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MCBW 2021
D
I
UI
IC
E
S RV ES
L
B GREAT
Hi,


I’m Chris!
Since 2019 Principal UX Designer /


Solution Manager Service Design


@ Ergosign
Since 2001 Designing digital products / Services
Berlin
Service Design
“Products of economic activity that
you can’t drop on your foot, ranging
from hairdressing to websites.”
— The economist
“An orchestrated system, delivered
over time, that you can’t drop on your
foot, but there is physical evidence.”
— Someone at Adaptive Path
“A service is something that helps
someone to do something.”
— Lou Downe
Your organization provides services.


No matter what industry you are in.


No matter what you sell, you are provide
a service to individuals or companies.


COMPANY
CUSTOMERS
Touch Points
CUSTOMERS
CUSTOMERS
User
Experience
CUSTOMERS
Service
Experience
COMPANY


Service Design examines the touch
points,conversations, interactions,
operations, culture and structure of an
organization for their impact on the
service experience.
Service Design applies design methods
and craft to the de
fi
nition and
orchestration of service experiences.
SOCIETY ENVIRONMENT
CUSTOMERS
COMPANY


&


EMPLOYEES
It does for the customer what
they need it to do, in a way that
works for them.
It does not destroy the world we
live in, or negatively a
ff
ect the
society as a whole.
It’s pro
fi
table and easy to run for
the providing organisation.
Good services
— Lou Downe
Good services


are designed
16
Holistic People-centered Sequencial
Real Collaborative
Iterative
Service Design Principles
CUSTOMER
BUSINESS
EMPLOYEE
EMPATHY


TRIANGLE
A sustainable service needs


to empathize with…
CUSTOMER
BUSINESS
EMPLOYEE
EMPATHY


TRIANGLE
ENVIRONMENT
A sustainable service needs


to empathize with…
CUSTOMER
BUSINESS
EMPLOYEE
EMPATHY


TRIANGLE
SOCIETY
A sustainable service needs


to empathize with…
CUSTOMER
BUSINESS
EMPLOYEE
EMPATHY


TRIANGLE
PARTNERS
A sustainable service needs


to empathize with…
CUSTOMER
BUSINESS
EMPLOYEE
EMPATHY


TRIANGLE
ANYTHING
A sustainable service needs


to empathize with…
A Classic Service Design Approach
Blueprint
Vision
Touch Point
Design
Journey Ideation
Evolution Map
Research
validate
Data MVP
MVP
Design The Journey
Design The Journey
Actions on touch points


become a customer
Customer needs in key moments
Desired outcome
Future opportunities
Indicators for success
Product offers according to


evolving knowledge and needs
Design The Journey
Actions on touch points


become a customer
Customer needs in key moments
Desired outcome
Metric
KPIs
Growth of services according to


evolving knowledge and needs
Define


outcomes
What are the indicators


to fulfill the user needs?
01
Establish


metrics
Find data


source
Socialize


data
02 03 04
Select the right metric


to monitor success
along the customer
journey.
Find the data source


which provides useful
information.


The measured experience


needs to be reported to


the organization.
Measure to Iterate More Effectively
Design the Journey
Actions on touch points


become a customer
Customer needs in key moments
Desired outcome
Ressources
Indicator for success
Growth of services according to


evolving knowledge and needs
Greener alternatives
The conversation about environmental
responsibility is not easy…


Let’s take something you care about.
All Netflix users combined emit


as much carbon dioxide in one second as


driving a 🚗 3.8x around the world.
All Netflix users combined emit


as much carbon dioxide in one second as


driving a 🚗 3.8x around the world.
So how does that feel now?




That’s probably how your business perceives


Then try to use its momentum.
From insights to design solutions:


Imagine you need to design the experience


for a smart Korean BBQ restaurant
(C) Ssam Korean Barbeque
Insight:


Eating Korean BBQ is a
group thing.


(C) Ssam Korean Barbeque
Insight:


People can order using the
app on their smartphone.


