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The progressive realisation of universal health coverage requires that health services are not only available and accessible, but also that they are rendered to the population in an acceptable, compassionate and respectful manner to deliver quality of care. Health workers’ competencies play a central role in the provision of compassionate and respectful care (CRC); but health workers’ behaviour is also influenced by the policy and governance environment in which they operate. The identification of relevant policy levers to enhance CRC therefore calls for actions that enable health workers to optimise their roles and fulfil their responsibilities.This paper aims at exploring the health workforce policy and management levers to enable CRC. Through an overview of selected country experiences, concrete examples are provided to illustrate the range of available policy options. Relevant interventions may span the individual, organisational, or system-wide level. Some policies are specific to CRC and may include, among others, the inclusion of relevant competencies in preservice and in-service education, supportive supervision and accountability mechanisms. Other relevant actions depend on a broader workforce governance approach, including policies that target health workforce availability, distribution and working conditions, or wider system -level factors, including regulatory and financing aspects.The selection of the appropriate system-wide and CRC-specific interventions should be tailored to the national and operational context in relation to its policy objectives and feasibility and affordability considerations. The identification of performance metrics and the collation and analysis of required data are necessary to monitor effectiveness of the interventions adopted.

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Usability is central especially in contexts with highly heterogeneous user groups as it is the case in developing countries. User involvement and participation has positive impacts towards developing usable software and system success and it is one of the core principles in user centered design (UCD). But how does the industry in developing countries work with UCD and usability evaluation? The article reports from a survey on usability evaluation and UCD practices in Ethiopian software organizations. It aims at exploring the practice of usability evaluation, user involvement and participation in the software organizations in Ethiopia. Some part of the survey question is adapted from a previously conducted survey in Italy and Denmark and further expanded with a set of questions referring to user involvement and participation. The survey was triangulated with interviews with a subset of the respondents. The results show that the percentage of organizations performing some form of usability evaluation is low in Ethiopia. The challenges of usability evaluation observed in the study was analyzed with respect to the challenges of 'digital divide' against the publicly available methods and practices and among developed and developing nations using real access/ real impact criteria. The result shows that there are some unique challenges of usability not discussed in the literature reviewed in any detail such as less IT skills, lack of trained professionals, and lack of awareness. The result for user involvement shows also some unique challenges: lack of user motivation, acceptance of change and cultural influence. However, more than 80% of the surveyed organizations claim involving users in some kind in product development. The implications of these findings with respect to the need to contextualize UCD and usability methods are discussed.

User-centered design (UCD) 1 addresses the design of interactive systems placing the users in the center of the design with the aim of improving usability and user experience. Developing economies are in dear need of UCD; low IT literacy, low infrastructure and funds; and heterogeneity in culture and livelihood result in special requirements on usability in order to harvest the possible beneTits of IT. Traditional UCD methods, however, are often regarded as heavy-weight and expensive. Agile software development methods are light-weight, Tlexible and iterative in order to accommodate the changing requirements and unsure funding and are therefore important for IT companies in developing economies. Can we adjust UCD methods to Tit the need of developing economies and with agile development while taking advantage of the iterative character of agile development methods? The research appropriated an action research approach called Cooperative Method Development (CMD). Based on the empirical investigation, UCD challenges were identiTied, innovative use of light-weight UCD methods was deliberated and implemented. The improvements include: working with local IT personnel, light-weight and incremental use of personas, support departments performing acceptance testing on release versions, culturally adapted user testing in pairs and heuristic evaluation as adapted UCD practices. The evaluation together with the involved practitioners shows improvements in the development process including reduced reworks; satisTied users; better collaboration with stakeholders; and a close understanding of users and their needs. The evaluation of the resulting integrated approach with the involved practitioners as well as