The Challenge: A Mandate Built on Assumptions

The initial brief was ambitious. The Haitian refugee community in the Bahamas faces a cycle of exploitation in menial jobs, and entrepreneurship was seen as a pathway to economic freedom. The client's proposed solution was a web portal to provide business resources.

My first step, as always, was discovery research. I immediately hit two significant roadblocks:

  1. A Data Black Hole: Information on this specific community was incredibly scarce, with most available articles being over five years old.

  2. An Inaccessible User Base: The Bahamas is a disconnected island nation, and the refugee community itself is hard to reach. Remote research was impossible due to a lack of reliable connectivity.

A direct research path was closed. To move forward, we had to adapt our strategy entirely.

Research Strategy: Pivoting to Proxies and
Experts

The Connectivity Challenge

The Bahamas presented unique research challenges that demanded creative solutions:
Geographic Isolation: An archipelago with limited inter-island connectivity
Digital Divide: Most residents still relied on feature phones, with mobile internet remaining problematic
Cultural Barriers: Language differences and community distrust of outsiders
Legal Sensitivities: Undocumented status made community members cautious about engagement

Methodological Adaptation

Phase 1: Secondary Research Deep Dive: Faced with recruitment challenges, I began with comprehensive literature reviews. However, then immediately encountered a critical limitation: most available information was 5-6 years old, reflecting the community's invisibility in research and media.
Phase 2: Narrative Research Through Proxies: Unable to directly access the Haitian community initially, I pivoted to interviewing social agencies and volunteers who worked directly with refugees. This approach yielded our first crucial insight: the business development focus was premature, legal status was the primary barrier.
Phase 3: Grounded Theory Development: As the findings deviated significantly from the original brief, I expanded our research approach:
  • Additional secondary research on legal frameworks
  • Second round of volunteer interviews
  • Focus groups with recent immigrants from the Bahamas
  • Connection with local immigration agencies for broader context
These interviews were revelatory. They immediately shattered the initial assumptions and pointed to a much deeper, more foundational problem.

Primary Research Insights: Uncovering Hidden Barriers

Through the multi-phase research approach, several interconnected barriers facing the Haitian community were identified:

Legal Status Barriers

  • Undocumented status preventing formal business registration
  • Limited awareness of pathways to legal residency
  • Complex permit requirements with unclear application processes

Information Access Barriers

  • Language barriers (Haitian Creole vs. English)
  • Limited internet connectivity and smartphone access
  • Distrust of official information sources due to past discrimination

Systemic Barriers

  • Financial constraints limiting access to legal assistance
  • Discrimination in various sectors affecting opportunities
  • Limited government support for integration programs

Technology Infrastructure Barriers

  • Widespread use of feature phones rather than smartphones
  • Unreliable mobile internet connectivity
  • Limited digital literacy in older community members

Ecosystem Analysis: Understanding the Broader Context

The research revealed a complex ecosystem affecting the Haitian community:

Environmental Pressures

Natural disasters and climate change impacts in both Haiti and Bahamas
Economic instability affecting both origin and destination communities

Social Dynamics

Communal violence creating ongoing displacement pressure
Complex family dynamics with members across multiple countries Limited integration with broader Bahamian society

Institutional Factors

Insufficient government support for refugee integration
Limited NGO resources for sustained support
Lack of coordinated information dissemination systems

Meet Esther: A Persona of Unrecognized
Potential

Primary Persona: Esther, 24, Aspiring Entrepreneur

Background:

Daughter of Haitian refugees who arrived in the Bahamas as a teenager. Bilingual (Haitian Creole/English) with basic education. Works part-time in tourism service jobs while caring for younger siblings.

Technology Profile:

Uses a feature phone for calls and basic texting. Occasionally accesses internet at community centres or through friends' smartphones.

Goals:

  • Achieve legal status in the Bahamas

  • Start a small food business serving Haitian cuisine

  • Provide stable income for family

  • Eventually bring extended family to the Bahamas legally

Pain Points:

  • No clear information about legal pathways to residency

  • Fear of deportation preventing engagement with officials

  • Limited English literacy affecting document comprehension

  • No savings for legal fees or business startup costs

Motivations:

  • Strong family responsibility and cultural ties

  • Entrepreneurial spirit and business acumen

  • Desire for stability and legal recognition

  • Community pride and cultural preservation

Journey Mapping: The Path Through
Uncertainty

Original Journey: Before Sipò

Phase 1: Awareness (Months 1-6)

  • Emotional State: Hopeful but uninformed
  • Actions: Hearing fragments of information from friends
  • Barriers: No reliable information sources, language barriers
  • Outcome: Confusion about legal options

Phase 2: Information Seeking (Months 7-12)

  • Emotional State: Frustrated and overwhelmed
  • Actions: Attempting to navigate government websites, asking community members
  • Barriers: Complex legal language, conflicting information
  • Outcome: Increased confusion and anxiety

