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Communication channels

Critical communication moments

Critical support moments

Delight points

Service Design Principles

Engagement strategy

Experience map

Green infrastructure

Pain points

Primary group

Program

Program owner

Step-by-step guide

Target group

Value proposition 

Communication channels                                   

How you deliver messages to program participants. Most common communication channels are:

  • E-mail

  • (Snail) mail

  • Online / website

  • Telephone

  • Face-to-face

  • Text message

Critical communication moments                               

Key moments in the journey where your target audience will need or want to access information about the program. Without information at the right time, you risk the person losing interest, disengaging or getting confused.

Critical support moments                             

Common points in a journey where someone will most likely have questions or require assistance throughout the process.

Green infrastructure                                          

Addressing urban and climate challenges with the implementation of local greenery, such as trees, green corridors and vertical gardens.  

Delight points                           

Key moments where you can positively surprise and delight a program participants. These are noted in the experience map and a source of inspiration to make improvements.

Service Design Principles                           

Use the principles to help you set and maintain an overarching tone and vision of the program. Use these principles as an anchor point to help you navigate through the setup process and manage the program in the long-run. They can also be used to define a standard of success for your project.

Engagement strategy                         

How and when you want to interact with your target audience, what shape these interactions take and the tone of your messages will need to take.

Experience map                            

A visualisation of the end-to-end process of your program. The map offers a bird’s eye view of everything that is required for a great and smooth experience. It highlights what can potentially influence an individual’s experience - both positively and negatively. Use the map to spot potential problem areas early and address them before they become an issue.

Pain points                   

Pain points are potential bottlenecks or disruptions in the flow of the experience. These are usually noted in the experience map and a source of inspiration to make improvements.

Primary group                 

These are the primary members of the program (selected from your target group.) You will design and deliver a program based on who your primary groups are and what is important to them.

Program             

A long-term project, such as your green infrastructure project.

Program owner                                     

Someone who will be responsible for managing the program from start to finish. The owner is the main point of contact for the program and - with the support from others - will make the final decisions on the activities and direction of the program.

Step-by-Step Guide         

Use the guide to help you and your community set up an independent and self-managed green infrastructure program for your local city. The process has been set up as a guide, encouraging you to work through each program component at one time.

Target group       

A person or a group of individuals who have the most to gain from the program, feels the most passionate about the program, is prepared to commit time, effort and/or funds, and has a level of influence in the laneway.

Value proposition     

This is what attracts your target group to the program. It addresses what is important to them.