(C) Ssam Korean Barbeque
Insight:


Not everybody considers
service as good if the
waiter approaches the
table every five minutes
to ask for orders.
(C) Ssam Korean Barbeque
Industry trend:


It is hard to find good


service staff.
(C) Ssam Korean Barbeque
Opportunity:


The experience should
be optimized for groups
along their journey.
(C) Ssam Korean Barbeque
Opportunity:


Let customers decide
when they like to be
serviced.
(C) Ssam Korean Barbeque
plan get there get table order


eat order more eat more pay


leave
Evidence B:


Plan a NGO
Design a people-centered


start-up (NGO).
As many good things -


it started by accident
Dave
Little


Dave
Tarek
Little


Tareks
Ummul
KITA
It’s based on passion,


characterised by somebody’s


roots.
$ 147 Bn
Total aid money
$ 36 Bn
25% of total money
Were pledged for 

local organisations
Managed by over 50 big 

NGOs and governments
$ 1,5 Bn
< 2% delivered
The world’s leading orgs fail


to locally distribute their fundings.
We do not accept
bureaucracy as an
inexpugnable
obstacle
NGO
It prevents us to deliver aid where it is
needed. We will empower localised aid
organisations of any size. Many small
initiatives organized as strong network,
will make big impact.
fai d
We do not accept


bureaucracy as an


inexpugnable obstacle
Throws all necessary information and 

documents unsorted and unpolished

to faid. All formats and content types are
accepted as long as it communicates the
required information.
Changemakers Frontline Aid
Faid organizes volunteers with various
skills to convert the received material
into a useable format. Reports to
donors and distributes the received
funding to the supported projects.



Institutional Investors
Faid’s idea


in a nutshell
Individual Donors
PROJECT APPROACH
DISCOVERY
RESEARCH SYNTHESIS
Analize what’s there




Understand the
founder




Interviews with
potential donators




Interviews with
changemakers


Interviews with
volunteers


Insights / Opportunity
Areas
 


Customer Journeys


Insights & Opportunities
 


Report (PDF)


IDEATION
Ideate opportunities




STRATEGY
DESIGN VISION
STRATEGY
MVP Definition




Evolution map




Service strategy
Service strategy


Blueprint
DESIGN
Key Screens


Brand identity


Prototype of the


digital service for


volunteers and
changemaker


CONCEPT
Scribbles or wireframes


Scribbles


DETAIL DESIGN
Design realization


As a prototype


(Antetype)


Antetype Prototype


DEVELOPMENT
PROJECT MGT
Project management


for MVP realization


Project Management


40


PT
Language barrier


Technical barrier


Complexity


Inflexibility


No access to something

Ethics
What can exclude people
This project needed an
inclusive mindset
Change


maker
Fundings for their projects. They need support for the reporting. 

They need support in other disciplines, like translation, legal issues,
design, marketing, etc. They need to track the project success and
define and adapt milestones. Their work with this people needs a lot of
empathy as they do not live complying with Western standards.
Sometimes there is no electricity, or connectivity. They face daily
threats like shootings or bombs. In some areas, their work is not
accepted and can be punished.
Local person who leads a project or initiative. A small
NGO which runs local projects. People of the same culture
who are the closest to the problem, know best theirs
needs. These local guys help to improve the life of their
fellows. If they are private individuals, it might be that they
have only few education, speak just local language.

No access to digital devices.
Needs
Characteristics
fai d
Private people who want to support changemakers with their
time and capabilities. They are financially independent and
the social work brings them fulfilment. Volunteers also
enjoy the community and culture at work when
volunteering. They usually commit to work for a certain
amount of time per week or month as they have full-time
jobs beside their engagement. Some of them use their
experience made at faid for further job application.


They make the faid community. 

They work on tasks to support the changemakers. 

The higher profiles who have some experience working at faid
receive some decisional power and also assure the quality of the
output of the lower profiles or newer volunteers. 

Volunteer
Needs
Characteristics
fai d
59
They need to find a service, where they 

find trustful information about projects they

want to support.


After their donation, the most wanted wish is
seeing the impact the donation made.
They are individuals who want to support meaningful
projects. They are usually well educated and financially
independent. They like to connect with the project of
their choice and follow up on the progress. They are
interested in seeing the impact of their donation.

