AlNahda

November 2, 2018 Blue Hat

Using Service Design To Optimize The Spatial Experience for an NGO’s Employees, Beneficiaries & Guests

Project Type
Innovation
Service Design

Location
Saudi Arabia

Industry
Non Profit

Challenge

Alnahda is a nonprofit organization founded in 1963, and their main objective is to empower women socially and economically via the execution of numerous projects and programs. In June 2019, Alnahda was officially accredited by the UN Economic and Social Council (ECOSOC) as a non-governmental organization consultative. Alnahda operates from their headquarters based in Riyadh, Saudi Arabia.

The NGO commissioned Blue Hat to conduct a service design audit in order to enhance the experiences of their employees, beneficiaries and guests by designing and optimizing their organization's space.

Intervention

The team initiated the project by conducting research at the start in order to harness any trends and take into consideration market standards. Following that, an audit was conducted on the space with the team being on site in Riyadh.

Every aspect of the headquarters was audited taking into consideration three perspectives, the employee, the beneficiary, and the guest. The audit consisted of the main entrance, Different Program Areas in Block A & B, the guest area, the communal area, and others. The team of strategists also mapped out customer journeys that corresponded to each of the latter areas to ensure a holistic and integrated experience.

Results

For each space, we presented insights, and a proposed plan for the recommendations. Our recommendations included spatial and operational ideas where every single suggestion answered a challenge we encountered during the audit.

Some of the recommendations we made consisted of a branded space to showcase Al-Nahda’s history through a timeline that can be explored via a walk-journey, a on-site shop which would allow visitors to purchase certain items with proceeds that go in support of Al-Nahda, such as Art of Heritage pieces, Al-Nahda products, and third-party contributions.

As for the offices, we wanted to create a space that would keep employees productive and focused, while still fulfilling all their functional requirements. Well-being was also a very crucial topic, so we made sure to integrate different principles of human well-being to ensure people are feeling comfortable in the space they are coming to every day.