Digital service design
QRHP — a digital toolkit for refugee hearing preparation
Turning a sensitive, high-stakes preparation process into a structured, accessible digital experience for LGBTQI+ refugee claimants.
- Client
- Capital Rainbow Refuge
- Technology
- Bubble
- Link
- Visit ↗
The problem
LGBTQI+ refugee claimants face a hearing that can determine the course of their lives, and the preparation for it is complex, emotionally heavy and easy to get lost in. The information a person needs is real, but scattered — and the process assumes a level of familiarity most claimants don’t have.
The original process
Preparation happened through documents, conversations and handouts, with each claimant effectively re-assembling the same path on their own. TODO(founder): confirm the specific before-state materials and touchpoints
The people involved
Claimants preparing for a hearing, and the organization supporting them. Because the subject matter is sensitive, nothing identifiable about any claimant appears here or in the toolkit’s public surface.
The system map & friction points
- A consequential process with no single, structured place to follow it
- Information that existed but wasn’t organized around the person using it
- A high cognitive and emotional load at exactly the wrong moment
The design intervention
The service was restructured as a guided digital toolkit: the preparation path made explicit, information architected around the claimant’s actual journey, and an interactive questionnaire to help a person work through what matters for their hearing — with accessibility treated as a first-order requirement, not an afterthought.
The technology selected
Built in Bubble, which fit the need for structured content, interactive forms and a maintainable tool without a heavy custom build.
The resulting experience
A more navigable, more humane preparation experience — the same expertise, made reachable. TODO(founder): confirm any outcomes you want stated; none are invented here.
Lessons & next improvements
Designing for a sensitive, high-stakes process means privacy and clarity are the design — not features added later. TODO(founder): note any planned next improvements.