The mHealth Design Toolkit is a collection of insights, tools and key principles to increase adoption and customer uptake of mobile health services by involving end-users in the service development process.
mHealth services have faced challenges in attaining scale and adoption. In many cases, these challenges can be overcome by adopting a user-centric design approach. Developed in partnership with frog, this toolkit provides guidance on how to bring end-users into service development process, helping mHealth providers to build services that truly resonate with their end-users.
Segmenting customers by user and age does not reveal who they are
To design a meaningful service, it is important to not reduce people into 2-dimensional abstractions. Instead, design a service that considers people in their full complexity, taking into account the context of their lives.
A service should be created with the whole community in mind, not just one single user
Users do not live in a bubble. Consider how their community affects interactions with the service, and how the service can take advantage of that community.
The aspiration of mHealth services often do not resonate with user aspirations
Successful services must address true needs of their end-users - everything a service does should be aligned to address this need.
Nutrition is not scientific, it is subjective and highly cultural
Nutrition is not just a combination of nutrients and public health practices. It is an integral part of people’s identity and culture, which must be considered when designing an mHealth services.
DO NOT REPLACE HUMAN NETWORKS WITH VIRTUAL NETWORKS
Mobile services allows to reach people at an unprecedented scale. However, face-to-face interactions with users are important to build initial trust and make users comfortable with new technologies.
Localising the service does not just mean translating words into local languages
It is important that health messages offer medically accurate advice. However, it is just as important that messages are actionable by giving recommendations that recipients are able to implement easily at their location.
Wording matters. Even if it's only 20 characters long
It is not only what you say, but how you say it
How you say something is just as important as what you say - how you say something most effectively changes from place to place.
Continuous iteration: You will not get your service right the first time
A service will never be complete. To develop the best service possible, keep on learning, make changes on the learning, then learn some more, make more changes, and so on.
Sustainable revenue will not come only from one source
Services should not rely on a single source of revenue. Instead, they should develop a portfolio of different revenue streams.
About the GSMA
The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 250 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and Internet companies, as well as organizations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, and the Mobile 360 Series conferences.
For more information, please visit the GSMA corporate website at www.gsma.com. Follow the GSMA on Twitter: @GSMA
frog is a global design and strategy firm. We transform businesses at scale by creating systems of brand, product and service that deliver a distinctly better experience. We strive to touch hearts and move markets. Our passion is to transform ideas into realities. We partner with clients to anticipate the future, evolve organizations and advance the human experience.
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For more information, please visit the frog website at www.frogdesign.com. Follow the frog on Twitter: @frogdesign