PROBLEM

Segments of our Afghan audience struggled with literacy. Most of our products were text-based, but we wanted to ensure that critical immigration information was accessible to all members of our audience.

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PROCESS

At our in-person all-hands, I suggested creating a phone-service that would allow Afghan immigrants to leave messages which would be triaged by our community outreach team. We needed to create a system that would encourage callers to leave messages with enough information for our team to provide meaningful guidance while adhering to government restrictions regarding PPI. 

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SOLUTION

• Create a phone service with clear instructions.

• Build a system to collect data securely

• Connect with hard-to-reach members of our target audience, meeting them where they are

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MY ROLE

Content Developer & Strategist

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WHAT I DID

• Ideation based on input from Afghan SMEs and my own research

• Wrote content and microcopy for each step in the user journey

• Collaborated with our Operations Team to understand the information architecture of the messaging service

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OUTCOMES

• Provided a new resource to meet a critical need for our target audience

• To learn more about the phone service, visit the ILSAA website

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