PROBLEM STATEMENT
How Might We help migrant people find the information, complete the tasks and successfully get their paperwork done to start their life in a new city?
CONTEXT
I integrated a team of 4 teammates to solve a wicked problem regarding the immigration topic. By using Design thinking method, we identify personas who are struggling during their immigration application in France.
The goal is to create a low-fidelity MVP mobile app to simplify immigration visa process during a 2 weeks sprint.
“My homeland is my suitcase, and my suitcase is my homeland” — Mahmoud Darwish
TEAM PRESENTATION
I am very happy to introduce the team-coeur below (you will understand why we pick this name later) :
1/IMMIGRATION INFORMATIONS
In our new century, we have experienced an increase in people’s mobility all around the world. Here are some figures :
- 7.6% of the French population is part of the immigrant community, around 5.1 Millions (INSEE).
- By 2050, more than 216 Million people could be forced to emigrate due to climate change (WEFORUM).
Therefore, immigration is an increasingly urgent problem. It is vital to make information accessible and paperwork simple for everyone.
2/USER RESEARCH
We worked on Miro with Lean Survey Canva method to prioritise questions. We brainstormed all questions that come in our mind and categorised them into “HOW, WHY, WHAT, WHEN, WHO”.
We conducted a Quantitative (8 questions around 100 answers) and a Qualitative (5 interviews, preparing the questions). Some of them are :
What do you know about the application process ?
Where do you find information about documents you need for you application ?
What is your main issue when applying ?
Collecting answers
There are 4 repetitive pain points
3/DEFINE
Affinity Diagram
Still on Miro, we made an Affinity Diagram to categorise quotes/ answers, see trends and relationships in our quotes. Lastly, we team voted to select the most important information and design opportunities.
Empathy maps
To understand who is/are our persona(s), we first did an empathy map in figjam by categorizing users’ quotes according to their situations, acts, feelings and emotions.
We can into conclusion that we have at least 2 différents behaviors.
Within the 2 empathy maps, we realised some pain points quotes came back frequently (with différents words) by our interviewers. Like those 4 regular pain points :
From the empathy maps, we paint portraits of 2 personas :
Applicants for visa for her/his studies in the new city
Applicants for visa to join her/his family already in the new city
Persona
We decided to going on with the primary one : students applying for their visa in the new city.
Our Fernanda, the traveller became our guide during the rest of our process. Some characteristic she owns:
She is young, has importance for her studies
Curious and excited to discover the new city she is moving to
She wants her student visa done fast and easy
User journey
According to Fernanda, we traced back every step she went through. At the beginning, we did a huge Fernanda’s journey as she needed to renew her student visa every year. However, this first journey was too long and complex to analyse so we decided to make a small Fernanda’s journey only zoomed on her first application of her student visa.
As you can see below, each step is quoted by Fernanda, especially those pain points.
On the top, Fernanda’s good journey steps and under the line, her annoying journey steps during 7 months.
Since we have many pain points and 2 weeks sprint to work, we were not able to solve each of them. Just to see how many opportunities we can create, we used the How Might We method.
We team voted to focus on 2 main opportunities that gather small ones:
Understanding the paperwork process (with translation and administrative system)
Get the right information (administrative system)
Problem statement
By gathering all key words we create together this following problem statement : Key words were voted by the team by pinning hearts !
4/IDEATE
Once the problem statement was settled and agreed, we brainstormed to write all solutions we could find to solve it. We team voted with hearts to pick up 4 main solutions you see below.
Each of us did a sketch based on those 4 solutions in a traditional way with pen and paper. we posted on figjam and after a heart team vote we selected our best solutions. One of the member of the team draw it nicely below to make user understand easier.
So on 5 screens, you can find:
a chat bot to see what is Fernanda current situation
a screen with all document she has today for applying her student visa
a roadmap of each next step she will need to do, based on her current situation and documents she has
A zoom of her task to see where to go. what document needed
a scan to save her documents
5/PROTOTYPE
Low- fidelity
6/ Test
This low-fi was clear enough to start testing among our users behaving like Fernanda. Among feedbacks we had from 5 users testing :
Mid- fidelity
Thanks to all the advice given by our user tests, we move to our low-mid taking in account all remarks. It was impressive to see how the user reacted differently than us. We realised we had to take a step back to define the prototype.
Link for mid- fi : https://www.figma.com/file/0DtVVoqQbH7ckdCCiMn1tK/Prototype?node-id=0%3A1
7/ CONCLUSION
The study stops here with our mid-fi MVP. And this our conclusion at the end :
Thank you so much for reading our case and thanks to this wonderful team- heart who was proactive and trustful on our work.
Hope to see you soon with the next study case ;)
