User Research / Journey Mapping / Illustration

United Nations Population Fund (UNFPA) Knowledge Management Research

The United Nations Population Fund (UNFPA) aims to enhance global reproductive and maternal health by improving internal knowledge management practices and supporting colleagues worldwide in accessing, applying, and sharing vital information.

Industry
Human Rights

Team
Tony Gui [Strategy Lead], Julie Frank [Icon Design]

Deliverables
Journey Map

Year
2023

Problem Statement

How can we build a culture of learning and sharing to advance the UNFPA agenda?

Illustration of a woman shrugging with hands raised, wearing glasses and a blazer, depicted in a neon orange outline on a black background.

The United Nations Population Fund (UNFPA) sought our expertise to address challenges and define opportunities for improvement in their internal communications. They wanted to understand and enhance internal knowledge-sharing practices thoroughly. We provided fresh perspectives and qualitative research to understand better the dissemination and application of crucial information within UNFPA's operations.

Findings

Understanding the Journey.

I conducted qualitative user interviews to explore how UNFPA approaches internal information sharing. I then translated these insights into a journey map, identifying key moments and pain points within the knowledge management process.

Total Participants: 14 people

User Groups: Country, Regional and Headquarters

Phases: Seeking, Applying, and Sharing

Journey Map (click for a closer look)

Presentation & Report

Design & Illustration

Findings were then translated into a comprehensive report and a presentation for delivery to the client. Working closely with a graphic designer, we created original icons and illustrations to help guide the reader through the document and tell the stories of those we interviewed.

Color palette with various shades of orange, red, green, blue, yellow, and beige, each labeled with hexadecimal color codes.
Simple illustration of two smiling abstract human figures, one smaller and one larger, both in orange, with the smaller figure having an open oval body and the larger figure having a filled-in solid body.
Graphic of a computer window with a user icon and a cursor arrow.
Two speech bubbles, one orange and one white, with three dots inside each indicating conversation.

Icon Design by Julie Frank

Report Illustrations

by Madelynn Romano

A person participating in a virtual meeting on a laptop, with a coffee mug nearby, illustrated in an orange monochrome style.
Two men sitting at a desk, using a laptop and a smartphone, engaged in a conversation or discussion.
Illustration of a woman sitting at a desk working on a laptop, with books and notebooks, rendered in red on a black background.
Outline illustration of two people having a conversation, with speech bubbles containing question marks and exclamation points.
Illustration of a man and woman having a discussion while looking at a document, with the man touching his head in contemplation.
A woman wearing glasses and a headscarf giving a presentation with two charts on display boards, one showing a pie chart and the other bar graphs.
Outline-style illustration of two women having a conversation across a table, one holding a smartphone and the other a tablet, with a small stack of papers on the table, all in orange on a black background.
A line drawing of a man with a beard and mustache, wearing a long-sleeve shirt, holding his hand to his ear in a listening pose.
An orange and black illustration of a woman speaking on a cell phone while writing notes at a desk with a laptop.
Line art illustration of a person wearing glasses, sitting at a desk and looking at a computer monitor with a pensive expression, holding their forehead with one hand.
Outline drawing of a man and woman smiling, wearing business attire, with the woman in the foreground and the man slightly behind, all in orange lines on a black background.
Line art illustration of a woman and a man standing together, with the woman holding a clipboard and the man wearing a conference badge.
Line drawing of a smiling woman with shoulder-length hair and a man with short hair, both outlined in orange on a black background.
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Outcome

A gradient background transitioning from white at the top to light yellow at the bottom.

The final report uncovers opportunities to enhance the learning experience for UNFPA colleagues.