Design of a support system for 121

Abstract

This graduation project is about digital product 121. This product is developed by 510, the data and digitalization imitative of the Netherlands Red Cross. Through 121, a person affected (PA) by a humanitarian disaster, can receive Cash Based Aid (CBA) and Information as Aid (IAA). CBA is new form of aid, where the PA receives digital money instead of traditional in-kind aid such as food or water. There are several benefits of CBA over in-kind aid. First, it can be delivered faster as the PA does not have to travel to a certain location to receive the aid, but can receive it on their digital device. Furthermore, it can be safer for PA and Aid Workers (AW) as no cash money needs to be handled. Also, it creates more autonomy for the PA on how to use the aid. And last, for AW the process is more efficient because of the digitalization. 121 is a promising product that could be used in many different humanitarian contexts. Ideally, the product can be used autonomously. Meaning that the PA can register, receive the aid, and use the digital money without additional support. However, research by 510 showed that often people cannot use the product autonomously and need additional support. This support be for example an aid worker assisting with the registration, or providing internet access for people who have no access to internet. This graduation assignment was focused on finding out, what support system functionalities might be needed, for the product 121 to function optimally. Also, the goal of the project was to show the need and relevance of this support system to external stakeholders and internal stakeholders of 510, so that the development of a support system becomes an integral part in the development of 121. A case study on undocumented migrants has been conducted, to find out what support system functionalities might be needed for that specific context. This humanitarian context was chosen, because a 121 pilot program ran from November 2020 until May 2021. During this pilot program, insights of the product in context could be gathered. Also, through an ethnographic study, insights from the end users, the undocumented migrants and aid workers have been gathered. With the insights from the case study, design requirements could be formulated, for the design of a tool to design the support system for a certain context, and to show the need and relevance for this support system. The final concept is a support system design approach consisting of four steps. The approach is accompanied with templates and a support system design canvas. This canvas has been specifically designed to facilitate problem finding and solution generation for support system functionalities. Through a creative session with 510’s team members and external stakeholders, the canvas can be filled in and the support system functionalities defined. The last step is implementing these functionalities in the further design of 121. Because, with a support system in place, more people are able to receive the aid they need.