Transcript Digital Service Design Blueprinting Template

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
AS-IS / TO-BE
Story Description
Pain point (As-Is)
Delight (To-Be)
Service Gap (As-Is)
Service Opportunity
(To-Be)
Capability Gap
(As-Is)
Capability
Opportunity
(To-Be)
Lead Persona:
Name
Estimated Benefits:
XXXXXXX €
Role/Actor:
Job/business/task role
Annotation –
Motivation, What/Why
Touchpoint
Context
Experience
Story
(Top) Task / Activity
Investment:
XXXX €
Annotation –
Context, Where/How
Service
Design &
Definition
Interaction
Service Definition
Annotation –
Activities, Benefits
Function
Capabilities
Info
Social
Enablement
Social Capability
Key Capability
Annotation – Who
Information
Capability
Annotation – What
Functional Capability
Annotation – How
UN Office for Disaster Risk Reduction
www.unisdr.org
Top Row
Crafting the Story
Top Task
Pain point (As-Is)
Delight (To-Be)
Touchpoint
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).
UN Office for Disaster Risk Reduction
www.unisdr.org
Middle Row
The 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
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
•To-Be
UN Office for Disaster Risk Reduction
www.unisdr.org
Bottom Row
The Architecture Behind
Social Capability
Information
Capability
Functional Capability
Key Capability
Capability Gap (AsIs)
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
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
Context
Experience
Story
01 Orientation
To-Be Blueprint / Story 01.01
Investment:
XXXX €
Lead Persona:
Fiona
Estimated Benefits:
XYZ
Role/Actor: Focal Point at
the Geneva Mission
Fiona receives a
voicemail from her
boss about some
“Disaster Risk” event
Annotation –
Motivation, What/Why
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
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
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
Annotation –
Activities, Benefits
Annotation –
Activities, Benefits
Capability
Opportunity
(To-Be)
Tagging
Annotation –
Context, Where/How
Service
Design &
Definition
Interaction
Social
Enablement
Social Capability
People search,
Matching, Integration
with Linkedin
Annotation – Who
Function
Capabilities
Info
Google
Annotation – What
Functional Capability
Annotation – How
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
Thank you.
Milan Guenther, Partner
Dennis Middeke, Partner
eda.c, Düsseldorf / Paris
+49 211 24 860 360
[email protected]
UN Office for Disaster Risk Reduction
www.unisdr.org