Friction Points §
Using the Health Strands framework, inflection points in health seeking journeys were analyzed to better understand the sources of frustrations, (at times, satisfaction or in rare occasions, even delight) of health seekers, which emerge from stresses in physical health but also can easily emerge from stresses in financial, social or spiritual health amongst others.
These frustrations and failures were identified, categorized, clustered and labeled. Connections between these were explored and what emerged was essentially a set of Frictions — gaps between health seeker expectations from the healthcare system, and what those providers (primarily public health but even other types of providers such as private healthcare or traditional practitioners) were willing and able to provide them.
Apart from being barriers, these frictions, perhaps more importantly, present opportunities for interventions and innovations. These frictions fall within two broad and interrelated buckets of the typical health journey and the [lack of] enabling factors that contribute to the success [failure] of the health journey.
Design Principles §
The team framed considerations to address the frictions identified during the course of a seekers journey. These considerations were then aligned with objectives of the public health systems. In this exercise, we relied on an extensive literature review of and interview with existing innovators, both within public health systems as well as those outside of it. Further, the team also sought inspirations from workarounds that communities and individuals have design to overcome frictions they face in accessing and receiving healthcare.