Designing for Crisis
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Projective planeMultiplication signService (economics)ReliefBitVisualization (computer graphics)Lecture/Conference
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Transcript: English(auto-generated)
00:07
Okay, so a short intro, we have Errol Fox here, she is with Ushahidi and she will talk about a project they are currently doing in Nairobi and as we are already a little
00:25
bit out of time, you have time enough, I think that's fine. Yeah we'll try and stick to time, so yeah we have font problems, apologies. So I'm going to talk about designing for crisis, so about working in emergency services and
00:44
international disaster relief. I'm Errol, I'm a designer, so I do design research, UX and visual design at Ushahidi. I've been in this industry for about 10 years doing design related things, my pronouns are they, them, theirs, so if you reference me in any kind of tweets please use
01:03
my correct pronouns. And I also have history with community development, so as I was training to be a designer, a technician, I was doing community development work in my spare time, so that becomes important when I start getting into the project that we were doing. So some of the stuff, what should I have opened this end to?
01:38
Yeah I've got two, this is not what's on there, it's this one, right?
01:49
Is it? No, I don't know. Yeah no no that's the PowerPoint, that'll be that one, yeah there's, but doing this kind of,
02:13
okay there we go, well again we'll get through it, we'll get through it. I'll use arrow keys,
02:21
it'll be like a very slow process. So yeah this is the kind of community work that I used to do, things like homework clubs with kids, green mapping, I volunteer for Team Rubicon which is an international disaster relief volunteer organization, and we do lots of different things over the years with the community, so I'm very very community-led in my approach.
02:43
So if you don't know about Ishihidi and what Ishihidi does, so we are a humanitarian tech company that was born in Nairobi in Kenya in the 2007-2008 election violence, so the founders were seeing some of the conflict that was happening around the country and they decided
03:02
to create a crowdsourced open source mapping tool for citizens to be able to report what they were seeing happen on the ground, so it was a different kind of approach that was seen before, it's very very much like empowering the communities to talk about the kinds of things that were they were seeing day to day. Since its birth in 2007-2008 we've had Ishihidi deployed
03:26
all over the globe in lots of different scenarios, so the example that on the screen there is when there were the earthquakes in Nepal it was used to map all the different kinds of things that were happening there and then they used that information to send in helicopters and to
03:42
coordinate the relief effort. We also have many other tools, some of which open source, some of them not because they're currently in development, so we have another tool which is crisis communication tool called 10-4 which is about how to reach teams when you're in a crisis scenario and again this was born out of another incident in Nairobi in Kenya when there
04:02
were the mall attacks, so when you have terrorist attacks we can contact our team members, so we created this open source tool for you to be able to communicate with your teams when there is a crisis. So that's our background as Ishihidi, that's the space that we've operated in now for 10 years, very much to do with how people submit their own reports,
04:25
submit their own data, how to empower them to use technology to make themselves heard, to raise their voices and for organisations and people to respond to that. So I'm going to talk
04:41
a little bit about this project that we've been working on, it's a new tool that Ishihidi have been working on, so I'm going to talk a little bit about crisis background which is anybody who's in crisis international disaster will feel very familiar but bear with me. I'm going to talk about the minimum viable products that we created and the field research mostly that we
05:02
conducted in Kenya and only two challenges in learning, there were many many more of which I've got about a 30 page PDF if you're ever interested in reading a really fascinating document about all the different things that we discovered from this project but I'm just going to focus on two challenges and two learnings in my time that I've got.
