Better Shelter is a Swedish company that produces refugee shelter well know as the “Ikea shelter”. As we know, the refugee crises are far away of an end, and today more than 50 million people live in a refugee situation. from this population something near 20% are under the care of the United Nations agency for Refugees (UNHCR). But, for Better Shelter, UNHCR is responsible more than 90% of the buying. During a four weeks project, we investigate and create a solution to help this company to align information and feedback with different partners.
Better Shelter started a journey map months ago, but they never had the time to finish or to validate the data on it. We started the research process working on this journey.
Hypothisis One:
If they only could sell it in different ways, they could find more clients.
After research we discover that no, the problem isn’t the selling process itself, but the way the humanitarian sector work that was hindering camp managers to have tools to choose and pressure the head quarters.
Storyboard workshop, to start grasping how this solution could look like
"Know, Don't Know and Assumption" workshop
Working on the Journey map
Getting to know the Shelter for the first time.
The final Service Blueprint, after the research process, and the validation of the preliminary one made upon assumptions, that we receive from the client.
The key research findings, the ones that we used to build your solutions
Framing the problem:
How Might We Help better Shelter, to align information with all the levels inside the partner’s organizations (a.k.a from headquarters to the field) in a way that avoids people to make mistakes that reverberate in the brand and that triggers users and managers to give feedback so we can create the new version of the shelter.
The Solution:
We end up deciding that the best way to align information and receive feedback, was creating a WhatsApp bot. WhatsApp is the main communication tool used by the people in the field. It’s fast easy to use and allows people to use audio, images, and text.
By triggering people to talk to this bot offering help in the box, we can talk to people that buy the units as well if people that receive as a gift.
By offering help, we can ask people to show us the problem their units have and trough this, we can obtain feedback.
This is how the box will look like, with a call to action, prompting users to WhatsApp Better Shelter.
flowchart scenario 1: User found contact information on the box/leaflet.
flowchart scenario 2: User is missing parts.
flowchart scenario 3: Maintainance
