Jana Buchtova
One
Helps refugees to start fresh.
Client
Private project
Target Audience
Refugees
Project timeline
3 weeks
My Role
* Interviews
* Competitor analysis
* Literature reviews
* Creating personas
* User flows
* Information architecture
* Wireframing
* Interactive prototyping
* Testing
Design toolkit
Figma, FigJam, Google Sheet, Airtable, Miro
Design process
Empathize: Understand and share users' feelings and challenges.
Define: Frame the problem in a user-centered way.
Ideate: Brainstorm creative solutions.
Prototype: Build simple models of solutions.
Test: Gather feedback to refine the design.
THE PROBLEM
Refugees face significant barriers when trying to access essential services such as housing, food, healthcare, and legal assistance. These challenges are compounded by language barriers, unfamiliarity with local systems, inconsistent information, and a lack of reliable tools tailored to their unique needs. Current solutions are often too complex or not designed for their specific requirements, leaving refugees feeling isolated, frustrated, and unable to address their immediate concerns effectively.
This results in delays in accessing critical resources, increased stress, and difficulties integrating into new communities. By addressing these challenges, a trusted, user-centered solution could empower refugees to access resources independently and with confidence, fostering integration, stability, and independence.
THE GOAL
The primary goal of this project is to develop a user-centric mobile application that provides essential support for refugees by connecting them to critical resources. The app aims to empower refugees by offering an intuitive platform that addresses their immediate needs, supports their long-term stability, and fosters integration into their communities.
A one-on-one interview- qualitative research method.
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7 participants​
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Some of the interview questions:
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How do you find information or get help with things like housing, healthcare, or food?
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Have you ever had trouble with language when trying to get the help or services you need?
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How do you usually manage?
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Do you use your phone or any apps to help with things like getting around, translating, or finding services?
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If so, which ones do you like?
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Have you been able to meet or connect with local groups or organizations for support?
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What was that like for you?
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What would help you feel more settled and comfortable here?
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Is there something that would make life a bit easier or less stressful?
Findings
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Finding a shelter is problematic especially for bigger families.
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Many refugees struggled with language barriers and varying levels of literacy.
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Refugees are feeling isolated and a would like to connect with others in similar situations.
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There is a lack of quick access to services categorized by urgency and relevance.
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Refugees often don't know where to seek legal assistance.
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Many refugees don't have any education.
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Refugees face significant challenges with daily necessities, such as securing food, housing, and healthcare, due to language barriers, limited access to technology, and unfamiliarity with local systems. ​
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Challenges by social isolation, difficulty in accessing accurate information, and the lack of a cohesive support system.
Research- Interviews
Competitor analysis
Qualitative & quantitative research method
2 different apps:
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FindHello
Strengths:
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Provides a comprehensive directory of local services, including employment opportunities, legal assistance and healthcare.
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Features an intuitive map-based interface, allowing users to locate nearby resources easily.
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Offers multilingual support.
Weaknesses:
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Primarily focused on the United States.
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Requires internet connectivity.
RefAid
​ Strengths:
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Provides real-time information on services like housing, healthcare, and legal aid.
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Features a user-friendly interface with multilingual support.
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Offers geolocation services to help users find nearby resource.
Weaknesses: -
Requires internet connectivity, which may be limited for some users.
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Information accuracy depends on regular updates from service providers.
Affinity mapping
This categorization allowed me to focus on the most pressing user needs.
Empathy map
Understanding Refugees Through Empathy Map
Feels
Hopeful about building a stable life and connecting with the community.
Anxious about navigating unfamiliar systems and processes.
Overwhelmed by the number of things they need to learn and do in a new place.
Think
Learning new language is challenging and stressful.
I don’t want to feel lost or alone here.
It would be great if I could find everything I need in one place.
Says
I want to find work and support my family.
I need help finding food and shelter quickly.
How do I navigate legal processes here?
Who can I contact in an emergency?
Does
Searches for basic needs like food, housing, and emergency contacts.
Looks for job or education opportunities to integrate and support themselves.
Engages with local events and community groups to build social connections.
Persona
For this project I created two personas.
SARA
"I want to finish my studies, find work, and support my daughter so that she can have a good life."
​Goals
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Complete her bachelor's degree
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Learn Norwegian
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Access financial aid and scholarship
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Live in nice house and build social network
​Language
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Arabic
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English
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Age: 36
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Country of Origin: Sudan
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Current Location: Norway
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Education: Partly completed a degree in Nutrition
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Daughter Nadia- 4 years old
Technology
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Comfortable using smartphone, social media and offline learning platforms.
Information architecture
Task & User flow
Low-fidelity wireframes
Testing
Method: In-person, Unmoderated
Number of participants: 2
Task 1:
Sign up- watch introduction video- find support for asylum application.Goal: Simplify the sign-up flow, and check the ease of finding information related to asylum help.
​Task 2:
Sign up- skip the introduction video- search for a shelter.Goal: Assess how intuitive the app is without the introduction video and the ease of funding a shelter.
After testing- findings
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Simplify the sign-up process by reducing the number of required fields.
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Improve the the introduction video to ensure users understand its purpose.
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Add a skip option for the introduction video for users who want to proceed directly to tasks.
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Use more visual icons to support users with limited literacy or language skills.
High-fidelity wireframes
Touch & feel
This flow demonstrates how users can navigate the app to donate or access essential resources. It highlights key pathways and features without showcasing every screen.
Donate
options
Choose
amount and payment method
Sign up
Create
profile
Lear how to use the app or skip the introduction
video
Skip creating profile and introduction video. Explore the main menu.
Select Asylum process
support
and connect with US
Find all you necessities you need
Having a problem finding shelter? Go to Help and support.
Find shelter
See shelters
in your area and check availability
Conclusion
General thoughts and learnings
This project focused on addressing refugees' challenges with language barriers, unfamiliar systems, and limited resources. Through user-centered research and the Design Thinking process, I designed an accessible app with multilingual support and simplified navigation.
I learned how critical it is to address language barriers, simplify processes, and create intuitive navigation for users with varying levels of literacy and technical proficiency. Collaborating with refugees and understanding their struggles inspired me to design solutions that are practical and empowering. This experience reinforced the importance of empathy and user-centered design in creating impactful solutions for underserved communities.
Next step
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