Toolkit for Human Centered Design by Radboudumc REshape

Human Centered Design Toolkit
Made by Radboudumc REshape Center, inspired by many
v1.6.1

Project CreatorDate
toolkit.reshapecenter.com
Human Centered Design
1 Gathering information
What will you do to understand your
stakeholders? How will you get in
touch with them? What will you ask?
3 Framing the challenge
How will you define what the real
challenges, needs and problems are?
5 Creating a future frame
How might you describe what the
future looks like? What would this
project change? Think big! Describe
your vision for the future.
7 Building a prototype
How can we visualize our concepts
and make them tangible? How can
we learn from building?
8 Testing your prototype
How can we test our prototype? With
whom? For how long?
6 Ideate for first steps
How might we ideate on the first
steps? How can we use creative tools
to think of new solutions, processes
and models to work on the challenge.
4 Reframing the challenge
How will you use different
perspectives and to reframe the
challenge?
2 Mapping information
How will you visualize your information
to get better insights? How will you use it
to inform stakeholders so that they give
feedback?
Define EnvisionUnderstand Prototype
This template was created by Robin Hooijer at Radboudumc REshape Center and is licensed under the
Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International Licence.
To view a copy of the licence, visit http://creativecommons.org/licenses/by-nc-sa/4.0/
The steps below describe the Human Centred Design framework, also known as ‘Design Thinking’. You can use them to plan your activities for your project.
The numbering is just for guidance, in reality the framework allows you to go back and forth based on new insights.

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Empathy map
1 Who are we empathizing with?
Who are we trying to under-
stand? What is their situation
and role in that situation?
2 What are their goals?
What are they trying to
achieve in their situation?
What would we like them to
achieve?
3 What do they see?
What do they see in their
environment? How do they
get their information?
4 What do they say?
What have we heard them say?
What have others heard them
say?
5 What do they do?
What are their daily/weekly
activities?
What behavior have we observed?
What don’t they do that other do?
What are they hearing others say?
It doesn’t matter wether it’s the
truth or not, they might be
misinformed.
6 What do they hear?
What are their
fears, frustrations
and anxieties?
What are their
needs, hopes and
dreams?
7 What do they think
and feel?
PAINS GAINS
This template is based on the Empathy Map v2 template, made by Dave Gray (xplane.com). A copy of the
original template can be downloaded for free at http://gamestorming.com/empathy-map

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Stakeholder map
Target
group?
International
National
Local community
Daily life
Each section can be
used to categorize
stakeholders relevant
for diﬀerent topics. For
example: Social life,
medicine, healthcare,
rehabilitation.
Who is your target
group?
E.g. Familymembers,
friends, homecare.
E.g. GP, physiotherapist, pharmacist,
sportsclub, communitycenter
E.g. Hospital, insurer, online
communities (native)
E.g. Online communities
(international), specialized
foreign care
This template is based on the DIY-Toolkit made by ©Nesta under the Creative Commons
Attribution-NonCommercial-ShareAlike 4.0 International Licence.

Project CreatorDate
Influencer Map
3 Plan your stakeholder management
Define if and how you’re going to involve and inform certain stakeholders.
Who will be the main point of contact for them? What might be their goals and
do these goals align with your own goals?
Meet their needs
Monitor
Manage closely
Keep informed
Meet their needs
Monitor
Manage closely
Keep informed
This template was created by Robin Hooijer at Radboudumc REshape Center and is licensed
under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International Licence.
Influence
H
H
H
HL
L
L
L
Interest
Influence
Interest
1 Define internal influencers
Who or which departments in your organisation
might be affected by the topic you’re focussing on,
who might influence the outcomes of your project?
2 Define external influencers
Who or which organisations might be affected by the
topic you’re focussing on, who might influence the
outcomes of your project?

Project CreatorDate
Feedback card
1 Can you relate to the story?
Why (not)? What sounds
familiar and what doesn’t?
2 What pains and/or diﬃculties do you hear?
Why (not)? What sounds
familiar and what doesn’t?
3 What insights did you have during/after the story?
It t might be a quote from the story, a sudden realisation
or any insight that you’d like to share. What might sound
simple and logical for your could be new for others!