05:23
So the problem statement that we were trying to solve for with technology is this one, so in a crisis finding out what people who are affected need is really complicated and for those of you within this scenario you might be familiar with some of those complications but if you're not the kinds of complications can be the organisations like relief
05:44
organisations tend to have a certain set of things that they can offer, so it's a very top-down approach, we have this, we're going to offer you this and the community might actually have that need but they also might have more complex needs as well, so they might have needs for not just clean water but also working electricity, they might have needs for
06:03
connectivity, they might have needs for any number of things and the relief effort organisation can be quite dispersed and quite chaotic sometimes, so what we wanted to try and figure out is how we can start to solve some of these complex problems around crisis
06:23
and one of the things that we've, oh so I'm going to just talk about the life cycle of a crisis really quickly, so and where we've worked in before as Ushahidi and where we have good knowledge and then where we're hoping to make a new innovation, so you have
06:44
three different sectors of a crisis and when I talk about a crisis it can be a natural disaster or it could be a man-made disaster like a terrorist attack, they typically follow a similar pattern, so you have a before phase which is typically, there might have been a crisis in the past in some way but there's kind of like a resilience phase, so this
07:02
can be a phase where you can have like quite a lot of effect, quite a lot of impact if you know that a community was in that phase, you have a response phase, so this is like a during phase, so that's when the event is happening or shortly after the event has happened and then you've got a recovery phase, so the real impact of what that event has
07:23
had on that community and then some time elapses, in some communities it's longer, some communities it's shorter, it depends on the development effort within the communities and how connected the governments are, but typically they cycle back into the resilience phase at some point, so what we wanted to test and we got some funding from the Rockefeller Foundation
07:48
to test this technological intervention, so can a tech tool help a community build capacity to help each other before, during and after an incident, so what are the technological interventions that can be made and we really pulled on some of the research we did
08:05
in Kathmandu, so I just want to bring up my notes so that I say all the different organisation names accurately, so this was the earthquakes that happened and they had a really robust response to these earthquakes, the mapping effort was really fantastic
08:23
and it was partly due to the building of partnerships within the local area, one of our project leaders at the time at Ushahidi had built a series of different partnerships with some organisations, so it was the Kathmandu Living Labs and they mapped all the health facilities in the valley before the earthquake, that's really important, before the earthquake
08:43
and there was an organisation called the Standby Task Force and they organised the digital volunteers to deploy within a crisis scenario, they did things like searching social media for reports and triaging those things and categorising them and they helped create
09:00
the database that fed into these mapping efforts and then you had the micro mappers, so they were again analysing tweets, looking for pictures and evidence of damage and they were also looking for needs, you had Humanity Road and they were closing the communication gap in sudden onset disasters, so that's when you've got multiple
09:23
different organisations going in, sometimes offering similar aid, it's about closing the communication gaps between these organisations so that they're not overlapping effort and that they're meeting the needs of the community. So other examples that we researched on these kinds of things were Hebden Bridge in the north of England also had a similar response,
09:43
so before a series of floodings that happened there, they had a really robust, it was a shopping street with lots of different independent stores and they had a community, they had a community Facebook page, they had community responses, community organisation and they were able to organise the response to that flood better because they had this network of people
10:07
that were interested in the area but also connected in some way. There's another example somewhere in Canada called Saskatoon, there's a badminton club, an area that had a incident they were able to respond to that better as a community because a lot of the community members
10:25
were members of a badminton club and it seems sort of silly to some extent that the idea of a badminton club or a shoppers association can organise an effort in response to a crisis but it's really the thing that we were nailing in on on this project
10:42
and our technological response to it. So yeah, we did a lot of research locally, what we call ethnographic research and we embedded ourselves in various different communities. We wanted to make sure that we got an understanding of all the different kinds of people
11:02
that are involved in a crisis response, so from the emergency services right down to the communities. So we have this hypothesis that more connected communities are going to create better response to crisis but we wanted to make sure that we included all different points of a response to a crisis, so this is why we went and talked to different emergency
11:22
services in different countries as well. We went to lots of different remote communities in places in Africa and places in the northwest territories of Canada as well as countries like the UK and the Netherlands and Ireland and a lot of this personally, a lot of this work
11:42
started to look really familiar to me, if you remember back at the beginning of the presentation the community development work that I did in a previous life. So it was really familiar to me this idea of how communities organizing certain activities, certain responses within the community can really contribute to a wider response to crisis. So it all started to come together
12:05
and what we did is we looked at this user ecosystem, we started to look at the ways in which we can make an impact then, who do we want to build something for and very quickly we removed the official emergency services from our consideration
12:26
