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Visual Frameworks to Drive Innovation Processes

Designing complex services involving a large number of actors and many different channels (like healthcare services) can benefit from the use of visual frameworks to help drive and accelerate design processes.
The Backpack Plus project (frog + UNICEF) is a tangible example of how a visual framework can help designing a comprehensive systemic solution, and evolve across the different stages of the design process.

Information Design Matters, London 2014

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Visual Frameworks to Drive Innovation Processes

  1. 1. CARE COMMUNITY HEALTH SYSTEM CHW TRUST CARE SUPPORT REPORT CARE VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES INTRODUCING BACKPACK PLUS a frog + UNICEF case study INFORMATION DESIGN MATTERS | LONDON 2014 Chiara Diana, Roberta Tassi
  2. 2. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  3. 3. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog UGANDA | SEPTEMBER 2013
  4. 4. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog UGANDA | JUNE 2013
  5. 5. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  6. 6. FROM A DISCONNECTED SET OF DIAGNOSTIC TOOLS AND MEDICAL COMMODITIES TO A WELL-ORCHESTRATED EXPERIENCE THAT IMPROVES CHW EFFECTIVENESS. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  7. 7. FROM GENERIC STORAGE AND CARRYING SOLUTIONS TO A SYSTEM DESIGNED TO EASILY ADAPT TO EVOLVING CHW NEEDS. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  8. 8. FROM ONE-WAY DATA FLOWS TO CLOSED AND EFFECTIVE FEEDBACK LOOPS THAT PROVIDE REAL-TIME ACCESS TO ESSENTIAL INFORMATION. frogVISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI
  9. 9. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog FROM IRREGULAR TRAINING SESSIONS TO A CONTINUOUS LEARNING MODEL THAT TARGETS CHWS BUT ALSO ACCOUNTS FOR THE NEED TO EDUCATE THEIR COMMUNITIES. FROM FRAGMENTED INCENTIVE PROGRAMS TO A CLEAR HIERARCHY OF ROLES, RESPONSIBILITIES, BENEFITS AND OPPORTUNITIES FOR GROWTH OVER TIME. FROM CLOSED ECOSYSTEMS TO INTEGRATED PUBLIC AND PRIVATE SECTOR INITIATIVES AIMED AT BETTER SUPPORTING CHWS AND SUPERVISORS. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI
  10. 10. UNICEF, MDG HEALTH ALLIANCE, SAVE THE CHILDREN CAME TO US WITH A SPECIFIC CHALLENGE HOW TO DESIGN A COMPREHENSIVE AND SYSTEMIC SOLUTION TO EMPOWER COMMUNITY HEALTH WORKERS AT A GLOBAL SCALE? VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI NEW YORK | APRIL 2013 frog
  11. 11. TOOLS THAT SUPPORT SYSTEM THINKING ARE NEEDED TO MANAGE THE HIGH COMPLEXITY OF A GLOBAL SOLUTION, BUT WHERE TO START? VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI UNICEF, MDG HEALTH ALLIANCE, SAVE THE CHILDREN CAME TO US WITH A SPECIFIC CHALLENGE NEW YORK | APRIL 2013 frog
  12. 12. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog THE CHW IS AT THE CENTER...
  13. 13. CARE COMMUNITY HEALTH SYSTEM SERVICES TOOLS CHW TRUST CARE SUPPORT REPORT CARE VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog ...OF A COMPLEX ECOSYSTEM
  14. 14. 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 frog 01 / DESIGN WE CREATED A VISUAL FRAMEWORK TO DESCRIBE THE CHW- CENTRIC MODEL
  15. 15. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog 02 / COLLABORATION WE USED THE FRAMEWORK TO DISCUSS AND ALIGN THE POINT OF VIEWS OF ALL THE PARTNERS INVOLVED
