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.
Digital Service Design PreventionWeb 2.0 Platform
Brand ArchitectureA visual identity for DRR shared across all brands DRAFT
Platform IntegrationA global architecture to encompass the ecosystem DRAFT
Digital Service Design Blueprinting Template
AS-IS / TO-BEStory Description Investment:XXXX € Estimated Benefits:XXXXXXX € Lead Persona: Name Role/Actor: Job/business/task role (Top) Task / Activity Pain point (As-Is) Delight (To-Be) Story Annotation – Motivation, What/Why Experience Touchpoint Context Annotation – Context, Where/How Interaction Service Definition Service Gap (As-Is) Service Opportunity (To-Be) Service Design & Definition Annotation – Activities, Benefits Enablement Social Capability Capability Opportunity(To-Be) Key Capability Capability Gap (As-Is) Social Annotation – Who Information Capability Capabilities Info Annotation – What Functional Capability Annotation – How Function
Top RowCrafting the Story Touchpoint Top Task Pain point (As-Is) Delight (To-Be) 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).
Middle RowThe Service Design Service Definition Service Gap (As-Is) Service Opportunity (To-Be) • 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
Bottom RowThe Architecture Behind Social Capability Information Capability Functional Capability Key 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
Digital Service Design 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
Investment:XXXX € Estimated Benefits:XYZ Lead Persona: Fiona 01 OrientationTo-Be Blueprint / Story 01.01 DRAFT Role/Actor: Focal Point at the Geneva Mission Fiona receives a voicemail from her boss about some “Disaster Risk” event She looks this up in Google and finds a Wikipedia page directing to UNISDR She directly navigates / zooms to Switzerland, and bookmarks it for later Fiona identifies relevant themes, hazards, resources and contacts She has some specific questions and reaches out to potential experts With the help of expert contacts she attends the event well-prepared Story Annotation – Motivation, What/Why Experience Mobile phone (voice), on the train Smartphone, on the train Smartphone, on the train At home, using her private iPad In her office, using her business notebook At the conference, using her private iPad Context Annotation – Context, Where/How Interaction Event Service Notification about events to local key stakeholders Key orientation content available and well referenced in Google/Wikipedia Global entry points to key views such as Countries, Quick Facts Cross-Referencing Visual tag navigation to connect relevant nodes and views Social Engagement Fast/easy access, matching/ask an expert, profile search Briefing packages Assembling key information as digital collections Service Design & Definition Annotation – Activities, Benefits Annotation – Activities, Benefits Enablement Social Capability Capability Opportunity(To-Be) Tagging People search, Matching, Integration with Linkedin Social Annotation – Who Google Capabilities Info Annotation – What Functional Capability Annotation – How Function
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
Thank you. Milan Guenther, Partner Dennis Middeke, Partner eda.c, Düsseldorf / Paris +49 211 24 860 360 firstname.lastname@example.org