Presentation on theme: "UN Office for Disaster Risk Reduction www.unisdr.org Digital Service Design PreventionWeb Redesign."— Presentation transcript:
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 UNISDRs 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 DRAFT
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 DRAFT
UN Office for Disaster Risk Reduction www.unisdr.org Platform Integration A global architecture to encompass the ecosystem 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 Story Context Experience Role/Actor: Job/business/task role Service Design & Definition Enablement Service Definition Lead Persona: Name Social Capabilities Info Function 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 peoples 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 CapabilityKey CapabilitySocial 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 doesnt 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 someDisaster Risk event Mobile phone (voice), on the train Story Context Experience Role/Actor: Focal Point at the Geneva Mission Service Design & Definition Enablement Key orientation content available and well referenced in Google/Wikipedia Lead Persona: Fiona Social Capabilities Info Function Investment: XXXX Estimated Benefits: XYZ Google 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 DRAFT
UN Office for Disaster Risk Reduction www.unisdr.org 01 Orientation Prototype / Story 01.01 DRAFT
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 firstname.lastname@example.org Thank you.
Your consent to our cookies if you continue to use this website.