAGES
SYRINGE
TRASH BIN NOTEBOOKTHERMOMETER
TRANSPORTATION(bike, motorbike,...)
UNIFORM
HOUSE SIGNAGE
ADVANCED ED.MATERIALS
FEEEDBACKSCORECARD
HOUSEHOLDREGISTER
HEALTH PROMOTIONMESSAGES
MISOPROSTOL IPT
JOB AIDS ED. MATERIALS
VISIT REGISTERREFERRAL FORMS
STOCK REGISTER
RAIN BOOTS RAIN COAT
TORCH, LIGHTPENCILS, PENS
SOLAR CHARGER MOBILE PHONE
VITAMIN Amother
VITAMIN Achildren
PILLS CONDOMS PREGNANCY TEST
INJECTABLE
RUTF SCALE
HIV TEST
DEWORMING(Albendazole)
MAMA KIT
1 | P
REG
NA
NC
Y &
NEW
BO
RN
CA
RE
2 | F
AM
ILY
PLA
NN
ING
3 | M
ALN
UT
RIT
ION
4 | H
IV5,
6,7
| AD
VAN
CED
SET
S8
| MA
MA
KIT
BA
SIC
SET
INDIVIDUALCOMMUNITY
ASSESS & TREAT
EDUCATE
RESPECT
TRUST
SUPERVISOR HEALTH CENTER DISTRICT
SUPPLIES
REPORT
COACH
SUPPORT
REPORT
REPORT
INSTRUCT
SUPPLIER
TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING
CHW
DIAGNOSTICS TOOLS ENABLERSCOMMODITIES
ASSESS TREAT EDUCATE REPORT
TOOLS
JOB AIDS ED. MATERIALS
VISIT REGISTERREFERRAL FORMS
STOCK REGISTER
Establish clear roles of a
relationship to the CHW (e.g. how often they see
Ensure a continuous support and supervision through meetings at defined intervals (e.g.
Set clear roles and responsabil-
Address restocking by using data to make e!ective forecasts.
Maximize resupply e"ciency by communicating availability of stocks.
Bring the supplies as close as possible to CHWs by leveraging
Optimize access and system e!ciency
Enhance the community perception of the role of CHWs through branded materials.
Give visibility to the CHW-enabled outcomes inside the community.
Celebrate & reward the work of CHWs
Establish a clear career path based on personal inclinations and impact.
Provide incremental training to enrich and evolve competences.
Establish a clear career path
INDIVIDUALCOMMUNITY
ASSESS & TREAT
EDUCATE
RESPECT
TRUST
SUPERVISOR HEALTH CENTER DISTRICT
SUPPLIES
REPORT
COACH
SUPPORT
REPORT
REPORT
INSTRUCT
SUPPLIER
TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING
CHW
DIAGNOSTICS TOOLS ENABLERSCOMMODITIES
ASSESS TREAT EDUCATE REPORT
INDIVIDUALCOMMUNITY
ASSESS & TREAT
EDUCATE
RESPECT
TRUST
SUPERVISOR HEALTH CENTER DISTRICT
SUPPLIES
REPORT
COACH
SUPPORT
REPORT
REPORT
INSTRUCT
SUPPLIER
TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING
CHW
DIAGNOSTICS TOOLS ENABLERSCOMMODITIES
ASSESS TREAT EDUCATE REPORT
INDIVIDUAL CHWCOMMUNITY
SUPERVISOR
SUPPLIES
ENGAGE
INFORM
COACH
REPORT SUPPORT
REPORT
REPORT
SUPPORT
SUPPLIERHEALTH CENTER DISTRICT
THE SYSTEM IS THE EXPERIENCE
USER FREEDOM & CHOREOGRAPHING TOUCHPOINTS
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A UNIFYING SYMBOL
SHARED MENTAL MODELS: LIVING TOOLS FOR ASSESSING AND PLANNING
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EVALUATING INITIAL PROTOTYPES
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EXPERIENCE STRATEGY BEYOND SOCIAL IMPACT
INSIGHTS FROM THEIMPACT TOOLBOX
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INSIGHTS FROM THE IMPACT TOOLBOX
HUMAN CENTERED DESIGN.USER = COMMUNITY.PARTICIPATORY RESEARCH.IN-FIELD PROTOTYPING.
