PROBLEM

Our Afghan audience was facing complex legal situations and needed to receive accurate information in an easy-to-understand format. We were producing information-dense factsheets, but many members of our audience needed something more straightforward.

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PROCESS

We researched Afghan culture and conducted listening sessions with our in-house Afghan Affinity group. We discovered that the legitimate Afghan government had often communicated with the public through conversation-style documents, and our audience would recognize and understand a help desk persona.

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SOLUTION

• Create a warm, informative help desk persona to provide guidance in a variety situations

• Offer helpful, accurate information without overstating or providing legal advice

• Help audience members feel supported during a complicated process

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MY ROLE

Content Developer & Strategist with Project Management functionality

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WHAT I DID

• Concepted our help desk persona for presentation to our federal client (The Office of Refugee Resettlement)

• Designed conversations to be informative, clear, and welcoming

• Spearheaded meetings with graphics designers, software developers, Afghan SMEs and legal to ensure the project was moving forward on all fronts​

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OUTCOMES

• Provided situation-specific information for our target audience on critical questions, such as whether they could travel based on their immigration status

• For more, see my work on the ILSAA website

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