Context, a Royal College of Art (RCA) service design project, was launched in response to the Ukrainian refugee crisis. The Context team discovered that communities born from a crisis have an urgent need for a human connection to trusted information that is not readily available. The trusted information existed, it just lacked the trusted connective tissue. In this age of instant information, an unfamiliar situation with no online results can feel daunting and isolating. Matatika was able to build a chrome browser plugin on top of its AI powered search and data aggregation technology within days. This fully working prototype, called Context, addressed this information and human connection challenge in a private and secure space.
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For the Context prototype, we needed a solution within days, not weeks. This meant the admin side would need minimal effort to provide the body of knowledge from the existing documents. The user interface would need to be readily accessible to a wide audience and have an easy to consume API for the developers. The final solution would need to deliver the vetted information from existing sources and additional information from lived experience collaboration with the Ukrainian refugee community.
The initial UX prototypes identified a major problem for individuals landing in a new environment – put simply, you don’t know what you don’t know. Context uniquely solves this with the ‘context’ words highlighted. The idea being, that members of the community will progressively learn what they don’t know.
In addition to the Chrome Browser plugin technology that was eventually chosen, the working group considered several technologies including native mobile, standalone web apps, progressive web apps, and simple web pages. The chrome side panel and the highlighted words were both key features as they didn’t take over the users browsing experience, but rather the plugin would seamlessly add to their experience and knowledge at their fingertips.
More than just search, the members of the community needed to be able to ask questions. Whilst an Artificial Intelligence generated response from the knowledgebase of documents is extremely powerful, the working team recognised that the trusted human connection could be broken if the responses were entirely AI generated. The final solution proposed an AI assisted question facility, with intelligent search that included only the vetted responses.
Detailed solution overview:
The prototype enabled the Context team to validate the service design and observe the engagement with real users. Using the feedback that has been captured, discussions are now underway to launch a live service for humans in need all over the world. Learn more…