‍D-Tree is an innovative tech-led NGO that uses digital and mobile solutions to improve health outcomes. In Zanzibar, they combine new technology with the more traditional, boots-on-the ground, community health worker structure.Community health workers now have an app called “Jamii Afya” on their mobile that guides them in coaching pregnant women through the pregnancy journey. It also helps them make referrals and track the women’s progress.

But D-Tree had a major challenge. Their technology and community health workers were highly effective when clients (pregnant women) were engaged from the first trimester through post-partum. However this continuum of care was often delayed or broken, resulting in fewer touchpoints between their community health workers (with their mobile app) and clients. What barriers were keeping women from attending all their recommended ANC visits? Why were so many dropping off the radar after an initial consultation with a D-Tree community health worker? And most importantly, what could we do to close these gaps?

To find out, our team went into the field to listen, learn, and design in the field. They tagged along with community health workers, pregnant women, clinics, D-Tree staff and unpacked the Jamii Afya app.

The outcomes were transformational to D-Tree’s mission:

1.  In-depth behavioral journey maps for multiple audience segments, allowing us to pinpoint the exact moment when an intervention can be applied to ensure clients continue with care.  
2. Identifying design opportunities that can help D-Tree focus its resources for maximizing results. 
3. 2 fully realized design solutions that D-Tree can implement and scale to close these gaps.  

While this is a healthcare project, the lessons learned can be applied to a range of sectors.Lesson 1: Don’t leave research only to researchers. Train designers to be expert researchers‍Lesson 2: Magic happens when designers get out of the office, away from their screens, and start designing in the field with clients.