Image by World Bank
How might teams around the world deliver more people-centered health services and programs?
Client: World Bank
My role
Program lead: Project management, design direction
Design strategy: HCD method creation, roadmapping, facilitation, capacity building
Collaborators: Hannah Hoffman (Design), Neeti Nundy (Executive Sponsor), John Rousseau (Executive Sponsor)
Opportunity
Establish a vision and process for practicing human-centered design at the World Bank and across teams that deliver health services and programs, in all countries supported by the World Bank.
Impact
Developed a model for HCD specific to the World Bank and global health service delivery. Helped teams embrace a human-centered mindset and practice human-centered methods by launching an HCD digital guidebook, including four custom methods.
Overview
The World Bank's Health, Nutrition, and Population Global Practice supports countries in designing and implementing health services and interventions with the goals of increasing access to high quality, affordable health care worldwide.
The World Bank partnered with Artefact during a 6 month program to determine how to operationalize HCD, so that across all types of health areas, ranging from nutrition to HIV, and countries ranging from Madagascar to Indonesia, how teams could practice HCD so that they could deliver more people-centered services that meet people where they are. This in turn would lead to higher quality services and increased adoption, use, and demand for services.
Process
Immerse + understand
Artefact interviewed dozens of World Bank staff to understand how task teams currently support client country projects and the delivery of people-centered primary health care and services. After identifying key opportunities for HCD in Bank operations, we co- created and validated custom HCD methods with Bank staff.
We also audited external HCD and global health initiatives and leveraged our expertise in building the capacity of organizations to adopt HCD. This allowed us to identify opportunities for the Bank to contribute to the global practice of HCD and better support the needs of client countries.
Define + co-create
Facilitated remote brainstorm sessions; identify moments that matter and develop ideas for key methods
Design + deliver
Content creation, validation and improvement with stakeholders
Our upfront research and immersion informed our approach for HCD at the Bank and across client country teams.
Teams vary greatly in their familiarity with HCD, domain, and project focus.
appropriateness to health context is key
meet them where there are
practice a lil versus more skeptics vs. early adopters
flexibility in mode of use
No time or incentive, everyone busy.
resistant to things are perceived to take longer
don't want checkboxes
must integrate with existing workflow
contexts and domains area really different
Meetings between World Bank and client country teams are key moments for decision-making and introducing new approaches.
“How do we get everyone out of the Radisson?”
target them
To advance human-centered design maturity, change must occur on 3 levels: culture, mindset, and methods.
Culture
HCD Model
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Moments that matter
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HCD Roadmap + Design Maturity
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Mindset
Reflective Questions
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Conversation Sparks
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Methods
HCD Digital Guidebook
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Custom Methods for Health Service Delivery
Stakeholder Mapping and Archetypes
Learning Plan
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Impact
“I’m glad the Bank has invested in this.”
"QUOTE ABOUT HOW THIS IS THE FIRST TIME PEOPLE UNDERSTAND HOW TO PRACTICE HCD”