Graduation Project
European migrant workers help address labor shortages in various sectors in the Netherlands. However, one-third of the EU migrant workers, particularly Central and Eastern Europeans with low-skilled backgrounds, are considered more vulnerable. EU migrant workers in vulnerable positions often delay seeking (informational) support until their situation has reached a critical stage. Access to essential information and care to meet fundamental human needs presents a significant challenge for EU migrant workers due to barriers, such as language, limited knowledge about the Dutch system and fear of costs. The project aimed to improve information literacy among EU migrant workers so that they are empowered to access the appropriate care when needed. HelpTrek, a gamified information service, was designed to motivate and engage EU migrant workers in acquiring essential information about the Dutch system and service providers.
Design approach
HelpTrek was developed through an iterative human-centred design approach and participatory design practices were incorporated to involve different perspectives throughout the process. The design process consisted of two phases (Figure 1). The first phase, ‘Field study with EU migrant workers’, involved extensive qualitative data collection, including interviews with EU migrant workers and (peer)experts, as well as site observations. The field study aimed to capture context and needs of EU migrant workers and helped to define the problem space. The phase concluded with a co-analysis session to discuss insights and future design directions. The second phase, ‘Conceptualization and evaluation’ build upon previous phase. Within this phase, two iterations were employed and the design challenge gradually evolved based on new insights. In the first iteration, a co-creation session and an individual brainstorm was conducted to translate insights into ideas and concepts. Subsequently three concepts were evaluated through an expert review. The second iteration focussed on refining and designing the chosen concept. This involved a design exploration, low-, mid- and high-fidelity prototyping and concluded with a concept evaluation, where EU migrant workers sensitized with the design through an interactive prototype.
Phase 1: Field study with EU migrant workers
Qualitative data was gathered from site observations and interviews with (peer) experts and EU migrant workers to understand the context, needs and pains of EU migrant workers. In a co-creation session (Figure 2) the results were discussed to identify opportunities for the Red Cross to support EU migrant workers and to define the problem space. Insights were translated into personas of a low-skilled EU migrant worker (Figure 3) and a homeless EU migrant, and the EU migrant worker’s journey (Figure 4) to visually present different scenarios and pain points. A significant pain point for EU migrant workers stems from their habit to postpone seeking support until their situation becomes critical. However, they often lack access to essential (informational) support due to their limited social support system. The challenge lies in informing EU migrant workers about working and living in the Netherlands and raising awareness about available services among EU migrant workers. Therefore, the identified design challenge is stated as “How might we enhance information literacy among EU migrant workers so that they are empowered to access the appropriate care when needed?” and will serve as a starting point for the next phase.
Phase 2: Conceputalization & Evaluation
A co-creation session was conducted to collaboratively generate initial ideas for the design challenge (Figure 5), laying the foundation for the design concept. The design concept evolved through three levels of prototyping: low-, mid- and high-fidelity (Figure 6), resulting in HelpTrek. HelpTrek, a mobile information service, provisions essential information about topics, like registration, work, shelter and medical care by utilizing game elements. A sitemap and flowchart (Figure 7) were created to determine which screens needed to be designed and how they are connected. The concept was evaluated through the three lenses of innovation: desirability, feasibility and viability. Based on positive feedback from user testing the high-fi prototype (Figure 8), HelpTrek indicates potential relevance to the needs of EU migrant workers. The interactive elements and centralized information were particularly valued. However, challenges need to overcome in securing (external) funding and expertise to develop the app. Furthermore, executing an effective marketing campaign to promote the app among EU migrant workers is a crucial step in addressing information gaps within the community.
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