July 17-19, 2019 / Vancouver, BC

Designing Content for Humanitarian Immigration Services

Content and services balancing the needs for ease of use and data security
Speaker

Crystal Yan

In a place far from home, how do asylum seekers find information about and understand how to navigate a complex government process of applying for asylum? And how might we design content and services to ensure their data is secure and deliver better services?

In this presentation, we’ll share how our team conducted human-centered design research at asylum offices, how those insights illuminated areas of improvement for content and service design, and how we redesigned content and services while balancing needs for ease of use and data security.

Key Takeaways

  • Conveying the opportunity and impact of thoughtful content design in government
  • Sharing a specific case study of the work of the US Digital Service in designing content for asylum seekers
  • Sharing lessons learned and how the audience can apply them to their own content and service design work