Phase 3: Informal Networks (Year 2)

  • Emotional State: Dependent and vulnerable
  • Actions: Relying on informal networks and rumour mills
  • Barriers: Misinformation, exploitation by unofficial "helpers"
  • Outcome: Wasted time and money on incorrect advice

Phase 4: Resignation (Year 3+)

  • Emotional State: Defeated and hopeless
  • Actions: Accepting status quo, avoiding official contact
  • Barriers: Lost trust in systems, fear of consequences
  • Outcome: Remaining in legal limbo indefinitely

How Might We: Re-framing Around
Accessibility

The research led to a fundamental reframe of the design challenge:
Original HMW: "How might the Haitian diaspora in the Bahamas use digital technology to start or grow their businesses?"
Refined HMW: "How might we provide accessible, trusted information about legal pathways that empowers Haitian refugees to take their first steps toward legitimate business ownership?"
This reframe acknowledged that business development was premature without addressing the foundational need for legal status and trusted information access.

Solution Pivot: From Web to Voice

The Technology Reality Check:

The research revealed that the client's initial vision, a web portal was fundamentally misaligned with user needs and capabilities:
  • Device Limitations: Widespread use of feature phones made web browsing impractical
  • Connectivity Issues: Unreliable internet made web-based solutions unrealistic
  • Digital Literacy: Many community members lacked comfort with web interfaces
  • Privacy Concerns: Web browsing felt too exposed for sensitive legal inquiries

The IVR Opportunity

Investigation into Viamo's previous work revealed successful IVR (Interactive Voice Response) implementations in similar contexts. This technology offered several advantages:
  • Universal Access: Works on any phone, including basic feature phones
  • Language Support: Could provide information in Haitian Creole
  • Privacy: More discrete than web browsing or in-person visits
  • Scalability: Could serve multiple users simultaneously
  • Cost-Effective: Lower infrastructure requirements than web solutions

Solution Design: Sipò - Support in Your Language

Concept and Naming

"Sipò" means "Support" in Haitian Creole, a name that immediately communicates the system's purpose while honouring the community's language and culture.

Information Architecture: Organized Around User Needs

IVR User Flow: A Pathway to Clarity

The IVR flow was designed to be simple and empowering, guiding users from a state of uncertainty to a state of understanding.
  1. Dial & Select Language: The user dials a simple number and immediately chooses between English or Creole. This first step is crucial for building trust and ensuring comprehension.
  2. Identify User Need: The system asks if the caller is a recent arrival or has been in the Bahamas for a while. This segments users to provide more relevant information.
  3. Navigate Core Topics:
    • The main menu directly addresses the key pain points discovered in our research: Information on legal processes.
    • Understanding your rights as a Haitian.
    • Business policies and rules (for those who have or can attain legal status).
    • The option to speak with a representative for complex issues.
  • Step 1: Accessible Entry: Toll-free number accessible from any phone Immediate language selection (English/Creole) Clear, simple menu options read aloud
  • Step 2: Status-Aware Navigation: Branching based on current legal status New resident vs. existing resident pathways Appropriate information for each situation
  • Step 3: Comprehensive Information Delivery: Detailed explanations of legal processes Rights awareness and protection information Step-by-step guidance for applications
  • Step 4: Connection to Human Support: Direct connection to trained volunteers Callback system for detailed consultations Integration with existing support networks Every branch of the IVR tree was designed to answer the questions our research showed were the most pressing and foundational for this community.

Key Features: Building Trust Through Design

Cultural Sensitivity

  • Native Language Support: Full system available in Haitian Creole
  • Cultural Context: Information framed within Haitian cultural understanding
  • Community Voice: Narrated by trusted community members
  • Religious Sensitivity: Acknowledging spiritual aspects of decision-making

Privacy and Security

  • Anonymous Access: No personal information required for basic information
  • Secure Callbacks: Encrypted callback system for detailed consultations
  • Legal Protection: Clear statements about confidentiality
  • Safe Contacts: Vetted volunteer network with cultural training

Accessibility Features

  • Audio-Only Interface: No literacy requirements
  • Slow Speech Options: Adjustable pace for complex information
  • Repeat Functionality: Easy replay of important information
  • Simple Navigation: Maximum three menu levels deep

Esther's New Journey: From Powerless to
Empowered

With Sipò, Esther's story changes. She hears about the helpline on the radio, a key local marketing channel. She calls and, for the first time, receives clear information in her own language about her rights and the steps to apply for legal status. This knowledge empowers her to begin the application process, transforming her mindset from one of hopeless frustration to one of confident action. She is finally on the path to starting her business.