Project CreatorDate
Facts & Figures
1 Targetgroup
How many people have the
disease you’re looking into?
At your institution? In your
country? Globally?
Is this number
increasing/decreasing?
Demographics?
What sub-groups can be deﬁned?
How big are those groups?
2 Disease related
What’s the disease?
What causes the disease?
Can it be prevented?
What are the symptoms?
How does someone get a
diagnosis?
What are important vital signs to
monitor the disease?
How does the disease progress?
What happens when left
untreated?
How many people die from the
disease? At your institution? In
your country? Globally?
3 Costs
What does treatment cost?
What are the costs for your
institution? .. for your country?
..globally?
What are the costs of medicine?
Per month/year?
How much does a complication
cost that leads to hospitalisation?
4 Developments
What are recent developments for
the disease?
Innovations? Technologies?
Scientiﬁc publications?
Changes in policies or legislation?
What possibilities are expected in
the near future (1 - 5 years)?

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Journey Mapping A
1 Phases
2 Activities
3 Emotions, thoughts &
Quotes
Describe the phase that a
person is in, it might be disease
or treatment related but can
also be more general like
‘symptoms’ or ‘diagnosis’.
Describe the activities that
occured in these phases. They
can range from cycling and
feeling the ﬁrst symptoms to
walking into the doctor’s oﬃce
to get a diagnosis.
Describe what the person was
feeling, thinking and saying at that
time. Focus on empathizing.
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Journey Mapping B
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Journey Mapping
1 Phases
2 Activities
3 Emotions, thoughts &
Quotes
Describe the phase that a
person is in, it might be disease
or treatment related but can
also be more general like
‘symptoms’ or ‘diagnosis’.
Describe the activities that
occured in these phases. They
can range from cycling and
feeling the ﬁrst symptoms to
walking into the doctor’s oﬃce
to get a diagnosis.
Describe what the person was
feeling, thinking and saying at that
time. Focus on empathizing.
4 Emotionmeter
Create a graph that shows the
positive or negative emotions.
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This template was created by Robin Hooijer at Radboudumc REshape Center and is under the

Project CreatorDate
Service blueprint
2
1
Evidence
Time
What are non-human elements
(both digital and physical) that
interact with the customer?
State the time that is spend on a
speciﬁc activity.
3 Customer journey
Which steps do our customers
take?
4 Actions
FRONTSTAGE
BACKSTAGE
SUPPORT
Which steps do our employees
take that are visible to our
customer?
6 Actions
Which steps do our frontstage
employees take that are not
visible to our customer?
7 Actions
Which steps do other employ-
ees take, that are not visible to
the customer and are needed to
support the frontend employ-
ees in their tasks.
5 Technology
Which pieces of equipment and
technology do our employees
use?
LINE OF INTERACTION
LINE OF VISIBILITY
LINE OF INTERNAL INTERACTION

Project CreatorDate
Service blueprint
This template was created by Robin Hooijer at Radboudumc REshape Center and is under the
2
1
Evidence
Time
What are non-human elements
(both digital and physical) that
interact with the customer?
State the time that is spend on a
speciﬁc activity.
3 Customer journey
Which steps do our customers
take?
4 Actions
FRONTSTAGE
BACKSTAGE
SUPPORT
Which steps do our employees
take that are visible to our
customer?
6 Actions
Which steps do our frontstage
employees take that are not vi-
sible to our customer?
7 Actions
Which steps do other employ-
ees take, that are not visible to
the customer and are needed to
support the frontend employ-
ees in their tasks.
5 Technology
Which pieces of equipment and
technology do our employees
use?
LINE OF INTERACTION
LINE OF VISIBILITY
LINE OF INTERNAL INTERACTION

