un office for disaster risk reduction digital service design preventionweb redesign
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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
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.
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 ArchitectureA visual identity for DRR shared across all brands
DRAFT
DRAFT
UN Office for Disaster Risk Reduction www.unisdr.org
Brand ArchitectureExample: WCDRR Brand
UN Office for Disaster Risk Reduction www.unisdr.org
Platform IntegrationA global frame across all web properties
DRAFT
DRAFT
UN Office for Disaster Risk Reduction www.unisdr.org
Platform IntegrationA global architecture to encompass the ecosystem
DRAFT
DRAFT
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
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Exp
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Role/Actor: Job/business/task role
Ser
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Des
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&
Def
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Enablement
Service Definition
Lead Persona: Name
So
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Cap
ab
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Info
Fu
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tio
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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
UN Office for Disaster Risk Reduction www.unisdr.org
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)
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 RowThe Service Design
UN Office for Disaster Risk Reduction www.unisdr.org
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
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 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
UN Office for Disaster Risk Reduction www.unisdr.org
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
Sto
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Exp
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Role/Actor: Focal Point at the Geneva Mission
Ser
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Des
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&
Def
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Enablement
Key orientation content available and well referenced in Google/Wikipedia
Lead Persona: Fiona
So
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Cap
ab
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Info
Fu
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tio
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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 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
Annotation – Activities, Benefits
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
UN Office for Disaster Risk Reduction www.unisdr.org
01 OrientationPrototype / Story 01.01
DRAFT
DRAFT
UN Office for Disaster Risk Reduction www.unisdr.org
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
UN Office for Disaster Risk Reduction www.unisdr.org
Milan Guenther, PartnerDennis Middeke, Partner
eda.c, Düsseldorf / Paris+49 211 24 860 360hello@eda-c.com
Thank you.
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