Digital Service Design: Preventionweb Redesign

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.
www.unisdr.org
Digital Service Design

PreventionWeb 2.0 Platform
www.unisdr.org
Brand Architecture
A visual identity for DRR shared across all brands
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Brand Architecture
Example: WCDRR Brand
www.unisdr.org
Platform Integration
A global frame across all web properties
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Platform Integration
A global architecture to encompass the ecosystem
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Blueprinting Template
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
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).
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
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
www.unisdr.org
Bottom Row
The Architecture Behind
Information
Capability
Social 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
Functional
Capability: enables finding, consuming and creating content or data
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
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Experience Stories & Blueprints
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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
www.unisdr.org
Context
Experience
Story
01 Orientation
To-Be Blueprint / Story 01.01
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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
Key orientation
content available
and well referenced
in Google/Wikipedia
Annotation
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
Capability
Opportunity
(To-Be)
Tagging
Annotation
Context, Where/How
Service
Design &
Definition
Interaction
Event Service
Notification about
events to local key
stakeholders
Annotation
Social
Enablement
Social Capability
People search,
Matching, Integration
with Linkedin
Annotation Who
Function
Capabilities
Info
Google
Annotation What
Annotation How
www.unisdr.org
01 Orientation
Prototype / Story 01.01
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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
www.unisdr.org
Thank you.
Milan Guenther, Partner
Dennis Middeke, Partner
eda.c, Dsseldorf / Paris
+49 211 24 860 360
hello@eda-c.com
www.unisdr.org

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Digital Service

UN Office for Disaster Risk Reduction