They usually don’t trust in big organisations and prefer
smaller, more human institutions.
Individual


donors
Needs
Characteristics
fai d
60
They want to take advantage of the tax reduction their donation will have.

They need to make sure that their donation will not be misused. 

They want to use their efforts for internal and external 

marketing. Require constantly reports and proofs for the usage of they 

funding and its impact. They sometimes would like to be involved in the 

project work.
These institutions can be foundations, larger NGOs or
governments. Being larger organizations they lack in 

agility and don’t show much empathy for the need of
local communities. They manage most of the global
charity money.


Institutional


donors
Needs
Characteristics
fai d
1
The geolocation where faid’s changemaker is mainly in are problem areas, like war
zones. The political situation is mostly unstable and there are many sources of
threats for the local communities. The future service needs to take the context of
the changemaker into account and show empathy for the situation they are in.
Insights
fai d
„Things we are taking for granted, like public places to gather,
are often not existing or too dangerous."


„In some regimes, it is forbidden for minorities to have fun.
People get in trouble, if they see them dancing or doing sports
together. "


„It is more likely that somebody has a mobile and internet
access, than having a working mail service. But a letter would
not be safe enough. “


"The usage of mail is not secure enough, as stolen it could unveil
personal data."


"There are restrictions by the secret police, governments or
other military groups, which put changemakers in certain
countries under high risk.“


„All personal data is very sensitive and should never be
published without clear confirmation, also not be accessible in
any imaginable way."


Always remember the
context
Conflict areas always require our 

attention to safety
fai d
KICKSTARTER - DESIGN STRATEGY
Tarek


Founder
Stakeholder


Foundation
Technical


Lead
Volunteer
Designer
Very creative


PM
The guy who


wrote his thesis


about it.
Dave, father


of little Dave
KICKSTARTER - DESIGN STRATEGY
Oppor


Control checks and safeguards.

Inclusive design and thoughtful simplification
of complex bureaucracy .



Faid’s infrastructure can be used to collect
insights about local needs and share these with
organizations which do not have this access. 







Become an exclusive provider of grassroots
initiatives for foundations
fai d 65
01
05
02
03
04
06
07
The community model describes the role profiles the service will require 

and is based on the insights of the stakeholders’ descriptions. 

The defined roles have different responsibilities which require


different skill sets and levels of experience.
fai d
Faid community


model
67
Shows the calendar of contacts to easily
book an appointment without back-and-
forth communication.
Puts a committee together to make
decisions democratically possible.
YouCanBook.me
Loomio Slack
General community communication tool


Chat tool for task-based communication


Exchange of personal experiences between
volunteers
fai d
External tools
The service records video messages 

and translates the voice to text 

with translation from arabic to
english
Lama
The service makes digital signing of

contracts possible.
DocuSign
This tool will be completely integrated 

in the design of the platform, to make
use of its way to create forms for
custom reports.
KoboToolBox
Create tasks
Tasks
VOLUNTEER
CHANGEMAKER
Support request
PROJECT
Reports
MCS Reports
Information
Targets
Timeline incl.
milestones
Task history
Work


on tasks
Track project
Create reports
Fix problems
68
Main entities
PROJECT MANAGER
Revision


loops
VOLUNTEER
CHANGEMAKER
Send for approval
Task list
Support request
Publish


in project
PROJECT MANAGER
Notify
Create task
Revision
Assign to task
69
Task mgt.
COMMITTEE


IS A GROUP OF


FIVE PROJECT


MANAGERS


DISCUSS
LOOMIO SESSION
ORGANIZE COMMITTEE
VOTE
DEFINE CONSTRAINTS
RECOMMENDED


DECISION
PROJECT MANAGER
GENERAL MANAGER
SIGN OFF
APPLIES TO :

Volunteer application

Changemaker application

Project application

Escalation procedure
Decisions &


approvals
Enable Engage Disrupt
Faid connects volunteers with 

changemakers.
Faid connects private donors with the
changemaker’s projects and provides a
direct channel for donations. 

Collect and share local insights

with e.g. Olympic committee.
Faid changes the way how charity works
and how NGOs are organized.


