UX Research and Design
EmPowered: Providing to Services to Immigrant Survivors/Victims of Intimate Partner Violence in NYC
Project Overview:
Immigrant individuals face a staggering 3 times higher risk of experiencing intimate partner violence compared to the national average. To address this pressing issue, we partnered with the New York Legal Assistance Group and the New York Court Systems to create an innovative app committed to enhancing access to culturally and linguistically competent legal assistance specifically designed for this vulnerable population, EmPowered.
Role:
Product Manager & UX Researcher
Deliverables
Skills
Timeline:
6 months
Primary and Secondary Research
Data Collection and Analysis
Sketching and Wireframing
Tools
Research Strategy
Interview guide writing and distribution
Data collection and analysis
User Interview Guide
User Types
User Journey Map
Empathy Map, Persona
Figma
Adobe XD
Miro
Teams
Zoom
NYC Intimate Partner Violence (IPV) Statistics and Landscape
Project Overview
EmPowered was a product generated out of a comprehensive study conducted by the New York Legal Assistance Group (NYLAG) in 2021. The study aimed to better serve understand the challenges faced by immigrant survivors of intimate partner violence (IPV) in accessing legal services in the culturally diverse landscape of New York City. As a legal non-profit organization committed to providing free legal services to IPV survivors, NYLAG recognized the need for a more efficient and empathetic approach to cater to the unique realities of these individuals.
In response to the study's findings, I spearheaded the endeavor of creating service design and developing innovative UX solutions for this group. EmPowered is designed to provide real-time translation of legal documents and legal interpretation of court guidelines , streamlining and expediting the process of obtaining the crucial intimate-partner-violence related legal assistance for non-English speaking immigrant IPV survivors/victims. Limited language access can result in unequal access to justice, disproportionately affecting non-English speakers, and potentially leading to unfair outcomes in legal proceedings. By addressing the language accessibility, the diverse immigrant communities of New York City, can be empowered with greater awareness of the documents and legal petitions they may encounter in their journey obtaining legal assistance.
14% of Immigrant Women will hesitate to receive help, due to immigration issues and language barriers
Women, men, and individuals of all backgrounds who experience, who for various reasons find it difficult or nearly impossible to receive help, even when they have done the incredibly hard move requesting assistance. Due to a concern about immigration status and the relevancy to their ability to maintain peaceful presence in the U.S., immigrant individuals experiencing intimate partner violence (IPV) will often times hesitate to pursue assistance with a legal system that also renders them and their families at risk of penalization or deportation.
Problem Statement
Immigrant survivors/victims of intimate partner violence (IPV) face significant vulnerabilities, making it important to improve access to culturally and linguistically competent family and immigration legal services. Unfortunately, the current court system does not adequately cater to their unique needs. Therefore, there is a pressing demand for a specialized product that optimizes and streamlines the provision of immigration legal services within court houses, specifically tailored to address the challenges experienced by this marginalized immigrant population.
Research Goals:
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Explore the process of obtaining family or immigration legal assistance within court systems for immigrant survivors/victims of intimate partner violence (IPV).
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Discover, what, if any obstacles are experienced in this process as common pain points.
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Learning the current NYC legal system as it stands supports the underserved population of immigrant survivors of intimate partner violence (IPV).
Research: Interviews
Interviewees
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Spoke with 18 individuals
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Ages 18-60
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All genders
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Focused on the following immigrant population groups:
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AMEMSA (Arab, Middle Eastern, Muslim and South Asian)
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East Indians and Africans
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Chinese
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Latinx populations.
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Manhattan Family Court House, where the legal support system was analyzed
Interview Question Examples
Qualitative Research: User Interviews
Ten 30-40 minute in-person survey. The survey guide divided interviews into themes:
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Introduction
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Getting to know them
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Kickoff
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Rapport
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Stories of experience with seeking legal assistance in courthouse
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Reflection
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Wrapup
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"What legal service were you hoping to receive assistance with today?”
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“Did you speak with anyone in this process?”
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"Did you receive the assistance you expected? Why or why not?”
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“Did anyone assist at you in your time in the courthouse today?”
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"Did you obtain the paperwork in a language you could understand? Did it make sense to you?”
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Did you need an interpreter?
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Research Data Synthesis - Affinity Map
Since we were conducting user interviews with various team members in person, we utilized Teamsheavilythroughthis portion to share insights or communicate important notes. I organized findings and research into an affinity map. The most frequently given responses were divided into two groups.
Insights from affinity map
After reviewing the responses from the user interviews, it became evident that immigrant survivors/victims of intimate partner violence had two predominant experiences. Firstly, when attempting to file relief petitions at the courthouse, they encountered significant challenges due to language barriers, which proved to be a major hindrance in seeking help.
Define: User Type Created from Research Data
ESL in need of Support
Pro Se (representing one’s self)
Pioneering but language need
Yearning for support, but pro se
Language & Social Work Assistance: Approximately 24% of interviewees, who are immigrant survivors of intimate partner violence (IPV), fell into the category of individuals requiring language assistance and seeking support from legal or social workers during their filing process. This prominent group highlighted the critical role of linguistically competent documents and filing systems in overcoming barriers and successfully pursuing protective legal action against their primary aggressors. Having a strong linguistic foundation played a pivotal role in fostering confidence and assurance during this immensely important process, empowering this crucial client and user group to navigate their situation with greater understanding and awareness. The ultimate goal is to provide them with the necessary tools to empower themselves throughout this journey.
