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UN Office for Disaster Risk Reduction www.unisdr.org

Digital Service

Design

PreventionWeb

Redesign


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.


Digital Service Design

PreventionWeb 2.0 Platform


Brand Architecture

A visual identity for DRR shared across all brands


Brand Architecture

Example: WCDRR Brand


Platform Integration

A global frame across all web properties


Platform Integration

A global architecture to encompass the ecosystem



Blueprinting Template


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


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)


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


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



Experience Stories & Blueprints


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


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

Google

Social Capability

Functional Capability

Annotation – Who

Annotation – What

Annotation – How

Annotation –


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 –


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


01 Orientation

Prototype / Story 01.01


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


Milan Guenther, Partner

Dennis Middeke, Partner

eda.c, Düsseldorf / Paris

+49 211 24 860 360

[email protected]

Thank you.

mailto:[email protected]



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