service experience

The Service Experience (SE) Workstream was created as part of the Demand Hub through a multi-agency consultative process. Initial work in 2019-2020 focused on defining and describing key components of a people-centered immunization service experience to align strategies and inform new efforts to improve the service experience. Various SE Workstream members are building off this work and advancing SE-related initiatives and research.

What is the immunization service experience?

Definition: Inclusive of factors within and beyond the interaction between health worker and client which affect the delivery and experience of the immunization service.

Immunization service experience considers various components at the individual, community, facility and system levels (which affect either client or health worker) and contributes to whether or not a client has a positive, people-centered, high-quality immunization service experience.

The Service Experience workstream aims to inform a new direction in people-centered quality immunization service delivery by incorporating human-centered design principles to re-orient immunization service delivery to include caregiver and client perspectives and needs. This includes:

  • A common and detailed understanding of people-centered service experience for immunization by all actors and partners.
  • Unified vision of guidance and technical support needs that align with the role and capacity of the Service Experience workstream.
  • Roadmap for technical support and guidance to be provided by partners of the Service Experience workstream for the coming two years (and longer-term considerations).

The Toolkit

The Service Experience Toolkit was developed to introduce the concept of service experience at country-level and provide information in a user-friendly format for countries to begin addressing service experience in their contexts.

This toolkit has been designed for use by:

  • Country-level: Expanded Programme on Immunization (EPI) managers and staff at national and regional/provincial level) and implementing partners (e.g. NGOs, CSOs, WHO, UNICEF)
  • Global/regional level: Gavi, Core and Expanded Gavi Partners, Vaccination Demand Hub partners, and other funders and implementing partners


All products have been designed to be used together or individually, depending on the needs of your country or audience. Learn more about each individual product below, or download the complete toolkit.

Getting Started Guide

A short reference guide that provides information on all products within the toolkit for users who may be leading discussions or activities.

SE Orientation Presentation

A modifiable PowerPoint presentation to fit your country’s needs. It is designed as a 1-hour session.

Explainer Video

A 2-minute video that explains the basics of SE. This can be shown during orientation sessions.

Discussion Questions

Designed to engage country-level participants in thoughtful discussions around introducing or strengthening immunization SE.

Fact Sheet

This 2-page document can be printed and shared as a useful quick summary on immunization SE.

What tools are available?

The available research for immunization service experience identifies people-centered approaches which have exhibited some success, including interpersonal communication and interaction skills development, community participation and ownership, supportive supervision, group problem solving and technical skill development.

    As part of the service experience workstream, we are working on the consolidation of existing resources and learnings on the user experience for immunization. We are working in and beyond the health sector. Adapting these learnings with implementation research in local immunization service contexts can empower countries to improve immunization and health service quality and reach.

    To access additional resources, visit the Knowledge Base.