Unmio
Unmio helps social impact organizations deliver their mission to the communities they serve.
The Project
This project aims to help organizations that serve hard-to-reach communities better connect to their constituents securely while respecting the privacy of the end user.
To reach this objective, we developed a customer relationship management product based on the principles of self-sovereign identity.
This product will include various CRM tools and solutions for the organization to manage, engage, and enroll their end users into beneficial programs or services. End users will access these organizations via a digital identity wallet.
The Problem
Over the years, we have been working with organizations that work with a chronically underserved, hard to reach, yet essential population: farmworkers. These organizations tend to be very early in their digital development (still using Excel or Google) or are using very limited product solutions (custom databases, off-the-shelf CRM).
Organizations struggle with:
Establishing lasting digital connections with farmworkers, particularly for those that have invested in CRM solutions. The methods that these systems use to connect the end with the farmworkers, namely email and cell phones, are easily severed. They get severed because the end users in this population change their phones, share their phones, physically move locations (migratory), or are in some transitory state.
Having tools that are privacy-preserving or resuable by the community members. As a result, both the organizations and community members are constantly onboarding the same person with the same information into the services they offer. This is a poor experience for both parties.
Having contacts not verified. This results in low quality outcomes for the organizations such as duplicate entries, low participation, meeting cancellations, or unnecessary expenses. This inefficiency means that the organizations are not realizing their targeted ROI on their CRM installations.
The current approach fails to address the unique needs and challenges of serving the farmworker community, resulting in wasted resources, diminished user experiences, and missed opportunities for meaningful engagement and impact.
However, farm workers need these connections to occur in a way that respects their privacy. They do not want to be exposed to government agencies, to which they have limited engagement with. The organizations also want to avoid compliance, security concerns, and the scrutiny. They just want to provide their services, efficiently, to as many people as possible.
The Proposal
An important change that has occurred, and is that farm workers are now digital. Based on our learnings from the USDA Alivio program, farmworkers prefer mobile phone interactions (99% vs 1% for email) and are using their phones to demand change from organizations. Farm workers not only want access to these organizations and the services they provide, but digitally since digital experiences allow them to interact asynchronously, unbound from a specific location, and at their convenience, all with a better and more informative interface. In summary, farm workers also are demanding a better connection to the organizations that serve them.
To meet these needs, we propose to develop a CRM product suite that will allow organizations to manage their relationships with their communities of people that incorporate the principles of self-sovereign identity.
Self-sovereign identity (SSI) refers to a model of identity management where individuals have ultimate control and ownership over their own digital identities. Individuals can manage, own, and share their personal information securely without reliance on centralized authorities, a stark break from today’s approach.
Our solution
Our offering is a comprehensive platform that allows social impact organizations to bring their missions to the community members they serve, wherever they are. It changes how organizations operate and deliver value to their stakeholders.
It consists of a CRM product suite for social impact organizations and a digital identity wallet application for community members. The product suite consists of several clouds:
A people cloud to manage their contacts and the unique roles they have
An engagement cloud to interact with these contacts
An enrollment cloud to rapidly and easily process applications from community members for an array of services or benefits offered by the organization
A platform cloud for the administration of the application, including user management and billing, as well as workflow and other configurations
A digital identity wallet for community members to connect with an ecosystem of providers
99%
Mobile interactions
Farmworkers prefer mobile interactions and are using their phones to demand change from organizations.
The Benefits
This service offers several benefits to these organizations, such as:
Create, edit, and manage new contacts of various types
Invite these new contacts to the Unmio digital identity wallet
Issue a credential to the contact that can be reused by the contact for other services and within an ecosystem of organizations
Facilitate easy exchange of the documents from the contact to the organization on the wallet
Support communication in the form of a chat between the parties
Host events and easily register attendees
Supports English and Spanish
User Paths
The contact agent wants to:
Create a new contact with a handful of attributes
Verify some of those attributes
Request a specific document from a community member
Send a chat message to the community member
The community member wants to:
Connect with the organization via chat
The DRM system would:
Create a verified credential for the contact, allowing it to be reused with other services
User Interaction and Design
Key UX principles:
Issuance of verifiable credentials is transparent to the system users; issuance is built into the workflow
Presentation requests of verifiable credentials are transparent to the system users; presentation requests are built into the workflow
Digital identity wallet holders are to interact in a series of boolean activities (accept request), and not through extensive workflows