Key Insights - Expanded
78% of Users Shared Frustration with Lack of Language Access and Alienation from the Legal Process
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Clients faced significant obstacles in pursuing legal filings, with lack of language access in legal filings and courtrooms can indeed present significant obstacles for clients who do not speak English as their native language. Language barriers hampered individuals' ability to fully understand their legal rights, navigate the legal system, and effectively present their cases in court.
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Misinterpretation and miscommunication: when users relied on interpreters or translators, due to high demand of diverse language needs there were often professionals who were not proficient in both English and a user’s native language, which caused risk and actual misinterpretation or miscommunication in courtrooms - leading to serious consequences for the case.
People wanted to feel safe, supported (emotionally and legally), and advocated for.
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67% mentioned not feeling confident that the court system would have their best interest in mind because of the lack of readily available linguistic capacity. This made immigrant, non-English speaking survivors/victims of IPV feel excluded, marginalized, and alienated from the legal process.
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Users mentioned wanting to have the process of filing an order of protection and other family and immigration law matters explained to them.
Wanted to feel cared for the nuances of their immigration needs.
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Without having confidence in the legal system on their side, and the inherent loneliness or isolation that a victim or survivor of intimate partner violence can feel, they mentioned feeling a great deal of hopelessness.
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Immigration relevant information when filing family court petitions, such as knowing that it is permissible to not disclose a social security number on divorce filings for those worried about immigration related issues, are important general pieces of legal information could help carry confidence into the filing process and seeking assistance if made publicly and readily available.
Ideation
I spearheaded an ideation workshop to generate solutions tailored to address the isolated and expressed needs from user interviews. ensured that language access was given utmost priority when considering the needs of the user focus group, consisting of immigrant survivors of intimate partner violence. Recognizing the challenges they faced in navigating the legal system, I emphasized the importance of a more inclusive and language-competent court and petition system for intimate partner violence (IPV)-related court filings. By incorporating language support and culturally sensitive features, I aimed to empower these survivors and provide them with a safer and more accessible environment to seek justice and support.
Priority Matrix
I employed a priority matrix to efficiently assess and choose leading options. By carefully evaluating factors such as user impact, feasibility with current resources and environmental structure of courthouses, and public service resources, I was able to prioritize features and design elements effectively. This approach ensured that the most critical aspects of the project were addressed first, resulting in a user-centered and successful UX solution
Solution Ideas
The leading choices for the immigrant survivors/victims of intimate partner violence interviewed tended to the immediate need for communication and connection as most of resources provided to clients word in English upon their immediate initial encounter with the court system and requesting next steps for filing protective legal action against their primary aggressor(s). Given the financial background diversity of client population, a physically visible and stationary product seemed logical - as access to different digital devices for a more virtual approach (such as web pages with QR codes) could become difficult.
Most Viable Product - EmPowered
Immigrant survivors/victims of intimate partner violence would be able to approach the stands or kiosks with their documents with any questions that they may be to receive information for FAQs or general information regarding cases such as filing for divorce (do you have to put your address in the divorce, filing, in this case, if a survivor is trying to avoid disclosing their address in any way that can become visible to the primary aggressor). A secondary and most important feature would be for the user to be able to scan a QR code that would be printed on the filing document of interest and EmPowered would interpret and present on the screen real-time in the language spoken by the user, in order to provide them with information is necessary for their filing. Lastly, EmPowered would provide language competent family and immigration and domestic related law resources in the area.
What the MVP Addresses
Users feeling conflicted, hesitant, or unable to file due to language barrier
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Empowers users to have something to turn to when court officials are not able to assist;
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Allows user to file themselves (“pro se”), but need the interpretation of court petition documents.
Now they can go to a personal screen or kiosk to receive immediate translation of documents, equalizing access to legal advocacy and justice, and providing
Initial Sketches
Competitor Audit
Define: MVP and its Key Features
After conducting user interviews, a clear pattern emerged, highlighting a significant hindrance in the process of filing petitions for non-English speaking immigrant survivors of intimate partner violence (IPV). The main challenges identified include limited access to interpreters, constraints faced by users in dealing with non-English documents, and difficulties in ensuring language competency during the petitioning process. This data influence the user-centered solution of increasing language access within courthouses and courtrooms.
User Journey Map - with EmPowered
When following the persona, Jessica Reyes in her attempt to file for a protective legal action against her primary aggressor in Family Court. We follow her as it’s it’s clear that she is unable to continue the process without a few pain points. The initial pinpoint occurs when she receives the documents for filing in order protection, and her other family case matters in English, although she’s an Arabic speaker. Language access becomes an obstruction of conversion rate of success to file.
Hi Fidelity Prototype Sample
Ultimately, EmPowered is a transformative advancement, revolutionizing the way immigrant survivors of intimate partner violence interact with the legal system. EmPowered's commitment to empowering individuals through technology not only removes language barriers but also promotes inclusivity, access to justice, and equitable legal assistance for all, regardless of their linguistic background.
Next Steps
Next steps include
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Conducting market research for courtroom technology integration, legalities of such, and funding;
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Testing usability in focused examination of different language capacities to account for different cultural and legal contexts;
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Designing and testing low & high fidelity prototypes of the MVP, EmPowered;
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Iterating based on findings;
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Releasing in the target market (instead of one NYC wide release).
Thank You
Next Steps
Thank you!