DESIGNINGFOR

HEALTH

IN AHEALTHY

WAY

SERVICE DESIGN AND INNOVATION FOR DEVELOPMENT AND HEALTH

CUSTOMER EXPERIENCE?

HAPPINESS:)

HEALTH

OVERSIMPLIFICATION OFHEALTH THROUGHTECHNOLOGY

CHOICESFEELINGSMOODSBELIEVESACTIONS

ENVIRONMENTACCIDENTSINTERACTIONS

HEALTH IS A COMPLEX JOURNEY

PUT PEOPLE AT THE CENTRE

OF DESIGNING A SOLUTION

ENGAGE WITH THEM THROUGHOUT

OBSERVE PEOPLE , THEIR RELATIONSHIPS AND

ACTIONS

TALK WITH WOMEN, FAMILY MEMBERS AND

HOSPITAL STAFF ABOUT THEIR PERCEPTIONS

TO IDENTIFY IDEAS AND SOLUTIONS TO IMPROVE

THE QUALITY OF CARE

THEN DESIGN & BUILD TOOLS

TOGETHER

AND TRY THEM OUTIN PRACTICE

COLLECT FEEDBACK AND IMPROVE THEM

DISCOVER & DEFINE

DESIGN & BUILD

AND LEARN HOWTHEY AREDIFFERENT THE RESCUER

THE IMPROVERTHE SURVIVOR

THE FOLLOWER

Less skillsLack of support

UncertaintyClinical process

ExperienceIntuitionAuthorityEmpathy

Con

text

of

wor

k

Way of working

Sharing work in teamsComplications are taken care in the facility

Often working aloneComplications lead to referrals

LOOK AT THE BIG PICTURE

SERVICE SYSTEM

SERVICE DELIVERY

SERVICE EXPERIENCE

COMMUNITY

FACILITY

COMMUNITY

FACILITYrural / low volume urban / high volume

LOOK AT THE EXTREMES

SHIFT YOUR PERSPECTVE

DISCOVER

& DEFINE

Envision

The big pictureDiverse insights

Opportunitiesidentified

Learn Analyse Synthesize

EXPAND FOCUS

Co-design Build & test Refine

EXPAND FOCUS

DESIGN

& BUILD

Manyalternatives

Refined solution

MAP THEIR JOURNEY

PERCEPTIONS, EXPERIENCESDURING PREGNANCY & BIRTH

KNOWLEDGE AND INFORMATIONSEEKING BEHAVIOR

INTERACTIONS BETWEENSTAFF AND CLIENTSCLINICAL PRACTICES AND ROUTINES

MYTHS AND RELIGIOUSBELIEVES

BARRIERS AND OBSTACLES DECISION MAKING

TAP INTO MANY DIRECTIONS

SPOT THE DIFFERENCESREACH ENGAGE ACTIVATE NURTURE

INTEREST INSTANT BENEFIT VALUE PROVIDED RELATIONSHIP

AT DIFFERENT TIMES

PRIORITIZE AND SIMPLIFY

Ease of documentation, auto-complete,fast track, quick input, recording

Reminders,alerts, help button

Ward overview

Monitoring

Midwife toMO communi-cation

Quick lookup ofcontent

Personal information

“It’s frustrating to see when decisions are postponed. But I cannot do things out of the scope of my work – I just cannot take her to theater by myself.”

The Rescuer

CREATE SCENARIOS

BUILD, TEST AND FAIL FAST

THINK ABOUTBRANDPROCESSTRAININGINTERACTIONRECOVERYINFORMATIONSYSTEMINTERFACE

DESIGN

DESIGN

Course of action aimed at changing existing situations into preferred ones

“This makes my mind think big”

“This makes me focus on one thing”

“If we need help we just shout and hope someone comes. Having a tool to call for help would really be useful“

“No one has a full overview on what is going on. We just see the bits and pieces and therefore sometimes its challenging to prioritize right“