DIGITAL WORKPLACE
A collaboration and communication platform that enables building and scaling tools for staff -
with the goal to drive change for millions of children every day, across the globe.
ROLE : User Experience and Research Lead, Design Workshops, Project Scaling
HIGHLIGHTS : Co-creation workshops | Internationalisation| Design for Scale
Pics: Courtesy of UNICEF
BACKGROUND
The platform enables building tools and digital touch points to streamline business processes, operational efficiency and user experience, across content, communication and through collaboration.
An organisation with 193 offices and a 70+ years of rich knowledge history, the content, communities and the commitments are the core strength to deliver it’s goals. However, organically built systems delay the timely delivery of support to communities in an emergency context or to engage a network of partners.
PROCESS AND PLAN.
The project was developed on 4 pillars and is using iterative design methodology with engagement from users and stakeholders at every stage, to balance business and user needs.
EXPLORE - Vision, Strategy, Research Mapping and Analysis.
ENGAGE - Engagement strategy for the each phase.
ITERATE - Iterative prototyping for service touch points.
SCALE - Systems,Training, scalability and roll out for 193 offices.
RESEARCH: UNCOVERING OPPORTUNITY
KICK OFF
Vision, Strategy, Research
Data
Analysis
VISION, STRATEGY AND ROADMAP
ANALYSIS AND INSIGHTS - DISCOVERY AND MAPPING
What is in the current ecosystem?
Understanding the nodes of the network,
Who does what?
Organization Structure was mapped to understand the different roles and functions. Below is an example for a country office.
How are the different nodes of network linked?
INFORMATION FLOW to know who interacts with whom?
INTERACTION FLOW to understand who does what ?
Where are the points of interaction?
Analysing through the lens of information flow and interaction flow and the interaction models
When do the interactions happen?
The analysis also included time based systems, to identify community activity zones and tasks over a period of time.
Why?
An in-depth research of the factors affecting the system and interactions.
“A gateway to build relationships on the field”
“Our emergency specialists are given USB drives to carry SSOPs”
" Always on the move, how do we learn quickly”
DATA SYNTHESIS and VISUALISATION
Time vs Interaction Points
These user groups were then mapped against time spent and daily digital touchpoints, to identify primary and secondary users for building personas.
Text Mining and Themes
Evaluating the unstructured data to find thematic areas of work. Identifying patterns, data driven insights, community search patterns were elements that were discovered
Role Mapping to Personas
User Journeys
Information Architecture
Governance
Used a 3 pronged approach to balance user needs and organisation’s goals -
Starting from engagement at the discovery phase.
Participatory workshops during design and build phase
Regular feedback loops during the implementation and scale phase.
ROLES and PERSONAS, Time and TOUCHPOINTS.
Building the interaction points over time, tasks and behaviours, was able to establish the touchpoints critical for a collaborative space.
USER JOURNEYS and SCENARIOS
INFORMATION ARCHITECTURE, ROADMAP AND FEATURES
Prioritising content for the multiple touchpoints, to identify key roll out for the product roadmap was conducted over subsequent interations with stakeholder engagement.
PROTOTYPES AND TESTING
The inputs from workshops were taken to build quick prototypes and iterated in the consequent workshops while testing along with users.
Due to confidentiality, images are low res. Please enquire.
IMPLEMENTATION AND SCALE
COMMUNICATE | COLLABORATE | INITIATE
Scaling was focussed in harnessing the community network with a local presence for a global roll out and creating an impact.
Data analytics was utilised to identify content, engagement and adoption, which helped to build a champions and trainer groups for guiding further end-user groups.
SERVICE BLUEPRINT confidential.
There were different types of communities, that built the collaboration spaces based on thematic areas of work and knowledge domains.
Through “Communities of Practice” the users were shared resources for building their collaboration spaces, tools and solutions within the guidelines. The communities further became channels to promote the platform and it’s tools. Workflows models were adhered to, for governance of content and publications.
Communities focussed on Knowledge Domain and Mentorship for the field staff.
Communities that built partnerships for raising funds and awareness.
Communities that worked at field level and governments to create civic engagement.
DESIGN FOR SCALE
Design System, Templates and Resources were built for a consistent user experience, to empower user groups to build tools and solutions.
These were built on Design Principles, Accessibility Standards, Usability Guidelines for internationalisation across 190 offices.
Confidential Content.
* Due to confidentiality , some touchpoints of the project have not yet been published. To learn more please enquire
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How might we leverage on the knowledge community to share their findings across and build a stronger knowledge base?
How might we transform access to education for children and young people on the move?
How might we make the HR policies