Project CreatorDate
Project focus
2 Which needs are identified?
Make a list of all needs that have been identified.
Be as specific as possible. Example: Someone
does not need an app to contact his/her caregi-
ver, but they need a way to know what to do in a
certain situation and currently rely on their
caregiver to give them the answer.
3 How might we..
Define a ‘how might we..’ question for each need.
For example: How might we give <people with
diabetes> a <trusthworthy source of information>
so that they <know what to do in situation X>.
4 User stories: I need a way to .. so that I can ..
Translate the ‘How might we’ questions to the
end-user’s perspective. Define the activities that
the end-user needs to do and the reason why these
activities are needed.
Describe the target audience. Designing for
mulitple groups? Then use a different sheet for
each group.
0 Who are we designing for?1

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Reframing 5Q’s
1 Who? 2 Who benefits?
Who benefits from the
current situation? It might
be because of financial
reasons, but could also be
time or status related.
Who is experiencing the
problem and how?
3 What are the
unwritten rules?
What activities, procedures
or expectations are not
defined by policies,
protocols or legislation.
4 Can we make it
smaller?
Can we make the problem
smaller by identifying
sub-parts of the problem or
by defining multiple topics
for the problem.
5 Why is it a
problem?
Using all the information
already available, can we
explain why the problem is
actually a problem that
needs to be solved?
0 Describe the problem / challenge
Sketch to explain! Sketch to explain! Sketch to explain! Sketch to explain! Sketch to explain!

Project CreatorDate
5 Why’s
1 Why is this a
problem?
2 Why? 3 Why? 4 Why? 5 Why?
0 Describe the problem / challenge
Guidelines for this template
Write down the problem and make sure that all people understand it
Distinguish causes from symptoms.
Make sure that root causes certainly lead to the mistake by reversing the
sentences created as a result of the analysis with the use of the
expression "and therefore".
Look for the cause step by step. Don't jump to conclusions.
Base our statements on facts and knowledge, test your assumptions.
Assess the process, not people: Never leave "human error", "worker's
inattention", "person x" as the root cause.
Ask the question "Why" until the root cause is determined.
Aside from looking at the root cause, it can also be very useful to describe
what the result of the problem is and why that isn’t desirable.

Project CreatorDate
Headlines of the future
2 What is your vision and/or dream for this
group?
Taking the target group and their needs in to account, what would be
your dream or vision on how the future would look like? Use max 4
sentences
3 Headline
Write the down the headline that people can read in the
media about this project 10 - 15 years after today. Add 2 - 3
sentences with a short introduction of the article. Then
draw an image or graph in the grey dahed area below that
could go alongside the atrticle. Dream big!
Summarize who the target group is and what
their biggest needs are
0 Who are we designing for and what do they need?1
4 What would be the biggest change
compared to the way you currently work?
Describe how your own role in health(care) will change when the
headline becomes reality.

Project CreatorDate
3 horizon model
Use the McKinsey Horizon model to plot visions, future headlines or
projects. Read the descriptions to see where to place the items.
After plotting them discuss wether the group agrees on the items in
horizon 3 and wether the items in horizons 1 and 2 help in getting to
the items in horizon 3.
0 Use the horizon model to plot visions
Items on horizon 1 are about optimising the current system.
Using minor tweaks and adjustments to improve the process by
making it more efficient, cheaper or higher in performance.
Horizon 1: Optimising
Items on horizon 2 are about finding new ways to
deliver the same ‘value’ as before. These new ways of
doing things might open up new opportunities.
Horizon 2: New processes
Items on horizon 3 are about creating new
value. They focus on reframing what the target
group needs and finding a new approach to
adress that need.
Horizon 3: New value
1 0 Discuss the results2
This template is based on MckKinsey’s 3 Horizons of Growth, originally copyrighted by MckKinsey & Co.