Data-driven innovation



Include business volunteers
Reporting will be done by
changemakers through the service.
Weekly reports and MSC reports can be
submitted and will be completed by
faid's volunteers
HUMAN
ACTION
AUTOMIZATION
Service helps to track
projects.
Changemakers can submit
interviews with locals to collect
local insights.

The service offers private donors to
browse the projects on the website
and donate.
MVP
MISSION
Institutionalize
Faid prepares their projects according to
foundation standards to become an
exclusive provider for foundation’s
fundings.
IMPACT
Grow local projects and
volunteer network.
New incomes through private donors
and research data subscriptions.
Steadily collect bigger
fundings.
Disrupt the charity sector
The project onboarding supports all the
documents and details foundations
need to see later. Changemakers will be
consulted if this special funding fits
their needs.
Foundations will find all reported data
within the service, so there’s no need
for additional reporting.
Automized reporting to institutions
Service provides local 

research data.
Faid’s evolution
fai d
For the changemaker we want to make it very clear how happy faid is with their overall

responsiveness and goodwill to get things done. There will be a „Trust indicator“, which shows the changemaker in their
profile how happy faid currently is with them. The indicator ends with the final termination of faid's support. With the
understanding for complicated times and the necessity to prioritize especially in tough times, we only start showing the
meter when collaboration doesn't work for some time. From that moment on the changemaker has it very clear how far
he wants to push the limits. A status change will be emailed as well, followed by a personal visit by the local inspector for a
better view on the situation.
WE


TRUST


IN YOU
WE STILL


TRUST.


PLS REPLY!
LET US
HELP


YOU
CONTACT


US OR WE
HELP
ELSEWHERE
YOU GOT 7
DAYS TO


REPLY


73
Trust indicator
If you want to support these
guys, drop me a message,


I’ll connect you.
Know Your Tools - They Are Powerful
Blueprint
Vision
Touch Point
Design
Journey Ideation
Evolution Map
Research
validate
Data MVP
MVP
Why is all this a job for designers?
We are empathic –


Our methods are people-
centric!






We visualize –


To create visions and


make the invisible tangible.


We are facilitators –


We make people


collaborate!


Can we promise profitability?
No – but we create added value,


which leads to profit and customer loyality.


We strive for relevant solutions and design


things to last.
MADE TO BE SHARED
GET IN TOUCH!
CHRISTIAN.LENZ@ERGOSIGN.DE
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021
"Build Great Services" - Ergosign @ MCBW 2021

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"Build Great Services" - Ergosign @ MCBW 2021

  • 2. Hi, I’m Chris! Since 2019 Principal UX Designer / 
 Solution Manager Service Design 
 @ Ergosign Since 2001 Designing digital products / Services Berlin
  • 4. “Products of economic activity that you can’t drop on your foot, ranging from hairdressing to websites.” — The economist
  • 5. “An orchestrated system, delivered over time, that you can’t drop on your foot, but there is physical evidence.” — Someone at Adaptive Path
  • 6. “A service is something that helps someone to do something.” — Lou Downe
  • 7. Your organization provides services. 
 No matter what industry you are in. 
 No matter what you sell, you are provide a service to individuals or companies.
  • 11. Service Design examines the touch points,conversations, interactions, operations, culture and structure of an organization for their impact on the service experience.
  • 12. Service Design applies design methods and craft to the de fi nition and orchestration of service experiences.
  • 14. It does for the customer what they need it to do, in a way that works for them. It does not destroy the world we live in, or negatively a ff ect the society as a whole. It’s pro fi table and easy to run for the providing organisation. Good services — Lou Downe
  • 16. 16 Holistic People-centered Sequencial Real Collaborative Iterative Service Design Principles
  • 22. A Classic Service Design Approach Blueprint Vision Touch Point Design Journey Ideation Evolution Map Research validate Data MVP MVP
  • 24. Design The Journey Actions on touch points 
 become a customer Customer needs in key moments Desired outcome Future opportunities Indicators for success Product offers according to 
 evolving knowledge and needs
  • 25. Design The Journey Actions on touch points 
 become a customer Customer needs in key moments Desired outcome Metric KPIs Growth of services according to 
 evolving knowledge and needs
  • 26. Define 
 outcomes What are the indicators 
 to fulfill the user needs? 01 Establish 
 metrics Find data 
 source Socialize 
 data 02 03 04 Select the right metric 
 to monitor success along the customer journey. Find the data source 
 which provides useful information. 
 The measured experience needs to be reported to 
 the organization. Measure to Iterate More Effectively
  • 27. Design the Journey Actions on touch points 
 become a customer Customer needs in key moments Desired outcome Ressources Indicator for success Growth of services according to 
 evolving knowledge and needs Greener alternatives
  • 28. The conversation about environmental responsibility is not easy… 
 Let’s take something you care about.
  • 29.
  • 30. All Netflix users combined emit 
 as much carbon dioxide in one second as 
 driving a 🚗 3.8x around the world.
  • 31. All Netflix users combined emit 
 as much carbon dioxide in one second as 
 driving a 🚗 3.8x around the world. So how does that feel now? 
 
