Transforming complexity: A human-centred design approach to engage young people in the Philippines with dialogues about HIV service delivery
Human-Centered Service Design for Healthcare Transformation: Development, Innovation and Change
School of Arts and Humanities
Positive transformation in HIV and STI-related service delivery is complex as it involves emotional and cultural considerations. The project discussed in this chapter shows the importance of human-centred design (HCD) processes in encouraging young people to think, reflect, and visually map service delivery networks. The project involved interviews with service providers, while engaging young people in conversations and visual mapping exercises. Being the first initiative of its nature and context, the holistic view of the complex service system provides a platform for meaningful dialogues that could generate transformative pathways in the ways young people navigate the health system. The outcome is different from big data approaches, geo-spatial mapping, and administrative taxonomies, as the HCD approach generates richness in the storytelling of complex social systems where young people were enabled to discuss their environment and sketch those health systems out.