for a very good reason that I'll go into a little bit later and then we started to identify that we've got a few different key groups of these communities, so we've got people that are organized but not kind of digital, so not using tech tools in which to organize
12:43
their communities and you've also got people that are not organized but they're looking to help and they might be more digitally connected. You've got variations in between all these kinds of different ones but these are some key groups that we were looking at impacting. So we looked at building an MVP, this is the process that
13:06
we went through, a lot of crunch, four months of research, design, dev, field and report, so this is the process that we went through in order to build this technology and what we came out with at the end of this research is a product we called Dispatcher. So Dispatcher
13:25
is at the moment still in MVP mode, you can still use it, it's on the getdispatcher.com URL and what we were talking about and what we wanted to try and achieve within this is build that sense of a community being able to be connected but also with the purpose of offering help and
13:43
receiving help, so an exchange of some kind of connecting method to build that sense of community that the Badminton Club had, that the helping groups had and these kinds of things that we observed within the communities where they were already robust, so those kinds
14:02
of communities in the crisis zones what they were doing was a sort of snow drift would happen and because you played badminton with a person down the road you know they've got a four by four and you know they can drive you to your job because they have access to the resources that you need when you're in a community and they were doing that naturally
14:21
so those communities were doing that within their informal settings. What we wanted to do was build a tool that also encouraged that in other places. So we built this tool Dispatcher and we call it peer-to-peer community-led needs assessment matching and recommendation system and one of the key things about the system was that it had a matching element to it
14:42
so you would add your skills, you would add your resources, you would add different information about yourself and it would match you with somebody that can help or that you could help and build that sense of community. So where are the arrow keys? Okay so we did a pilot in Nairobi in Kenya
15:08
and I just want to briefly kind of talk about why we chose Nairobi in Kenya other than it being a Shihidi's kind of home as such. So one of the key
15:20
things about Nairobi is that you have access to places like informal settlements such as Kibera and Kiolé and in areas like that crowding can often lead to things like fires so there's actually quite a high prevalence of crises either small to large happening quite regularly so we were able to go into a place where we could observe community crises happening
15:46
very very frequently so that we could really relate what we were doing directly to what people are experiencing. And also Nairobi gave us like this access to people with a breadth of different incident experiences so you've got people that
16:03
have experienced things on a larger scale like things to do with election violence, things to do with crime rates, things to do with some of the recent flooding and also the terrorist attacks but then you've also got these smaller scale crises happening in the communities around things to do with like gender-based violence. And there were a lot of people that were ready
16:23
and willing to help and looking for a solution to these problems and it's also incredibly important to solve problems towards Shihidi's home base as well. So what do we do? So within the research pilot, within this process of testing the MVP, we did several
16:44
different activities. We did a evaluative session so where essentially what they are is a set of user tests where you put your MVP product in front of people, you ask them series of questions to really test whether or not you've built the correct thing.
17:00
We did a foundational which were what we call semi-structured interview sessions where we spent about two hours with various different community leaders around the area. So we sat down with these different community leaders so they could be anything from the president of a student volunteer association to somebody working within government to somebody that leads a housing
17:24
complex, whatsapp group, things like that. So people that were key figures within their local communities and actively doing things that we wanted to happen within the product, within the tech tool, so offering help and receiving help and also coordinating that effort. So they were the really important people to be asking are we creating the right thing,
17:44
what are we not creating that you need to be able to facilitate this kind of work. And we came up with some really really fascinating questions as well, so things like how do you keep safe when you are looking to help other people in a community, how do you choose
18:00
who to help and who not to help, how do you protect yourself when you're online, how do you reconcile the community or the different socio-economic considerations when you want to help somebody else, like how do you make the decision that you should help somebody in this area versus this area. And a lot of really interesting insight again in the report which
18:23
I'm happy to share with anyone at the end of this came out at the end of that, so if you're looking for these kind of pieces of information to inform the kinds of stuff that you're doing, a lot of this research is really potentially useful insights into those those kinds of communities. And we also did explorative and promotional. Promotional is the slightly
18:47
less exciting one where we went and we handed out leaflets and we talked about the product. It was also trying to stress test it as well, so trying to get as many people on-boarded as well to be using it in different settings and to see how it gets used. And the
19:04
explorative was a structured stress test, so what we did was we got lots of people in one area for a day and we asked them to use the product and we asked them to actually play out the different actions that you would need to do. So would somebody actually go from
19:22
point a to point b to give somebody a cup of sugar? What are the choices that they make when they want to give somebody that cup of sugar and they have to traverse the city? How do they traverse the city? So on to the challenges and learnings. So the two that I've
19:42