Project CreatorDate
Business Model Canvas
This template is based on ‘The Business Model Canvas’ made by Buisness Model Foundry AG
Key Partners
Who are our key partners?
Who are our key suppliers?
Which key resources are we
acquairing from partners?
Which key activities do partners
perform?
Key Activities
What key acitvities do our value
propositions require?
Our distribution channels?
Customer relationships?
Revenue streams?
Key Resources
What key resources do our value
propositions require? Our distribution
channels? Customer relationships?
Revenue streams?
Customer Relationships
What type of relationship does each of
our customer segments expect us to
establish and maintain with them?
Which ones have we established?
How are they integraded with the rest
of our business model?
How costly are they?
Customer Segments
For whom are we creating value?
Who are our most important
customers?
Revenue Streams
For what value are our customers really willing to pay?
For what do they currently pay?
How are they currently paying?
How would they prefer to pay?
How much does each revenue stream contribute to overall revenues?
Channels
Through which channels do our
customer segments want to be
reached?
How are we reaching them now?
How are our channels integrated?
Which ones work best?
Which ones are most costeﬃcient?
How are we integrating them with
customer routines?
Value Propositions
What value do we deliver to the
customer?
Which one of our customer’s
problems are we helping to solve?
What bundles of product and services
are we oﬀering ot each customer
segment?
Which customer needs are we
satisfying?
Cost Structure
What are the most important costs inherent in our business model?
Which key resources are most expensive?
Which key activities are most expensive?

Project CreatorDate
Exponential thinking
1 Pick exponential technology
2 Describe current example 4 Take 4 exponential steps
What would change in your example if it was twice as good
(faster/better performance) or twice as cheap?
4a 4b
4c 4d

Project CreatorDate
Golden Strategy Pyramid
1 Start with WHY
Why does your organisation/project/-
team/collaboration exist? What’s it’s
purpose?
2 HOW would you like to work?
What values are important for you? What will be your
strategy?
3 WHAT do you need to do?
Which processes are necessary? Any new ones? What
activities would you need to do to work on your
goals?
Mission
What’s your purpose?
Vision
Describe your vision for the future
Processes
Which processes need to be organized and structured to
operationalize your strategy.
Activities
What needs to happen in these processes?
Roles
What roles do we need for these activities?
Do we have the right skills and knowledge ?
Strategy
Values
In what way would you like to work? What is
important to you?
What is your strategy that aligns with your values to
get closer to your mission in the coming 3 -5 years?
Goals
Deﬁne clear goals for the next 3 to 5 years

Project CreatorDate
Idea filter
Feasible
Plan First step
Quick win
Explore
Develop vision
Addition to process New process New value
Not (yet)
feasable
For each idea see whether it’s an addition to the current process, a new
process or if the idea creates new value. Also check if the idea is already
feasible with the current state of technology and legislation.
0 Use the matrix to filter ideas1
Depending on where an idea is placed on the matrix, a different step might
be required. Suggestions are mentioned in the boxes, but might be
different depending on the idea.
0 Decide on next steps2

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Smartphone template

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Tablet template
9:45AM100%iPad
9:45AM100%iPad

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Smartwatch template

Project CreatorDate
Sustainable BM Canvas
This template is based on ‘The Business Model Canvas’ made by Buisness Model Foundry AG
Key Partners
Who are our key partners?
Who are our key suppliers?
Which key resources are we
acquairing from partners?
Which key activities do partners
perform?
Key Activities
What key acitvities do our value
propositions require?
Our distribution channels?
Customer relationships?
Revenue streams?
Key Resources
What key resources do our value
propositions require? Our distribution
channels? Customer relationships?
Revenue streams?
Customer Relationships
What type of relationship does each of
our customer segments expect us to
establish and maintain with them?
Which ones have we established?
How are they integraded with the rest
of our business model?
How costly are they?
Customer Segments
For whom are we creating value?
Who are our most important
customers?
Revenue Streams
For what value are our customers really willing to pay?
For what do they currently pay?
How are they currently paying?
How would they prefer to pay?
How much does each revenue stream contribute to overall revenues?
Channels
Through which channels do our
customer segments want to be
reached?
How are we reaching them now?
How are our channels integrated?
Which ones work best?
Which ones are most costeﬃcient?
How are we integrating them with
customer routines?
Value Propositions
What value do we deliver to the
customer?
Which one of our customer’s
problems are we helping to solve?
What bundles of product and services
are we oﬀering ot each customer
segment?
Which customer needs are we
satisfying?
Cost Structure
What are the most important costs inherent in our business model?
Which key resources are most expensive?
Which key activities are most expensive?

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Toolkit for Human Centered Design by Radboudumc REshape