Field Research in SE Asia
We brainstormed and sketched solutions to solve some of the biggest pain points of the caseworkers, those that support the caseworkers and the refugees themselves.
I facilitated a design studio with people from across the digital service team. We used the crazy 8’s method for sketching and storyboarding. Our goals:
- Decrease the number of cases that become unreachable after hours of casework is completed, saving time and money
- Remove routine paperwork from the interview process, allowing caseworkers to focus on admissibility and credibility of the case
- Give caseworkers the tools they need to navigate cultural and language barriers, making each touch point with the applicant more efficient
- Create standards for communication and appointment registration throughout the pipeline movement, reducing redundancy in rapport building and basic information collection
We shared the findings and inspirational concepts with The United States Refugee Admissions Program to rekindle ideas from the past and provide new inspiration so that the experience for all people is the best it can be.