 That’s probably how your business perceives
  • 32.
  • 33. 
 Then try to use its momentum.
  • 34. From insights to design solutions: 
 Imagine you need to design the experience 
 for a smart Korean BBQ restaurant
  • 35. (C) Ssam Korean Barbeque
  • 36. Insight: 
 Eating Korean BBQ is a group thing. 
 (C) Ssam Korean Barbeque
  • 37. Insight: 
 People can order using the app on their smartphone. 
 (C) Ssam Korean Barbeque
  • 38. Insight: 
 Not everybody considers service as good if the waiter approaches the table every five minutes to ask for orders. (C) Ssam Korean Barbeque
  • 39. Industry trend: 
 It is hard to find good 
 service staff. (C) Ssam Korean Barbeque
  • 40. Opportunity: 
 The experience should be optimized for groups along their journey. (C) Ssam Korean Barbeque
  • 41. Opportunity: 
 Let customers decide when they like to be serviced. (C) Ssam Korean Barbeque
  • 42. plan get there get table order eat order more eat more pay leave
  • 43.
  • 44.
  • 45.
  • 46.
  • 49. As many good things - it started by accident Dave Little 
 Dave Tarek Little 
 Tareks Ummul KITA
  • 50. It’s based on passion, 
 characterised by somebody’s 
 roots.
  • 51. $ 147 Bn Total aid money $ 36 Bn 25% of total money Were pledged for 
 local organisations Managed by over 50 big 
 NGOs and governments $ 1,5 Bn < 2% delivered The world’s leading orgs fail 
 to locally distribute their fundings.
  • 52. We do not accept bureaucracy as an inexpugnable obstacle NGO It prevents us to deliver aid where it is needed. We will empower localised aid organisations of any size. Many small initiatives organized as strong network, will make big impact. fai d We do not accept 
 bureaucracy as an 
 inexpugnable obstacle
  • 53. Throws all necessary information and 
 documents unsorted and unpolished
 to faid. All formats and content types are accepted as long as it communicates the required information. Changemakers Frontline Aid Faid organizes volunteers with various skills to convert the received material into a useable format. Reports to donors and distributes the received funding to the supported projects.
 
 Institutional Investors Faid’s idea 
 in a nutshell Individual Donors
  • 54. PROJECT APPROACH DISCOVERY RESEARCH SYNTHESIS Analize what’s there 
 
 Understand the founder 
 
 Interviews with potential donators 
 Interviews with changemakers 
 Interviews with volunteers Insights / Opportunity Areas   Customer Journeys Insights & Opportunities   
 Report (PDF) IDEATION Ideate opportunities 
 
