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We apply design research techniques to explore human behaviour and collect stories that inspire future ideas and visions. 

USER RESEARCH AND BEHAVIOURAL INSIGHTS

Collecting insights

We turn insights and data into bespoke visualisations and maps, to better manage complexity and enhance communication, storytelling and participation.

VISUAL MAPPING AND STORYTELLING

Navigating complexity

Through critical thinking and scenario building, we challenge assumptions to reshape design interventions, match needs, and guide decision-making.

SERVICE DESIGN AND STRATEGY

Re-framing visions

Through co-design, testing and prototyping techniques, we transform ideas into tangible products and service visions.

UX DESIGN AND PROTOTYPING

Making ideas tangible

 Unlock a over a decade of service design expertise, tools and resources on our open platform, Service Design Tools.

Touch-base with participants in advance to ease relationship building at distance, during remote research

Light Survey

Orchestrate the work of multiple teams at distance, for effective service design.

Asynchronous co-creation

Make initial service ideas more tangible by illustrating the most important steps of the whole experience

Illustrated scenarios

The world of travel has changed dramatically in recent years: ever-increasing digital services have made it easier for users to access travels’ organisation, removing the need to go through a travel agent. 

The arrival of COVID has made it even more urgent to reposition the role of tour operators and travel agencies, rethinking the whole experience of organised travel.

In this context, we conducted a qualitative study to understand what people do to plan their travels: how they choose their destinations, how they search for things to do, how they book accommodations and experiences. We also looked at travel experts and operators, and what they could offer to support the organization of a trip in all its part, considering how their role has evolved over time and how they use digital channels to interact with their customers. During the research, we understood for example that the choice of destination is the result of an intimate, non-linear path that starts from random hints or inspirational images, that could be stored in our memory or in a personal bucket list. In this scenario the role of the travel experts is to help realise that specific dream (rather than suggesting where to go or driving the choice of a destination). They could play a significant role (through analog or digital services) in planning what to do once arrived at destination, acting as a local insider, able to make that experience unique, memorable and safe.

The results of the research helped Alidays better understand the different types of travelers (their needs, expectations and tools), and question the way digital services could be used to strenghten the relationship with existing customers while exploring new opportunities to engage with less conventional travelers. The project enlightened several possible scenarios, shifting from the current product focus (design and offer travel packages) to new ones focused on services (such as providing planning tools, local insider assistance or ongoing safety support).

How frequent and less frequent travelers choose and plan their trips? What is the role of tour operators in the current scenarios and what are the opportunities to improve their service offer?

Understanding people's attitudes towards travel planning to reimagine Alidays service strategy

A detailed understanding of the travelers needs and expectations (in a post-COVID era) and a set of future scenarios and concepts of experience to direct decision-making.

We conducted interviews and observations with travellers and travel business representatives (agents and designers) in order to understand their attitudes and perspectives. The insights collected were used to shape a set of personas and inspire new possibilities in terms of product and services.

Rethinking travel experiences

Humanitarian organizations are collecting more data than ever before in order to be prepared for operational response in case of emergency. 

In this context, the HDX platform plays an important role in enabling operative data sharing, by allowing organizations to upload their datasets in an open exchange with the broader community. But what happens when those datasets contain information that could lead to a reidentification of an individual or a group of individuals? Data responsibility involves understanding the harms that can come from collecting and processing data about affected people, and making informed decisions about using such data.

We started by mapping in detail the current data flow in humanitarian sector, from planning to gathering, processing and sharing, analyzing how it involves various actors and which risks are arising at each stage. We then conducted research with both internal OCHA and HDX team members as well as with humanitarian organisations, further elaborating the workflow and envisioning future scenarios that could encourage responsible data management (such as enabling humanitarians to easily apply Disclosure Risk assessment procedures to their datasets). The process led to a deep understanding of the central role of HDX in fostering a responsible sharing and to developing a service model that could help organizations understand the risks connected to their data, and embed responsible practices in their own workflows (with the help of the HDX experts).

The project generated several outcomes, in terms of new touchpoints and tools that have been included inside and outside the HDX experience. In particular, we designed the learning experience delivered by the Center for Humanitarian Data, to raise organizations' awareness and teach them how to apply Disclosure Risk Assessment (a statistical method to estimate the sensitivity of the data and intervene) in order to ensure a safe, ethical and effective use of data. In addition, we helped redefining the process of assessing sensitive data within the HDX platform, to make it more transparent for the contributors but also turn it into an educational moment related to data responsibility. All datasets get now assessed when uploaded to the platform and, if identified with high-risk, the HDX team gets in touch with the contributors to work together on reducing the level of sensitivity and share it safely.

How can we minimize the risks of sensitive data circulating within organizations and uploaded to the HDX platform?

Design a safe sharing process for organizations while spreading awareness on how to manage sensitive data

Design and development of the safe sharing process within HDX platform as well as of a framework for OCHA Data Responsibility learning offer.


We developed a behaviour-change analytical framework and collected information interviewing the internal OCHA team as well as partner organizations, in order to define possibile future journeys of managing and derisking sensitive humanitarian data.

Thinking in depth,
designing with care

We bring innovation to life by

Projects

Learnings

Thinking in depth,designing with care

We bring innovation to life by

Projects

Learnings

Thinking in depth,
designing with care