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UN Office for Disaster Risk Reduction www.unisdr.org
Digital Service
Design
PreventionWeb
Redesign
UN Office for Disaster Risk Reduction www.unisdr.org
Summary
Why Service Design?
A Service Design approach enables us to design a platform supporting the entire
range of UNISDR’s activities and goals.
Service Experiences
All 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 default
Every service is supported by its digital counterpart on a unified digital delivery
platform (PreventionWeb 2.0), the flagship product of UNISDR.
Enterprise Alignment
Drawing 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.
UN Office for Disaster Risk Reduction www.unisdr.org
Digital Service Design
PreventionWeb 2.0 Platform
UN Office for Disaster Risk Reduction www.unisdr.org
Brand Architecture
A visual identity for DRR shared across all brands
UN Office for Disaster Risk Reduction www.unisdr.org
Brand Architecture
Example: WCDRR Brand
UN Office for Disaster Risk Reduction www.unisdr.org
Platform Integration
A global frame across all web properties
UN Office for Disaster Risk Reduction www.unisdr.org
Platform Integration
A global architecture to encompass the ecosystem
UN Office for Disaster Risk Reduction www.unisdr.org
Digital Service Design
Blueprinting Template
UN Office for Disaster Risk Reduction www.unisdr.org
Interaction
(Top) Task / Activity
Touchpoint
Sto
ry
Co
nte
xt
Ex
pe
rie
nc
e
Role/Actor:
Job/business/task role
Se
rvic
e
Des
ign
&
Defi
nit
ion
Enablement
Service Definition
Lead Persona:
Name S
oc
ial
Ca
pa
bil
itie
s
Info
F
un
cti
on
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 Capability
Capability
Opportunity
(To-Be)
Capability Gap
(As-Is)
Service Gap (As-Is)
Delight (To-Be)
Service Opportunity
(To-Be)
AS-IS / TO-BE
Story Description
UN Office for Disaster Risk Reduction www.unisdr.org
Top Row
Crafting 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 Touchpoint Pain point (As-Is) Delight (To-Be)
UN Office for Disaster Risk Reduction www.unisdr.org
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 Row
The Service Design
UN Office for Disaster Risk Reduction www.unisdr.org
Information
Capability Functional Capability Key Capability Social Capability
Capability 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 Row
The Architecture Behind
UN Office for Disaster Risk Reduction www.unisdr.org
Digital Service Design
Experience Stories & Blueprints
UN Office for Disaster Risk Reduction www.unisdr.org
01 Orientation
Story
Story 01.01
The 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 01.02
UNDP 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
UN Office for Disaster Risk Reduction www.unisdr.org
01 Orientation
To-Be Blueprint / Story 01.01
Interaction
Fiona receives a
voicemail from her
boss about some
“Disaster Risk” event
Mobile phone
(voice), on the train
Sto
ry
Co
nte
xt
Ex
pe
rie
nc
e
Role/Actor: Focal Point at
the Geneva Mission
Se
rvic
e
Des
ign
&
Defi
nit
ion
Enablement
Key orientation
content available
and well referenced
in Google/Wikipedia
Lead Persona:
Fiona S
oc
ial
Ca
pa
bil
itie
s
Info
F
un
cti
on
Investment:
XXXX €
Estimated Benefits:
XYZ
Social Capability
Functional Capability
Annotation – Who
Annotation – What
Annotation – How
Annotation –
Activities, Benefits
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 points
to 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 Service
Notification about
events to local key
stakeholders
Annotation –
Activities, Benefits
Smartphone, on the
train
Fiona identifies
relevant themes,
hazards, resources
and contacts
Cross-Referencing
Visual 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 packages
Assembling key
information as digital
collections
At the conference,
using her private
iPad
People search,
Matching, Integration
with Linkedin
UN Office for Disaster Risk Reduction www.unisdr.org
01 Orientation
Prototype / Story 01.01
UN Office for Disaster Risk Reduction www.unisdr.org
02 Briefings
Story
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
UN Office for Disaster Risk Reduction www.unisdr.org
Milan Guenther, Partner
Dennis Middeke, Partner
eda.c, Düsseldorf / Paris
+49 211 24 860 360
hello@eda-c.com
Thank you.
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