 STRATEGY DESIGN VISION STRATEGY MVP Definition 
 
 Evolution map 
 
 Service strategy Service strategy Blueprint DESIGN Key Screens 
 Brand identity Prototype of the 
 digital service for 
 volunteers and changemaker CONCEPT Scribbles or wireframes Scribbles DETAIL DESIGN Design realization As a prototype 
 (Antetype) Antetype Prototype DEVELOPMENT PROJECT MGT Project management 
 for MVP realization Project Management 40 
 PT
  • 55. Language barrier Technical barrier Complexity Inflexibility No access to something
 Ethics What can exclude people This project needed an inclusive mindset
  • 56.
  • 57. Change 
 maker Fundings for their projects. They need support for the reporting. 
 They need support in other disciplines, like translation, legal issues, design, marketing, etc. They need to track the project success and define and adapt milestones. Their work with this people needs a lot of empathy as they do not live complying with Western standards. Sometimes there is no electricity, or connectivity. They face daily threats like shootings or bombs. In some areas, their work is not accepted and can be punished. Local person who leads a project or initiative. A small NGO which runs local projects. People of the same culture who are the closest to the problem, know best theirs needs. These local guys help to improve the life of their fellows. If they are private individuals, it might be that they have only few education, speak just local language.
 No access to digital devices. Needs Characteristics fai d
  • 58. Private people who want to support changemakers with their time and capabilities. They are financially independent and the social work brings them fulfilment. Volunteers also enjoy the community and culture at work when volunteering. They usually commit to work for a certain amount of time per week or month as they have full-time jobs beside their engagement. Some of them use their experience made at faid for further job application. They make the faid community. 
 They work on tasks to support the changemakers. 
 The higher profiles who have some experience working at faid receive some decisional power and also assure the quality of the output of the lower profiles or newer volunteers. 
 Volunteer Needs Characteristics fai d
  • 59. 59 They need to find a service, where they 
 find trustful information about projects they
 want to support. After their donation, the most wanted wish is seeing the impact the donation made. They are individuals who want to support meaningful projects. They are usually well educated and financially independent. They like to connect with the project of their choice and follow up on the progress. They are interested in seeing the impact of their donation.
 They usually don’t trust in big organisations and prefer smaller, more human institutions. Individual 
 donors Needs Characteristics fai d
  • 60. 60 They want to take advantage of the tax reduction their donation will have.
 They need to make sure that their donation will not be misused. 
 They want to use their efforts for internal and external 
 marketing. Require constantly reports and proofs for the usage of they 
 funding and its impact. They sometimes would like to be involved in the 
 project work. These institutions can be foundations, larger NGOs or governments. Being larger organizations they lack in 
 agility and don’t show much empathy for the need of local communities. They manage most of the global charity money. Institutional 
 donors Needs Characteristics fai d
  • 61. 1 The geolocation where faid’s changemaker is mainly in are problem areas, like war zones. The political situation is mostly unstable and there are many sources of threats for the local communities. The future service needs to take the context of the changemaker into account and show empathy for the situation they are in. Insights fai d
  • 62. „Things we are taking for granted, like public places to gather, are often not existing or too dangerous." „In some regimes, it is forbidden for minorities to have fun. People get in trouble, if they see them dancing or doing sports together. " „It is more likely that somebody has a mobile and internet access, than having a working mail service. But a letter would not be safe enough. “ "The usage of mail is not secure enough, as stolen it could unveil personal data." "There are restrictions by the secret police, governments or other military groups, which put changemakers in certain countries under high risk.“ „All personal data is very sensitive and should never be published without clear confirmation, also not be accessible in any imaginable way." Always remember the context Conflict areas always require our 
 attention to safety fai d
  • 63. KICKSTARTER - DESIGN STRATEGY Tarek 
 Founder Stakeholder 
 Foundation Technical 
 Lead Volunteer Designer Very creative 
 PM The guy who 
 wrote his thesis 
 about it. Dave, father 
 of little Dave
  • 65. Oppor Control checks and safeguards.
 Inclusive design and thoughtful simplification of complex bureaucracy .
 
 Faid’s infrastructure can be used to collect insights about local needs and share these with organizations which do not have this access. 
 
