Enlace case study
Project Overview
What is it?
This app aims to create a safe space for survivors of torture (SOTs) in New Mexico to access the resources they need while also building self-sufficiency
Goal
- Provide a safe and accessible platform to access information, resources, and support for survivors of torture
- Connect survivors of torture with relevant organizations and support their journey towards healing and recovery
Role
This was a solo effort. I was responsible for all research, ideation, wire-framing, prototyping, and user testing.
Users
Clients: survivors of torture (Main) & other migrants
Staff: WINGS staff
Time frame
8 weeks
Why this project?
As an immigrant myself, I well-remember how difficult it was for my family when we first arrived in the U.S. We had no friends or family here, no English, and no one to point us in the right direction.
For survivors of torture, their needs are even more complex and urgent when they arrive in the U.S. and they are often left without any way to find services to support them on their journey.
With that in mind, I wanted to create a way for survivors to safely and independently access the resources they need.
The situation
An estimated 3 million refugees have arrived in the United States since 1975 and it is estimated that up to 44% of these refugees have been subjected to torture or other forms of violence.
The number of survivors of torture increased by 160% between 2017 and 2020 in the United States.
*According to the Center for Victims of Torture
How might we create a process by which survivors of torture are able to find and access available resources from community organizations, so that they can heal, build self-sufficiency, integrate into their communities, and thrive?
I started this journey by identifying the most important tasks to accomplish in our limited time
Strategy
Competitive analysis
Research similar apps and organizations in the market to understand how they function and what gaps exist in the current market
Qualitative interviews, personas & journeys
Conduct in-depth interviews with newcomers, and SOTs in particular, to gain insights into their needs, pain points, and expectations from this app.
Create user personas based on the insights gathered from user interviews and journeys
Low to mid fidelity prototype analysis
Develop interactive prototypes to test the usability and functionality of the app
User testing
Conduct usability testing to ensure the app is easy to navigate, understand, and use
The competition
Competitive analysis
Review: 7 related resources
Result: No direct competitors
Closest competitors
USA Hello and CRG
Population served
Refugees, asylum seekers, immigrants and welcoming communities
Anyone looking for any kind of supportive resources
Strengths
National network, partnered with UNHCR, provides access in several languages, informed and created by target population, website and app
Extensive list of local resources for all populations and needs
Gaps
Very few local or current resources listed for many parts of the U.S., not tailored to local populations/resources/needs
Specific only to the Albuquerque, New Mexico, area, dysfunctional website with outdated information, no connection or access assistance
Takeaway
A great resource for a few metropolitan areas, but not applicable to many local populations and needs.
Large list of local New Mexico resources, but not available nationwide and with severe access barriers on the platform
Analyzing the competition
The ABQ Coordinated Resources Guide and USA Hello provide information on some resources, with severe gaps. There aren't any real competitors when it comes to providing a directory of services/resources to survivors.
Qualitative interviews
Participants: 3 WINGS staff members, 5 WINGS clients (SOTs)
Criteria: Research Permissions, Screeners, Consent forms, & Informational Interviews (45 to 90 minutes)
Criteria for recruitment: I was looking for participants older than 18+ that were enrolled with the WINGS Program (as it is the only survivors of torture program in New Mexico)
Main findings
Vulnerability and difficulty trusting
Survivors have experienced complex human-caused traumas and therefore often struggle to build/maintain interpersonal relationships.
Lack of knowledge
Survivors often aren’t aware of what services and programs exist to support them.
Not meeting eligibility requirements
The majority of community programs and resources aren’t available to survivors who are asylum seekers, due to funding eligibility guidelines.
Language barrier
Many survivors do not speak English when they arrive in the U.S. and as a result face barriers to healthcare, education, employment, community, access to services, and every other aspect of life.
Personas & journeys
Marianna
Case Manager (Secondary audience)
WINGS staff with a high caseload, needing to streamline her processes and use her time wisely
Yosvani
Survivor of torture (Main target audience)
From Cuba and wants to learn more about WINGS and its services to meet his urgent and complex needs
Luis Alberto
Asylee (Main target audience)
Venezuelan, recently granted asylum, and desperately seeking immigration legal services for family reunification
These journeys are a representation of the current path to accessing resources needed
I wanted to streamline this process and create a simpler version where clients were able to learn more about WINGS on their own and look for resources at their own convenience
Simplified user flows with Enlace
- First I wanted to see how easy (or difficult) it was for new users to use this app and create an account
- Second, to test the ability for user to connect and learn more about WINGS
- Lastly, I wanted to test how easy (or difficult) it was to locate a resource you qualify for while using a referral code from WINGS
1. Create an account - No code
2. Learn about WINGS and enter your referral code
3. Look for a legal resource you qualify for - NMILC
Low to high fidelity prototype
1. Information architecture
The IA was the backbone of my app; that’s where I started to see how this app could function and all the information that could go into it.
2. Sketches
Initial sketches show the possibilities of the app's interface, functionality, and design.
3. Wireframes
The wireframe begins to develop the functions and flows of the app's minimalistic layout.
4. Low-mid fidelity prototype
From here, I made a big jump and went on to create my low-to-mid fidelity prototype where I wanted to test my user flows.
User testing
Participants: 1 WINGS staff member, 4 WINGS clients (Survivors of torture)
Criteria: screeners, consent forms, mid-fidelity prototype, user testing, guided scenarios (15-35 minutes)
Criteria for recruitment: I was looking for participants older than 18+ that were enrolled with the WINGS Program (as it is the only Survivors of torture program in New Mexico)
Main findings
Full usability testing report available on request
1. Bottom Navigation
Users' mental models were not well-represented by the options in the bottom navigation panel.
2. User Location
Users' current location was not clear as they explored resources in the app.
3. “Learn more” button
The large "Learn More" button interrupted the flow of user experiences
4. Verification Icon
The meaning of the post-verification icons was not clear to users after entering their access codes.
Findings
Finding #1
Users had varying interpretations of what "resources" meant.
Simplified the bottom navigation bar by removing the profile tab
Finding #2
Users' current location was not clear as they explored resources in the app
Finding #3
The large "Learn More" button interrupted the flow of user experiences
Finding #4
The meaning of the post-verification icons was not clear to users after entering their access codes
Visual design
Once I finished my usability testing, I created a design system for my high-fidelity prototype. I wanted to create an application that was minimal, simple, and calming.
High Fidelity screens
Enlace in action
Mid - High Fidelity Prototype
This completed prototype is the culmination of eight weeks of development and research.
Reflections
About the project
Working with this population
The experience of working with SOTs and other migrant newcomers was humbling and eye-opening, as I learned about their experiences, needs, and goals.
I deeply appreciated the opportunity to be able to provide a tool that will encourage and support them in their journeys.
Personal
Just keep swimming
Our best plans often go off-track and this project has taught me the importance of continuing and progressing though difficult situations.
Next Steps
- Continue to develop and test the app
- Add more organization and services
- Integrate more language groups
Once all testing is completed and the app is refined, I would like to launch the app for public use.
Muchas
Gracias
Fin
For more information or to learn more about this project, contact me at: jfgechem77 [at] gmail.com
