Mulero Chaves et. al. Understanding End-User Needs for Multi-Hazard Service Platform Short Paper – Human Centred Design and Evaluation Proceedings of the ISCRAM 2015 Conference - Kristiansand, May 24-27 Palen, Büscher, Comes & Hughes, eds. Understanding End-User Needs for an Efficient Multi-Hazard Emergency Management Service Platform Design Javier Mulero Chaves German Aerospace Center (DLR) Institute for Communication and Navigation Javier.MuleroChaves@dlr.de Maria Antonietta Marchitti German Aerospace Center (DLR) Institute for Communication and Navigation Maria- Antonietta.Marchitti@dlr.de Ulrich Raape German Aerospace Center (DLR) Institute for Communication and Navigation Ulrich.Raape@dlr.de Helena Ballart Pau Costa Foundation Helena@paucostafoundation.org ABSTRACT A deep analysis and understanding of real life end users’ procedures and needs is a basic requirement for designing and providing useful tools that can be applied during risk and emergency management operations. Human-centered tools can help to achieve this necessary understanding and to support the complete design and implementation process for newly developed tools. The paper describes the approach that has been followed in order to interact with end users during the XX project, intended to develop a multi-hazard open service platform for risk and emergency management. The paper focuses on the techniques used during a dedicated end user workshop for requirements gathering and refining and its corresponding results. Keywords Fire management, risk monitoring, requirements, risk assessment INTRODUCTION Understanding the needs and requirements of end users is a critical issue when designing and implementing risk and emergency management tools. On one hand, the process gets complex when considering the wide range of interdisciplinary factors which play a role. On the other hand, understanding the limits of the user domain, the roles which end users may adopt, their needs in terms of information and communication structures and their everyday operation protocols is crucial for providing a service platform for risk and emergency management. Therefore, the adaptability of the provided tools to the current emergency management procedures and protocols will determine the success of the tool as well as their adoption for regular use. The design and provision of a multi-hazard open service platform for risk and emergency management must take into account the current and foreseeable state of suitable technologies and tools to be provided, the characteristics of the different hazards to be managed, the existing operational procedures, the