 
 
 Become an exclusive provider of grassroots initiatives for foundations fai d 65 01 05 02 03 04 06 07
  • 66. The community model describes the role profiles the service will require 
 and is based on the insights of the stakeholders’ descriptions. 
 The defined roles have different responsibilities which require different skill sets and levels of experience. fai d Faid community 
 model
  • 67. 67 Shows the calendar of contacts to easily book an appointment without back-and- forth communication. Puts a committee together to make decisions democratically possible. YouCanBook.me Loomio Slack General community communication tool Chat tool for task-based communication Exchange of personal experiences between volunteers fai d External tools The service records video messages 
 and translates the voice to text 
 with translation from arabic to english Lama The service makes digital signing of
 contracts possible. DocuSign This tool will be completely integrated 
 in the design of the platform, to make use of its way to create forms for custom reports. KoboToolBox
  • 68. Create tasks Tasks VOLUNTEER CHANGEMAKER Support request PROJECT Reports MCS Reports Information Targets Timeline incl. milestones Task history Work 
 on tasks Track project Create reports Fix problems 68 Main entities PROJECT MANAGER
  • 69. Revision loops VOLUNTEER CHANGEMAKER Send for approval Task list Support request Publish in project PROJECT MANAGER Notify Create task Revision Assign to task 69 Task mgt.
  • 70. COMMITTEE 
 IS A GROUP OF 
 FIVE PROJECT 
 MANAGERS DISCUSS LOOMIO SESSION ORGANIZE COMMITTEE VOTE DEFINE CONSTRAINTS RECOMMENDED 
 DECISION PROJECT MANAGER GENERAL MANAGER SIGN OFF APPLIES TO :
 Volunteer application
 Changemaker application
 Project application
 Escalation procedure Decisions & 
 approvals
  • 71.
  • 72. Enable Engage Disrupt Faid connects volunteers with 
 changemakers. Faid connects private donors with the changemaker’s projects and provides a direct channel for donations. 
 Collect and share local insights
 with e.g. Olympic committee. Faid changes the way how charity works and how NGOs are organized. Data-driven innovation
 
 Include business volunteers Reporting will be done by changemakers through the service. Weekly reports and MSC reports can be submitted and will be completed by faid's volunteers HUMAN ACTION AUTOMIZATION Service helps to track projects. Changemakers can submit interviews with locals to collect local insights.
 The service offers private donors to browse the projects on the website and donate. MVP MISSION Institutionalize Faid prepares their projects according to foundation standards to become an exclusive provider for foundation’s fundings. IMPACT Grow local projects and volunteer network. New incomes through private donors and research data subscriptions. Steadily collect bigger fundings. Disrupt the charity sector The project onboarding supports all the documents and details foundations need to see later. Changemakers will be consulted if this special funding fits their needs. Foundations will find all reported data within the service, so there’s no need for additional reporting. Automized reporting to institutions Service provides local 
 research data. Faid’s evolution fai d
  • 73. For the changemaker we want to make it very clear how happy faid is with their overall
 responsiveness and goodwill to get things done. There will be a „Trust indicator“, which shows the changemaker in their profile how happy faid currently is with them. The indicator ends with the final termination of faid's support. With the understanding for complicated times and the necessity to prioritize especially in tough times, we only start showing the meter when collaboration doesn't work for some time. From that moment on the changemaker has it very clear how far he wants to push the limits. A status change will be emailed as well, followed by a personal visit by the local inspector for a better view on the situation. WE 
 TRUST 
 IN YOU WE STILL 
 TRUST. 
 PLS REPLY! LET US HELP 
 YOU CONTACT 
 US OR WE HELP ELSEWHERE YOU GOT 7 DAYS TO REPLY 
 73 Trust indicator
  • 74.
  • 75. If you want to support these guys, drop me a message, 
 I’ll connect you.
  • 76. Know Your Tools - They Are Powerful Blueprint Vision Touch Point Design Journey Ideation Evolution Map Research validate Data MVP MVP
  • 77. Why is all this a job for designers? We are empathic – 
 Our methods are people- centric! 
 


 We visualize – 
 To create visions and 
 make the invisible tangible. We are facilitators – We make people 
 collaborate! 

  • 78. Can we promise profitability?
  • 79. No – but we create added value, 
 which leads to profit and customer loyality. 
 We strive for relevant solutions and design 
 things to last.
  • 80. MADE TO BE SHARED GET IN TOUCH! CHRISTIAN.LENZ@ERGOSIGN.DE