In Indonesia, where there is a shortage of healthcare professionals, community health workers, or cadres, play a vital role as to support delivery of Primary Healthcare Services in Indonesia. This project aims to empower cadres with digital decision support tools to help them perform their jobs better in serving the community.

We started by listening deeply through interviews, observations, and co-creation sessions with cadres, healthcare professionals, and key stakeholders — from local leaders to the Ministry of Health. These insights shaped our design of a digital decision support tool, in the form of a mobile app for the cadres, and monitoring dashboard for local leaders and healthcare professionals. The tools were then implemented in Keerom, Papua and Surabaya, East Java. We built support systems (training sessions, video tutorials, and WA) to help cadres feel confident and capable in using the tool. And to understand the real impact, we used the ‘Most Significant Change’ framework and mapped stories from cadres, communities, and supervisors with Theory of Change.

The research is conducted in 3 provinces: North Sumatra, East Java and South Sulawesi, as representative of the west, central and east region of Indonesia to best represent the geographical context. This locations are selected as they have barriers in limited banking infrastructure, low economy and financial literacy but have good internet penetration and digital availability as the basic requirements of the adoption. 

The thick research uses an ethnographic approach to discover and document the onboarding journey of different segments in different services (agri-tech, mobile & digital banking, digital wallet, digital lending, QRIS, and government aid – PKH & Prakerja).

ECOSYSTEM & STAKEHOLDER LEVEL

As support systems and infrastructure are crucial in digital financial services adoption, we started by understanding the context and mapping the ecosystem. This includes observing the infrastructure in the system, their roles, the communication used, etc. From our initial landscape mapping, we identified several key stakeholders and gathered data through transect walk, shadowing, and in-depth interviews with key government and service providers stakeholders.

PRODUCT AND PERSONAL LEVEL

Understanding the products / services used and deep dive into the target group context, literacy and behaviors towards DFS as well as the detailed onboarding process. In this phase, we also dug deeper into findings from the ecosystem mapping and stakeholder & provider discovery. The data was collected from various methods such as intercepts, Focus Group Discussions, shadowing, fly on the wall to In-depth interviews.

The transformations of the education system conducted by the Indonesian Ministry of Education (Kemdikbudristek) prioritize fast and accessible information dissemination. In response, the ministry wants us to help them adjust their main website portal so that it can be easily accessed by any stakeholder under their service.

The goal is to find balance and harmony in different visual preferences according to multiple generations. Most of our explorations have involved an editorial design approach without forgetting the UIUX rules. We’re responding to these challenges by conducting several Usability Testing with 3 different target groups (Gen X, Millennials, and Gen Z) to understand all their aspirations, then conversing with our key stakeholders to understand the business directions and company visions. 

We also come upon the new branding, architectural, and interior elements to understand the new Sarinah transformation. Connecting and re-learning the importance of Sarinah from the experts has helped us to create a digital experience that feels cohesive with prideful Indonesian elements.

Helping one of the biggest state banks create the first-ever bank-owned digital lending product for two distinctive markets: micro and consumer segment. The micro segment would be focused on unsecured loan products while the consumer one would be credit limit.

To create a banking product in Indonesia we not only need to cater to the customers needs and business objectives but also need to make sure that we comply with the regulation set by Bank Indonesia (BI) & Otoritas Jasa Keuangan (OJK). Therefore from the start we worked closely with all the related parties within the client: business, IT, and the compliance departments. Together we did user research to understand the customers loan related behaviors and also came up with product strategy before creating the detailed interaction design of the products.