After 90 days in the US, government assistance to refugees ends.
But their needs continue.
How might we help refugees navigate the complex system of US social services to help them have a better first year in their new home?
A Web of Confusion
Within just a few months, refugees must build and maintain a wide support network from scratch. They must also apply for federal and state social services like any other low income American. Even simple items such as the difference between first, middle, and last names causes confusion, frustration, and delays in securing benefits.
A Maze of Documents and Paperwork
A key learning from our research was that the order of tasks matters. Documents from one task are required in order to complete another. I created a chart to show a limited view of the documents required for basic tasks, and if these tasks resulted in a critical document.
The Approach
We looked at analogous models around three principles that solve navigation of complicated or numerous tasks: simplifying complexity (TurboTax), one-stop-shops (Amazon & Walmart), and personalization (Stitchfix). We created a 90 minute ideation workshop to build empathy around the problem area and generate idea fragments around our three principles.
The Solution
We synthesized these idea fragments to design a service called Kitizen. An easy-to-spot box contains only the forms and information needed at that moment in time. Each box covers a single subject to reduce confusion, and the materials inside are designed with refugees' special needs in mind. Boxes are phased in order of priority and documentation (as described in our research), and each family receives only relevant programs for their situation.
Communications Prototype
I created a low-fidelity communications piece to assist refugees in understanding SNAP, the government’s food benefit. SNAP's restrictions are difficult to understand especially if one is not familiar with western food shopping. I used my background in international work, travel, and full immersion language learning to include specific features of the SNAP program.
Key features:
Bilingual with the refugee's native language
Visual first in case of low literacy
Telegraphic and universal illustrations and iconography
Assume no familiarity with debit cards, PINs, or point of sale machines
Assume low familiarity with US grocery system, such as the fact that live animals are not considered food by the government
A Service Blueprint
While the Kitizen box is designed to help refugees become more confident and self-sufficient, it is also a medium to strengthen community relationships with other Americans. As a side effect it also shifts some burden away from overloaded social workers. I developed a simplified service blueprint illustrating these community interactions which provide the practical and emotional support needed to navigate the US social service systems.
First Thoughts on Feasibility & Viability
Social services and culture vary widely from state to state, and most refugees are settled in smaller towns. To customize materials for this program a large amount of content must be created - there are few "universal" content pieces within the scope of this project.
Therefore I see this service living in the third sector as an open source/Creative Commons project where assets and best practices can be shared freely. I envision a community of social workers, community allies, established refugees and immigrants, and graphic designers co-creating the materials needed for each community.