Phase 1: Discovery

  • Emotional State: Cautiously hopeful
  • Actions: Hearing about Sipò through radio PSAs and word-of-mouth
  • Experience: Initial trust-building through community endorsements
  • Outcome: Willingness to try the system

Phase 2: First Contact

  • Emotional State: Nervous but curious
  • Actions: Calling Sipò line, selecting language, exploring options
  • Experience: Immediate comfort from native language support
  • Outcome: Growing confidence in information quality

Phase 3: Information Processing

  • Emotional State: Increasingly informed and empowered
  • Actions: Learning about legal options, understanding requirements
  • Experience: Complex legal concepts explained in accessible language
  • Outcome: Clear understanding of next steps

Phase 4: Decision Making

  • Emotional State: Confident and determined
  • Actions: Planning legal status application, gathering documents
  • Experience: Ongoing support through callback system
  • Outcome: Commitment to legal pathway forward

Phase 5: Implementation

  • Emotional State: Empowered and supported
  • Actions: Beginning legal application process with confidence
  • Experience: Continued access to information and human support
  • Outcome: Progress toward legal status and business goals

Measuring Success: Impact Beyond Usage

Quantitative Metrics

  • Usage Analytics: Call volume, session duration, menu navigation patterns
  • Completion Rates: Percentage of users accessing complete information modules
  • Callback Requests: Demand for human support services
  • Geographic Reach: Coverage across different Bahamian islands

Qualitative Impact Indicators

  • Knowledge Increase: Pre/post assessments of legal awareness
  • Confidence Building: Self-reported comfort with legal processes
  • Action Taking: Actual permit applications and legal consultations
  • Community Feedback: Testimonials and word-of-mouth recommendations

Systemic Impact Measures

  • Legal Aid Referrals: Increased connection to professional legal services
  • Government Engagement: More informed interactions with official processes
  • Community Cohesion: Strengthened networks through shared information access
  • Long-term Integration: Business registrations and permanent residency applications

Implementation Strategy: Building Trust
Incrementally

Phase 1: Foundation Building (Months 1-3)

  • Core IVR system development with essential legal information
  • Volunteer recruitment and training program
  • Community outreach through trusted partners
  • Basic analytics and feedback collection

Phase 2: Content Expansion (Months 4-6)

  • Additional legal pathway information
  • Business development resources
  • Mental health and social support connections
  • Enhanced callback system implementation

Phase 3: Network Integration (Months 7-12)

  • Full integration with existing NGO services
  • Government partnership development
  • Advanced analytics and outcome tracking
  • Proactive outreach campaigns

Stakeholder Benefits: Alignment Across
the Ecosystem

For the Haitian Community

  • Dignified Access: Information access that respects privacy and cultural identity
  • Empowerment: Knowledge that enables informed decision-making
  • Hope Restoration: Clear pathways forward from legal limbo
  • Community Strengthening: Shared resources and mutual support

For Support Organizations

  • Efficient Resource Use: Automated information delivery frees staff for complex cases
  • Broader Reach: Serving more community members with limited resources
  • Quality Consistency: Standardized information reduces confusion
  • Impact Measurement: Clear data on community needs and service effectiveness

For Government Agencies

  • Improved Compliance: Better-informed community makes fewer errors
  • Reduced Processing Time: Complete applications processed more quickly
  • Enhanced Relations: Demonstrated commitment to community support
  • Cost Efficiency: Reduced need for repeated information provision

Reflections: Lessons in Adaptive Design

This project was a powerful lesson in the importance of foundational research. By daring to challenge the initial brief, I guided the project away from building a product that would have failed and toward a strategy that created real-world value.

  • The Power of Pivoting

    The most critical lesson from Sipò was the importance of remaining open to fundamental assumptions being wrong. The initial web portal concept made perfect sense from a design perspective but completely failed to account for technological, legal, and cultural realities.

  • Technology as Cultural Bridge

    IVR technology, often considered outdated, proved to be the perfect bridge between community needs and available resources. The lesson: appropriate technology isn't always the newest technology.

  • Information as Empowerment

    The project reinforced that information access is fundamentally about power distribution. By making legal information accessible in native languages through familiar technology, we weren't just providing information, we were redistributing power.

  • Community Trust as Currency

    Every design decision had to be evaluated through the lens of community trust. Features that seemed helpful from an outside perspective (like data collection for improvement) could undermine trust if not carefully implemented.
My key reflections from this project are:
  • Fall in love with the problem, not the solution. The most critical contribution was not designing an interface, but correctly defining the problem.
  • The most effective technology is the one people can use. In a world obsessed with apps and web portals, we must not forget the power and accessibility of older, more universal technologies like voice.
  • Design is advocacy. For vulnerable populations, understanding our role as researchers and designers is to uncover their unspoken needs and advocate for solutions that create genuine empowerment.

  • Global Implications

The Sipò model demonstrated that voice-based systems could serve as a foundation for digital inclusion in under-connected communities. The project's outcomes informed Viamo's broader platform development, leading to implementations that serve millions of users across Africa, Asia, and Latin America.