  16. 16. 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 FEEEDBACK SCORECARD HOUSEHOLD REGISTER HEALTH PROMOTION MESSAGES MISOPROSTOL IPT JOB AIDS ED. MATERIALS VISIT REGISTERREFERRAL FORMS STOCK REGISTER RAIN BOOTS RAIN COAT TORCH, LIGHTPENCILS, PENS SOLAR CHARGER MOBILE PHONE VITAMIN A mother VITAMIN A children PILLS CONDOMS PREGNANCY TEST INJECTABLE RUTF SCALE HIV TEST DEWORMING (Albendazole) MAMA KIT 1|PREGNANCY&NEWBORNCARE2|FAMILYPLANNING3|MALNUTRITION4|HIV5,6,7|ADVANCEDSETS8|MAMAKITBASICSET TOOLS JOB AIDS ED. MATERIALS VISIT REGISTERREFERRAL FORMS STOCK REGISTER frog 03 / MAPPING WE MAPPED ALL THE DIGITAL, PHYSICAL AND SERVICE COMPONENT NEEDED TO EMPOWER CHW VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI
  17. 17. ON DEMAND RESUPPLY (supervisor) 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 REGULAR REFRESHER CHW LIST Define reference recruiting criteria RECRUITING TRAINING SERVICE DELIVERY REVIEWING RESUPPLY REWARDING UPGRADING Create modular training plans to enable incremental learning and differentiate 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 different 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 different 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 effective forecasts. Maximize resupply efficiency 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 efficiency 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 STANDARD PROTOCOLS REFERENCE MATERIALS VISIT TRACKING STOCK TRACKING HOUSEHOLD TRACKING BASIC MODULE ON EDUCATION SPECIAL MODULES (e.g. RDT) CHW CERTIFICATION BASIC MODULE ON ICCM REFERENCE MATERIALS MOBILIZATION FOR SPECIAL EVENTS BEHAVIOR CHANGE DEMONSTRATIONS STANDARD PROTOCOLS REFERRAL PROTOCOLS REFERRAL TRACKING REFERENCE MATERIALS ONE-TO-ONE REVIEWS SPORT PERFORMANCE CHECK GROUP REVIEWS ‘LEAVE-BEHIND’ INSTRUCTIONS EDUCATIONAL GAMES RESUPPLY BY CONSUMPTION ADDITIONAL TRAINING MODULES GRATIFICATION BY BRANDED KIT REIMBURSEMENTS (e.g. TRANPORT) INCENTIVES THROUGH GADGETS FACILITATION BY BASIC ENABLERS CARRIER PATH PERFORMANCE BASED REPORT ASSESS TREAT EDUCATE REPORT BASICCOMPONENTSNENTSINDIVIDUALCOMMUNITYSUPERVISORCLINICDISTRICTSUPPLIERDESIGNPRINCIPLES 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 effective forecasts. Maximize resupply efficiency by communicating availability of stocks. Bring the supplies as close as possible to CHWs by leveraging Optimize access and system efficiency 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 frog 03 / MAPPING WE MAPPED ALL THE DIGITAL, PHYSICAL AND SERVICE COMPONENT NEEDED TO EMPOWER CHW VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI
  18. 18. MAPPING PRIVATE OPPORTUNITIES04 / SCALABILITY WE EVOLVED THE FRAME- WORK TO DESCRIBE & COMPARE DIFFERENT MODELS VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  19. 19. 05 / ASSESSMENT TOOL WE TURNED THE TOOL INTO A GRID TO ASSESS DIFFERENT COUNTRIES AGAINST A COMMON STANDARD VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog
  20. 20. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI frog A LIVE FRAMEWORK THAT IS CONTINUING TO EVOLVE (WITHOUT US)
  21. 21. VISUAL FRAMEWORKS TO DRIVE INNOVATION PROCESSES CHIARA DIANA + ROBERTA TASSI LONDON | APRIL 2014 EVERY TIME WE DEAL WITH HIGHLY COMPEX SERVICES INVOLVING A LARGE NUMBER OF ACTORS AND MANY DIFFERENT CHANNELS WHY AND WHEN DO VISUAL FRAMEWORK HELP DRIVING INNOVATION PROCESSES? LIKE HEALTHCARE SERVICES frog
  22. 22. T h a n k s

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