Liz walks through the ‘ahah’ moments that led to creating a new process for collecting electronic signatures.
Our caseworkers who work on refugee family reunion cases needed to find smarter ways to work remotely with clients during the pandemic, and beyond.
The user centered design process was incredibly helpful and the RA team were skilled at leading us through it. I will use the process again - it may seem difficult to carve out the time but it saves serious course corrections later on and ensures that any solutions are actually user focused.
The process delivered lots of ‘ahah’ moments, such has:
We created a new process for collecting electronic signatures on key documents from beneficiaries in order to help with their Refugee Family Reunion applications. Although this sounds simple it involved revisiting our referral process through to the first appointment with a case worker, and moving the initial call to explain the Authority to Act and Consent forms to our admin team. The admin team then send the forms to our beneficiaries to be signed electronically and are available to talk them through the process if need be (90% of the time this is not needed but we recognise everyone’s digital literacy and confidence varies).
We also made an existing app more accessible for our beneficiaries by testing it and creating simple user guides in key languages. The app was designed for use by English speaking clients of law firms who use the Clio legal database. The user guide is pretty clear, but relies on being able to read English, so we altered it to make it more visual and less wordy.
This process is led by the admin team and frees up caseworker time. It has had the added benefits of upskilling our admin team who have learned to work with interpreters and of facilitating a warmer welcome to the hub for our beneficiaries who get more regular contact with us whilst awaiting their first appointment with a caseworker.
With the help of our user guide we have begun using the app with beneficiaries to make it easier to keep track of conversations and documents relating to their Family Reunion applications. Caseworkers are delighted because it reduces the amount of time they spend uploading evidence and email/ text conversations into our legal database.