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PARTICIPATORY RESEARCH
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A PROTOTYPE IS WORTH 1000 REPORTS
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OF FALSE DICHOTOMIES
DESIGN THINKING & DOING, TOGETHER.AS THEY ARE MEANT TO BE.
49
INSIGHTS FROM THE IMPACT TOOLBOX
HUMILITY. EMPATHY.SHARED CULTURE. COMMUNITY ACTIVATION.
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GIRL EFFECT
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FROG’S COLLECTIVE ACTION TOOLKIT
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INSIGHTS FROM THE IMPACT TOOLBOX
THE POWER OF SHOWING THE INVISIBLE FORCES THAT HOLD COMPLEX SYSTEMS TOGETHER.
INDIVIDUALCOMMUNITY
ASSESS & TREAT
EDUCATE
RESPECT
TRUST
SUPERVISOR HEALTH CENTER DISTRICT
SUPPLIES
REPORT
COACH
SUPPORT
REPORT
REPORT
INSTRUCT
SUPPLIER
TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDINGRECRUITING UPGRADING
CHW
DIAGNOSTICS TOOLS ENABLERSCOMMODITIES
ASSESS TREAT EDUCATE REPORT
People are so thankful, perceiving the value and the concrete results of my work is the best part of it.
Unpaid and/or incentives (e.g. for bringing women to insti-tutional deliveries, vaccination days etc)
Lower-skilled public CHW
INDIACOUNTRY
CHW ARCHETYPE
Hi, my name is
Anjli
KEY NEEDS
Motivationstaying motivated over time
Trustbeing recognized as a provider of care within the community.
Clinical support identify symptoms, dosages, etc. to be able to provide quality support.
Logistics & operational supportout of stock risk, connection and collaboration with the healthcare system.
KEY TASKS
Educate community
Provide basic care & first aid
Facilitate womens’ & childrens’ access to care
Keep demographic records
LEVEL OF EDUCATION & LITERACY
TIME INVESTMENT
SHORT LONG
PAID UNPAIDLOW HIGH
LOW HIGH
PAYMENT
TRAINING
She may have a di!erent full-time job, she provides care in her village or travel to other villages during her empty slots on a weekly basis
Initial training of 3 weeks plus 6 months of close su-pervision
UNSTABLE MOTIVATION
Motivation comes primarily from the community. The villages provide a house/room for the visits and food.
BP+ frogTHINK / NY APRIL 29th
FIELD TRAVEL FIELD OFFICE GENEVA
ACTIVIST POTENTIALHUMAN RIGHTS
VIOLATION
VICTIM / WITNESS
Journalists, NGOs, Human Rights Organizations
SOCIAL & OPENMEDIA
INVESTIGATOR
interviews &site visits
witnessing &capturing
experiencing &witnessing
analysis &reporting
analysis &reporting
ANALYST
UN CASEDATABASE
EARLY WARNINGOFFICER
HUMAN RIGHTS WEBSITE(PUBLISHED REPORTS)
Collecting
Accessing
Collecting
Collecting
Holding / Accessing
Holding / Accessing
Holding / Accessing
Using
Using Using
Holding / Sharing Holding / Sharing
Sharing
Holding
Sharing
Sharing
Sharing
Sometimes even a pen and a block for notes can attract attention and result in security concerns.
Investigator
Field O!ce / FieldLOCATIONS
ARCHETYPE
Hi, my name is
Fabienne
KEY TASKS
Identifying human rights issuesUsing information from di!erent types of sources, including the media and civil society
Gathering information on al-leged human rights violationsInterviewing witnesses and others and visiting sites
Drafting reportsAnalyzing and organizing gathered information
Ensuring advocacy with relevant authoritiesFollowing up cases with authorities at the local and national levels
KEY NEEDS
Simplicity & ReliabilityPeople with low technical background can use it in barren environments
Mobilitysolutions have to be portable, long lasting and energy e"cient
Confidentiality & SecurityBoth of the information and the identity of the victims and sources
CommunicationStoring/transferring data and information to col-leagues
KEY TOOLS (TODAY)CUSTOMER JOURNEY
Pen, block, phone, GPS, Radio, laptop, voice-recorder, video recorder, Lotus Notes, database, satellite phone,
FOCUS
Providing first hand evidence for human rights violations through interviews and site visits.
