Demand for Health Services

A human-centred field guide for investigation, understanding and response

mother holding child

This field guide introduces human-centred design as an approach to address challenges related to community demand for basic health services such as immunization.

The human-centred design is a problem-solving process that begins with understanding the human factors and context surrounding a challenge. It requires working directly with users — the people who use the service or deliver the solution — to develop new ideas that are viable and appropriate in their context. Designing for people and their everyday actions help uncover and solve the right problems using local capacities and minimal resources.

This Field Guide focuses on three specific things:

A research methodology that focuses on in-depth interactions with people.

A design methodology that allows for the generation of innovative solutions.

An implementation strategy that plans in advance for adaptation.

A Human-centred Approach


Process Overview

Problem Definition

Begin with a problem rather than a solution.

Critical Reflection

Challenge assumptions we bring to situations.

User Research

Multi-method approaches mix observations and interviews.

Experimental Solutions

Generate ideas and test them with users.

Continuous Learning

Adjust and improve ideas over time.


Complete Manual

Download the 170 page Field Guide, including in-depth instruction, tools, and examples for every stage of the process. It also includes footnotes that reference the comprehensive research the guide is grounded in.

Process Map

A visual overview of the five big questions to move through when investigating and responding to challenges involving users.


The 35-page workbook provides a summary of each step of the process and its associated tools. It relies on the use of sticky notes, encouraging your team to be iterative and nimble in your approach.

Digital Interventions Toolkit

Created in collaboration with the Global Innovation Centre, this toolkit follows the same process, with additional concentration on incorporating technology-focused considerations.