UN Office for Disaster Risk Reduction Digital Service Design PreventionWeb Redesign.

UN Office for Disaster Risk Reduction www.unisdr.org

Digital Service Design

PreventionWeb Redesign


SummaryWhy Service Design?

A Service Design approach enables us to design a platform supporting the entire range of UNISDR’s activities and goals.

Service ExperiencesAll offerings are framed as services to be provided for external audiences, with the help of partners and other actors. Stories about As-Is/To-Be experiences help capture tasks and motivations and are the basis for their design.

Digital by defaultEvery service is supported by its digital counterpart on a unified digital delivery platform (PreventionWeb 2.0), the flagship product of UNISDR.

Enterprise AlignmentDrawing on a comprehensive enterprise-wide mapping, the blueprints demonstrate what audiences are using a service what for, who is responsible for / contributing to its delivery, what objectives it helps to pursue, and how it is supported by brands and digital delivery channels.



PreventionWeb 2.0 Platform


Brand ArchitectureA visual identity for DRR shared across all brands

DRAFT

DRAFT


Brand ArchitectureExample: WCDRR Brand


Platform IntegrationA global frame across all web properties

DRAFT

DRAFT


Platform IntegrationA global architecture to encompass the ecosystem

DRAFT

DRAFT



Blueprinting Template


Interaction

(Top) Task / Activity

Touchpoint

Sto

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Role/Actor: Job/business/task role

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Des

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Enablement

Service Definition

Lead Persona: Name

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Info

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Investment:XXXX €

Estimated Benefits:XXXXXXX €

Information Capability

Social Capability

Functional Capability

Annotation – Who

Annotation – What

Annotation – How

Annotation – Activities, Benefits

Annotation – Context, Where/How

Annotation – Motivation, What/Why

Pain point (As-Is)

Key CapabilityCapability Opportunity(To-Be)

Capability Gap(As-Is)

Service Gap (As-Is)

Delight (To-Be)

Service Opportunity (To-Be)

AS-IS / TO-BEStory Description


Top RowCrafting the Story

Tell the story of as specific set of activities performed by a specific persona or actor, from a subjective, experiential and exemplary point of view. What is the context, the motivation, what went wrong and what would be great?

•Top Task: key activities performed by a person, illustrated by a Persona acting in a certain role

•Touchpoint: the physical and situational context wherein the task is being performed, such as environment, time, devices used

•As-Is Mapping: the story of how performing a certain a task went wrong, highlighting the Pain Points (struggle/negative experience)

•To-Be Mapping: the story of a potential future state, illustrating how the evolved service could lead to Delights (positive experience).

Top Task TouchpointPain point (As-Is) Delight (To-Be)


Service Definition

Define Services that help people perform their top tasks in the context of their work environment.

•Service Definition: named and defined bundles of human activities, IT systems, content and functionality designed to support a human task and benefit the user

•As-Is Mapping: Map tools, apps, or other forms of named services currently existing, highlight services that are missing to eradicate Pain Points

•To-Be Mapping: Design a new / evolved set of services to support people’s tasks and turn them into a rewarding experience, highlight opportunities for services that have the potential to delight the user/customer

Service Gap (As-Is)Service Opportunity (To-Be)

Middle RowThe Service Design


Information Capability

Functional Capability Key CapabilitySocial CapabilityCapability Gap (As-Is)

Capability Opportunity (To-Be)

Define what capabilities UNISDR makes available or has to implement in order to realize the services defined in the row above.

•Social Capability: enables people to collaborate, exchange, and communicate

•Information Capability: enables finding, consuming and creating content or data

•Functional Capability: enables business transactions

•As-Is Mapping: map existing capabilities made available by existing components, highlight gaps and key capabilities needed to deliver the services

•To-Be Mapping: include existing and potential capabilities to be leveraged for a new/improved service delivery, highlight key capabilities and opportunities for new capabilities to be developed

Bottom RowThe Architecture Behind



Experience Stories & Blueprints


01 OrientationStory

Story 01.01The new focal point at the mission in Geneva is asked to represent his country at the WCDRR Prepcom and needs to quickly understand basics of DRR. He doesn’t know anything about DRR and feels embarrassed because he may not look knowledgeable. Getting a quick overview would be great.

Story 01.02UNDP ecosystems specialist has been charged to run a project on ecosystems and DRR but has no clue about DRR and needs to understand the intersection of the domains quickly.

•Touchpoints: Country, theme, hazard pages

•Service: Quick facts, Ask an Expert, Top Picks


01 OrientationTo-Be Blueprint / Story 01.01

Interaction

Fiona receives a voicemail from her boss about some “Disaster Risk” event

Mobile phone (voice), on the train

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Role/Actor: Focal Point at the Geneva Mission

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Enablement

Key orientation content available and well referenced in Google/Wikipedia

Lead Persona: Fiona

So

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Info

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Investment:XXXX €

Estimated Benefits:XYZ

Google

Social Capability

Functional Capability

Annotation – Who

Annotation – What

Annotation – How


Annotation – Context, Where/How

Annotation – Motivation, What/Why

Capability Opportunity(To-Be)

She directly navigates / zooms to Switzerland, and bookmarks it for later

Global entry pointsto key views such as Countries, Quick Facts

She looks this up in Google and finds a Wikipedia page directing to UNISDR

Smartphone, on the train

Event ServiceNotification about events to local key stakeholders


Smartphone, on the train

Fiona identifies relevant themes, hazards, resources and contacts

Cross-ReferencingVisual tag navigation to connect relevant nodes and views

At home, using her private iPad

Tagging

She has some specific questions and reaches out to potential experts

Social Engagement Fast/easy access, matching/ask an expert, profile search

In her office, using her business notebook

With the help of expert contacts she attends the event well-prepared

Briefing packagesAssembling key information as digital collections

At the conference, using her private iPad

People search, Matching, Integration with Linkedin

DRAFT

DRAFT


01 OrientationPrototype / Story 01.01

DRAFT

DRAFT


02 BriefingsStory

Pamela contacts us because Margareta is going to Sengal and Burkina Faso and needs additional information about the country to prepare briefing Margareta including economic data

•Touchpoint: country page

•Service: Portable briefing kit, fact sheet, DRR situation report


Milan Guenther, PartnerDennis Middeke, Partner

eda.c, Düsseldorf / Paris+49 211 24 860 [email protected]

Thank you.

UN Office for Disaster Risk Reduction Digital Service Design PreventionWeb Redesign.

Documents

service design slide

service opportunity

evolved service

service experiences

disaster risk reduction

service design approach

platform slide

usercustomer service