picked out, there were many, there were lots and lots, really fascinating ones, but the two that I've picked out, the first one is around the discoveries that we made around official and emergency response skepticism. So there was skepticism both ways from the community and the emergency services. So emergency services had questions when we presented them
20:05
with this kind of tool, this kind of crowdsource community-led trying to build resilience tools. As soon as you sort of talked to them about resilience, they were like great, we love community resilience because that means less of us needing to respond to things, but they immediately asked questions like how can we trust it? How can we control it? How do I learn
20:26
how to use it and how long does it take for people to use? We don't have budget for this. All these kinds of things come up which are familiar, I suppose, and depending on the communities that we were researching, there were different things that came from the citizens. So in places
20:44
like the UK, you had people saying that they don't trust the emergency services to respond to their requests because it was too small, it was too insignificant or they didn't deem it something that the emergency services should be involved in. Whereas in places like Kenya,
21:02
you had people actively distrusting of the emergency services. So there was a lot of stories around that they're corrupt and that it's expensive so they wouldn't be reporting and asking communities for these kinds of things, asking for these kinds of things if an emergency service
21:20
or an official capacity was involved in this platform. So within this emergency services wider umbrella come the different aid organisations as well. So there was that understanding of well, if an aid organisation is just going to come and respond to my request anyway, why should I bother to engage with the community? So what we were really trying to do
21:42
is balance that line in between communities helping each other and the expectation of aid. So yeah, and then this is possibly slightly controversial within the setting because we
22:02
assumed that one of the big things that people would find as their main making of a choice of whether they were going to help somebody or not was proximity. So what we thought we needed was a map with all the different resources correctly mapped to all the different areas and that people were going to make a real decision based on how
22:23
long, how far and where somebody else is located. Actually what we found from the communities was way more important to them was actually a similar interest. So we spent a lot of time trying to develop an accurate directions mapping platform and actually what we
22:40
decided after the end of the research was actually what we needed to do to be able to match people that were actually going to help each other and actually build community resilience was a common interest. So things like new mum and baby groups, so if a parent has recently had a child and they have a child within the same time period, they are much more likely to help somebody whether or not they have to travel this many miles, like lots of miles
23:05
as opposed to a few miles, they're much likely to help that person because they have a similar interest and the thing that bonded them wasn't necessarily location but it was this mutual interest and it goes back again to the original research of the badminton clubs, the community groups and one of the fascinating things that we observed within this was actually people
23:26
within certain communities actively turn off their location services. So they actively have it deactivated for most of their daily lives and then they reactivate it when they actually want a service or something that requires location, they will turn it back on when they deem it
23:44
safe to disclose their location. There were lots of other things around location that are really fascinating about how within this context of being able to build community resilience and share resources that they wanted to not necessarily map where they were or where another person was but where a safe middle ground was as well. So the ability to be able to choose
24:05
a safe middle ground and have that dialogue with another person through a chat function was really really important, more so than things like location services which I kind of realise a geo event is kind of like... but yeah that's all I have time for at the moment.
24:25
So just some information about Ushahidi, if you want to read the lengthy report of all the different discoveries that we had around safety, around how communities want to communicate, you're absolutely more than welcome to that. And if you're interested in seeing some of the things that people actively share within the MVP application, I'm more than happy to show you
24:47
those through the Q&A or even move on to them. Really fascinating stuff. Things like self-defence training, CPUs, but yeah that's me. Thank you Errol and well done, you also kept the time
25:18
although we had some technical issues. So I have to go to a bird of his feather session
25:25
and probably some of you as well but I still would like to have at least one or two questions because I guess there are some questions. Yes, so I was wondering would you consider this to be
25:40
somewhat of like a social network that you're creating and if so do you see the need for moderation to be included in this at some point? Yeah there's a big section on the report around safeguarding or however you kind of want to call it, like safety in a sense. In every single in every single interview in every single case we talked about the issue of safety
26:03
and yeah some really fascinating anecdotes as to how people assess their own safety and the process of the personality traits of somebody that is a community member willing to give or be given to. So yeah we looked at different things like some of the things that we tested
26:22
within the within the MVP are things like reviews and things like star ratings but then you get into tricky territory about star rating a human. Yeah and you also have misuse of that so you know there's always this there's a lot of conversations about apps like Uber you know the rating system is there for a specific purpose but also aren't you afraid to not give
26:43
your driver five stars in case they don't give you five stars back? This kind of mentality played into communities as well. One of the things that we think solves this is to some extent there's still a bit of back and forth is about allowing people to present their authentic
27:01
their authentic self within the app but not stipulate that they have to give things like your legal name because we wanted to make sure that people that were known by a nickname could add their profile name is their nickname but what it was is it was about building kind of community trust and another another way in which we in which we tried to we tried currency
