PharmAccess is an international non-profit organization using technology as a tool to improve health care in Sub-Saharan Africa. One of their programs focuses on Quality Improvement (QI) in hospitals.

Service Transformation


In July 2018, we embarked on a holistic exercise to understand the ecosystem in which quality improvement exists for resource constrained private hospitals in Nairobi and its outskirts. With a better understanding of this context, we were able to ensure that the right challenge was being addressed by our client and that the user needs being met were based on the identified challenge.

We chose to rely on the Human Centered Design approach to create a framework.
Design Principle 1: Inclusive Design
Embracing the widest spectrum of the programs users, as healthcare service providers.

Design Principle 2: Holistic empathy
Engaging all stakeholders in their environment needs.


Design Research

Understanding the context in which QI existed was a necessary first step to transforming the service provided by PharmAccess. We explored different areas, to uncover potential opportunities:

In-depth interview to understand the ecosystem of QI within the hospital.

Turning the learnings into insights.

Ideating and co-creation

Ideation Workshop

A 2 day workshop immersed the users of the solution to be developed into the creation process and allowed us to clearly define the existing opportunity by answering the key project question ‘Might we design a digital tool that enables hospitals and clinics to improve quality standards?’ Our all star team of users included hospital service providers, quality improvement assessors and the PharmAccess team.
The workshop validated the need for the SafeCare tool and highlighted opportunities for scaling in the future. During the workshop we were able to:

Generating ideas for the digital tool

The attendees answered with a definitive yes to the project question (‘How might we design a digital tool that enables hospitals and clinics to improve quality standards?’) and expounded on the tool functions and expected impact.

Manual & Analog Processes to Digital Services

Design System

In alignment with our objective of providing comprehensive guidelines for a digital QI tool, the focus was translating manual activities to digital processes.

Iterating and validating features of the digital tool for maximum efficiency.

Experience Design

The insights formulated from the field research and ideation workshop highlighted the need for a scalable, functional and simple platform interface. Our user-centric approach means all elements of the interface function together to ensure a simple, coherent and pleasant experience for the people using the system.

Samples of relatable and goal oriented user interactions on the app.


Once adopted, the key impact expectations to both the healthcare providers and Pharmaccess in the short and long term are corresponding to the experience of the SafeCare digital tool, i.e. simple and desirable, scalable and achievable. This increases the value of the Safecare program holistically.

Value created on the new transformation