Between field o!ce and incident locations. Trips vary in length and distance, but can take several days.
MOBILITY
LOW HIGH
Confidentiality and security has to be ensured during and after the collection of information.
NEED FOR SECURITY & CONFIDENTIALITY
INFORMATION LOAD
LOW HIGH
Besides information from interviews and site visits that accumulates over time, they scan news and media daily.
LOW HIGH
ICT ACCESS
Low bandwidth and sporadic access. No access in the field.
LOW HIGH
UN + ICT | GENEVA 2013 MAY 29th & 30th
FIELD OFFICEINVESTIGATOR
GETTING INFO ABOUTINCIDENTS
TRAVELLING TO LOCATION
INTERVIEWINGINFORMANTS
FIELD OFFICE
DOCUMENT &ANALYSE
DRAFT & SENDREPORTS
FIELD OFFICE STAYING IN AFIELD CAMP
55
INSIGHTS FROM THE IMPACT TOOLBOX
FOCUS.SUCCESS AT PRE-INTERNET SPEED REQUIRES PATIENCE, TENACITY AND OPTIMISM.TRUST REQUIRES TIME.
56
BACKPACK PLUS | UGANDA PILOT SAMPLES
57
INSIGHTS FROM THE IMPACT TOOLBOX
LONGITUDINAL ENGAGEMENTS.
58
GE FOUNDATION OXYGEN | KENYA & RWANDA
2 YEARS2 COUNTRIESBUSINESS MODELS
59
GSMA MOBILE FOR DEVELOPMENT mAGRI
2 YEARS6 COUNTRIESmAGRICULTURE SERVICES
60
INSIGHTS FROM THE IMPACT TOOLBOX
LARGE-SCALE PARTNER ENGAGEMENT.A VISION THAT’S LARGE ENOUGH FOR EVERYONE TO PLAY A ROLE IN IT.
61
CONFERENCE OR KICKOFF?
62
HUMAN EXPERIENCE IN THE CONNECTED ECONOMY
63
EXPERIENCE STRATEGY
WHEN THE SYSTEM IS THE EXPERIENCE,THE EXPERIENCEIS A SHARED ASSET.BETTER HAVE A STRATEGY TO CHOREOGRAPH IT.
64
INSIGHTS FROM THE IMPACT TOOLBOX
PRIVATE, SOCIAL & PUBLIC SECTOR PARTNERSHIPS.CREATING SHARED VALUE.
MICHAEL PORTER & MARK KRAMER, 2011
65
BusinessValue
SocietalValue
THE PROBLEM WITH SUSTAINABILITY & SCALE
66
( THE OBLIGATORY STRATEGIC VENN DIAGRAM )
BusinessValue
SocietalValue
67
SHARED VALUE FOR SUSTAINABILITY & SCALE
BusinessValue
SocietalValue
Shared Value
MICHAEL PORTER & MARK KRAMER, 2011
68
SHARED VALUE FOR SUSTAINABILITY & SCALE
BusinessValue
SocietalValue
DESIGN
69
IN OTHER WORDS...
DOING GOODIS GOOD BUSINESS.
70
INFAMOUS LAST WORDS
BACK TO THAT “WHY” QUESTION
ADVANCING THE HUMAN EXPERIENCE
DON’T BOTHER ME,I AM DREAMING.”
ANONYMOUS FARMER TESTING A PROXIMITY DESIGNS TREADLE WATER PUMP - AS REPORTED BY DEBBIE AUNG DIN71
“
THANKS!www.frogdesign.com/frogImpact
@freegorifero