27:24
as well that kind of gave us a bad taste because we're not really into somebody saying that this person giving me a cup of sugar is worth x amount of in-app currency versus this person giving me that anyway so it was a lot of trial and error around how to build a very
27:43
good system of how people can organize and build resilience in but less so than social elements people kind of brought social into it because we had a chat function in it so people kind of started to build friendships which was good because community resilience but also yeah you still need a button to say well this person has you know asked me now for something
28:07
outside of the request and help function or this person has now done or said something which has made me feel unsafe and we needed to have a system to moderate that on staff moderators was a thing that it can't necessarily be done by like
28:23
an intelligent system very easily sorry there's a lot in there okay so i have a question uh maybe feedback maybe question so you started from the example of badminton clubs they have
28:40
this uh pre-existing community network people who know each other trust each other to some extent and then are willing to help each other in a crisis which is part of their existing community which has existed and will continue to exist after crisis and it sounds like uh you're building a system where you connect strangers to help each other
29:02
just once so uh have you considered um applying this tool to communities who already function know each other but just don't have the means to to just ask for help in that particular instance because it feels like you're throwing away all of the the tissue of the community
29:21
yeah yeah so yeah it's this is the right time to be asking these kinds of questions in mvp mode so it it's always good to know that these questions are being raised so there are a lot there were a lot of communities that we tested with that said why should we use this we've already got a whatsapp group that does this
29:40
yes so yeah yeah one of the things though that convinced me that this is still worth pursuing was i talked to a young uh a young man who had a partner he had a robust community of friends he said that there is stigma around young men in any culture asking for help when they need help and he said that if he asked in his whatsapp group uh you know maybe it was that he was
30:04
struggling financially and needed just like somebody to loan him some some cash or maybe or some some food or something like that this was a person from a lower income area he talked a lot about like a very kind of it seems like it's off topic
30:20
subject but this kind of subject about men not being able to ask for things that they need and that this system where he could go in and potentially have a system where there was a private function he talked about wanting to be able to request something privately or through a pseudonym something like that would actually enable him to start asking for the kinds of
30:41
things that he needs that he's embarrassed to ask his community that kind of emasculated him so i think there are still cases for it and that there could then be a community that is grown from from that need so but yeah there are definitely already communities that are doing things in ways which are which are good and that are serviceable and they're happy with it
31:03
but there are definitely ways that you could improve that so like the whatsapp groups were talking about things like you know their process of they would um they would have some of them would have a three strikes rule so if you they would eject somebody from the community and it's like well you know if you eject somebody from a community you know and then
31:22
there is a crisis is that person the first person to to lose their life and should there still be a place where they can build some kind of resilience within a community so there's a lot of kind of ethical questions but there's again quite a bit on the relevancy of this in the report there were also also communities that that had systems like facebook groups where
31:46
they would actually do this kind of thing asking offering but again things would get lost in a timeline of people and there wasn't a direct matching of interest so there wasn't people there weren't the there wasn't the availability for people to very quickly find out okay this person
32:02
is trustworthy they're also somebody that has the same interest as me and they also have this thing that I need and I'm automatically matched without having that conversation they could then have a conversation and reject or accept you know but you get that okay this person can help you rather than shouting into the void on a facebook group so yeah it's um
32:24
tricky last question and then short one yeah very short they'll say like verification setting priorities and if you have a big scale crisis no internet
32:41
yeah no internet yeah so ushehedi one of the original products looks at sms functionality so ushehedi's data collection platform is very very heavily built on the idea that there are going to be not dispatcher no not yet because it's an mvp we're testing yeah we're testing the hypotheses sometimes you have to test hypotheses to know that that that is something
33:03
but yeah it came up it came up around it always comes up when you're testing communities like this the access to you know a fully charged device of a device that works um you know all these kinds of things come into consideration but also it came up in it always comes up in developed communities as well like the uk because of literacy kind of digital literacy levels
33:23
amongst the older population in the uk people people can't or find it very difficult to use certain certain tools like this so being able to have sms functions and things like that will be critical to these kinds of products in the future yeah so it's it's inconsiderate it's under our consideration for the next round for sure verification is still a
33:47
verification came in when we talked about community leaders wanting to invite people into certain closed groups within this and then we again have tricky territory around who who has the ultimate power to verify that somebody has a trusted source like so is it
34:05
a government is it a community leader is it how do you quantify somebody's ability to vouch for someone but yeah it's worth testing for sure excellent um applause one more time
34:20
and feel free to continue communicating or discussing