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.

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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

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INSIGHTS FROM THE IMPACT TOOLBOX

FOCUS.SUCCESS AT PRE-INTERNET SPEED REQUIRES PATIENCE, TENACITY AND OPTIMISM.TRUST REQUIRES TIME.

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BACKPACK PLUS | UGANDA PILOT SAMPLES

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INSIGHTS FROM THE IMPACT TOOLBOX

LONGITUDINAL ENGAGEMENTS.

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GE FOUNDATION OXYGEN | KENYA & RWANDA

2 YEARS2 COUNTRIESBUSINESS MODELS

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GSMA MOBILE FOR DEVELOPMENT mAGRI

2 YEARS6 COUNTRIESmAGRICULTURE SERVICES

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INSIGHTS FROM THE IMPACT TOOLBOX

LARGE-SCALE PARTNER ENGAGEMENT.A VISION THAT’S LARGE ENOUGH FOR EVERYONE TO PLAY A ROLE IN IT.

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CONFERENCE OR KICKOFF?

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HUMAN EXPERIENCE IN THE CONNECTED ECONOMY

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EXPERIENCE STRATEGY

WHEN THE SYSTEM IS THE EXPERIENCE,THE EXPERIENCEIS A SHARED ASSET.BETTER HAVE A STRATEGY TO CHOREOGRAPH IT.

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INSIGHTS FROM THE IMPACT TOOLBOX

PRIVATE, SOCIAL & PUBLIC SECTOR PARTNERSHIPS.CREATING SHARED VALUE.

MICHAEL PORTER & MARK KRAMER, 2011

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BusinessValue

SocietalValue

THE PROBLEM WITH SUSTAINABILITY & SCALE

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( THE OBLIGATORY STRATEGIC VENN DIAGRAM )

BusinessValue

SocietalValue

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SHARED VALUE FOR SUSTAINABILITY & SCALE

BusinessValue

SocietalValue

Shared Value

MICHAEL PORTER & MARK KRAMER, 2011

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SHARED VALUE FOR SUSTAINABILITY & SCALE

BusinessValue

SocietalValue

DESIGN

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IN OTHER WORDS...

DOING GOODIS GOOD BUSINESS.

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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

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THANKS!www.frogdesign.com/frogImpact

@freegorifero