Four Lessons from CyberRwanda: Designing Youth-Friendly Healthcare
When we asked young people in Rwanda what’s missing from sexual and reproductive healthcare, their answer was clear: nearly everything.
From sifting through misinformation to searching for reliable, discreet healthcare options, young people had nowhere to find trustworthy sexual and reproductive health guidance.
Together, with over 1,000 young people, we built CyberRwanda: a platform that reflects their voices and their unique needs.
Here’s what we learned along the way.
1. Young people want to feel respected, safe and heard
One aspect of CyberRwanda is to link young people to the services and products they need, which they often get at pharmacies or health posts. But when we talked to young people, we discovered many were avoiding these places altogether.
They felt judged, dismissed, or treated like they knew nothing, which made them reluctant to seek the care they needed.
At the same time, healthcare providers are incredibly busy. They juggle operational demands while managing a constant stream of clients with various challenges.
This hectic environment often becomes unfriendly to young people. It leaves them feeling unwelcome and unsure of where to turn for help.
A young person contemplating the right contraception or concerned about its effects might find it difficult to open up to a provider in such a setting.
To change this, we worked closely with providers to create a more welcoming atmosphere. We trained pharmacists and other health providers in providing youth-friendly services, helping them see young people as individuals with real experiences and concerns, not just another task in their day.
This shift made it easier for young Rwandans to feel truly heard and supported when seeking care.
2. Privacy isn’t optional, it’s essential
If you’ve ever met a teenager, you know they value confidentiality—especially when it comes to sex. Young people shared concern about their privacy when requesting services in front of other customers. Some would pretend to purchase products for someone else to avoid judgment and potentially uncomfortable questions. In turn, providers were concerned that young people were purchasing products without the necessary information to use them safely.
CyberRwanda was built to make sure privacy and product safety are front and center. Young people can order contraception in private through one-time codes, as well as access information on devices with discretion. We’ve worked with healthcare providers to make sure young people only have to provide the most important information.
“When you go to buy a condom at a typical boutique, you often wait for the place to clear out before stepping inside. This can make you late or even lead to deciding to have sex without one”
By ensuring that young people feel safe throughout their healthcare journey as they order products, they are equipped with the necessary information to use them safely. The confidentiality built into our platform encourages more young people to seek care, knowing that their privacy is guaranteed.
3. Accessibility means better care, and that doesn’t stop at digital
Young people need healthcare that is fast, accessible, and affordable. While providing health information, services, and products online is at the heart of our platform, the offline part of our work is equally important. We’ve trained healthcare providers to deliver quick, efficient services that respect young people’s time and needs, cutting down on waiting times and simplifying access. This means that care is available at the point of service.
Our design research revealed that many young people, especially in rural areas, have very limited internet access. To address this, we introduced USSD technology, ensuring that even low-tech users can access essential health services
We also know that cost is a big barrier. Many young people have limited budgets, so we work with healthcare providers to offer discounts on essential health products to keep their services affordable. And if a provider can’t meet a young person’s needs, they’re trained to connect them to someone who can — ensuring no one is left without the support they deserve.
4. Build a platform that grows alongside young people
CyberRwanda is a dynamic, evolving resource that grows alongside young people. We learn from every interaction, using feedback to enhance our services and stay responsive to youth voices. Initially, the platform allowed youth to only order products from pharmacies. But as we listened and learned, we expanded our services to better meet their needs.
Today, young people can access more than just products—they can now find information on the different services available, learn how to engage with different healthcare providers, and even directly contact facilities with an additional phone number for support.
“When CyberRwanda introduced this online system, a young person places an order, we receive a text, and by the time they arrive, it’s already prepared. Their information remains private, and they don’t have to wait here until others have left”
We’ve also diversified our provider network. What began with just pharmacies has now grown to include health posts and health centers that are conveniently located within neighborhoods, making them much more convenient for young people. And this ensures youth can access care where it’s most accessible to them.
Interested in learning more about YLabs’ work to help youth lead the way? Check out our projects!
