Working closely with the Living in NSW team at the Department of Customer Service (DCS) and Multicultural NSW (MNSW), we undertook a diary study to gauge the real-time experiences of refugees newly arrived in NSW.
The diary study contributes to broader research being progressed by DCS to deliver on Action Item 1.7 under the NSW Settlement Strategy (Revision 1. 2024). The research seeks to better align policy and service delivery with actual needs.
The challenge
DCS wanted to gain a deeper understanding of the settlement experience of newly arrived refugees in NSW including their interactions with government agencies and access to services. The study culminated in the development of clear recommendations that DCS could pursue to enhance refugees' settlement outcomes in NSW.
The 5-week diary study explored a range of topics with newly arrived refugees including:
- Current settlement journeys and experiences
- The main challenges and gaps
- How the settlement process aligns with individual and cultural needs
- What components of the settlement process are working well and what can we learn from
- How might we improve the settlement experience and outcomes for people
- How can collaborations between stakeholders be strengthened to enhance the settlement experience
- What opportunities are there to strengthen the settlement experience with digital solutions
Diary studies are a user research technique that involve participants recording their experiences, behaviours, and thoughts over a period of time, allowing researchers to gather in-depth insights into real-world contexts and long-term user interactions.
Our approach
Our project utilised a trauma-informed methodology to deeply engage with the participants from diverse backgrounds. Over the course of two months, we implemented a phased approach to not only gather data but also to build trust and understand individual participant needs. Framed by five foundational principles our work focused on:
- Accessibility
- Choice and flexibility
- Power-sharing
- Reciprocity
- Creating a supportive environment
Finding the right tools for the job
The first priority for this project was to design a technical solution that met the needs of participants– people with limited digital access and who were developing English literacy. We selected real-time communication tools that participants could easily access and felt comfortable using. After evaluating several options we chose WhatsApp, Email, and ClickSend for SMS. These platforms had low barriers to entry, supported diverse media formats such as voice notes and photos, and enabled us to capture a richer picture of the participants' experiences.
Briefing and Rapport Building
Before commencing data collection, we conducted briefing calls with each participant. These discussions helped us to build a relationship with each participant, understand their preferences for communication and gauge their ability to engage with the study. This set the stage for effective and empowering interaction throughout the project. Establishing this initial rapport was crucial in encouraging open and honest communication.
Engagement and Data Collection
Twice a week we reached out to participants via their preferred platforms — WhatsApp, SMS through ClickSend, or email. Participants were invited to share their experiences in formats they were most comfortable with, including text messages, photos and voice notes. This flexible approach allowed for rich, nuanced data collection. Notably, one participant preferred to provide voice notes in Farsi, providing vivid, expressive insights in their first language. To foster multilingual understanding, we collaborated with Multicultural NSW for interpreting services during key interactions and utilised a custom GPT, Human Translation, for quick, real-time back-and-forth message translations.
Our research began by evaluating participants’ current context to determine readiness to engage. We then delved into their feelings about integration into their local communities, examining their sense of belonging and expectations. Next, we asked participants to name what worked well for them, and what they found challenging and their problem-solving tactics. This helped identify opportunities to enhance services, address unmet needs, and demonstrate the impact of coping strategies.
Our research then focused on support sources, exploring both the formal and informal networks refugees’ utilise. Just over half-way through, we asked whether the participants had experienced any significant life changes since the study started, which helped us understand the personal significance of these changes and how quickly these impacts can be felt. Nearing the study's end, we sought participant input on improving the settlement experience in NSW. Finally, we asked participants to prioritise key aspects of the settlement process, highlighting pressing needs and validating our findings.
Sense-Making and Analysis
All collected data was stored and analysed in Dovetail. We employed a two-stage tagging process to sift through the data: initially applying pre-defined tags based on our hypotheses about integration, social cohesion, and expectations, and later expanding these tags to include emerging themes such as coping strategies and unmet needs. This iterative tagging process helped us to share emerging findings each week with DCS and to test them alongside findings from other research themes. We then clustered the data into high-level categories which we then distilled into overarching insights. These insights were supported by direct quotes from participants, grounding our findings in real experiences and enhancing the validity of our conclusions.
Outcomes
7 themes, 16 insights, 25 opportunities
Our study synthesised responses into an insights report with seven key themes, leading to 16 distinct insights and generating 25 actionable opportunities. These findings shed light on the intricate daily challenges and triumphs refugees face, emphasising the vital importance of self-care, the ongoing struggle for independence, and the crucial role of social connections in their successful settlement. The insights gained are now steering the creation of more nuanced, effective services that cater to both the practical and emotional needs of refugees.
Prioritised Needs and Unexpected Discoveries
A critical aspect of our approach was not only to gather direct feedback from participants but also to have them explicitly prioritise their needs. This process revealed some surprising insights, notably the importance participants placed on self-care and wellbeing. This was prioritised ahead of securing stable long-term housing and accessing proper health services. These findings underscore the necessity of self-preservation and mental health support in the broader context of refugee resettlement — highlighting that one must first be well to effectively face the myriad challenges of establishing life in a new country.
The Influence of Expectations on Perceptions
Expectations significantly shape the resettlement experience. Our findings suggest that a positive outlook can profoundly affect how challenges are perceived and tackled. Navigating cultural shocks and addressing preconceived notions about available support systems, like housing and language training, were seen to be less daunting for those with a hopeful perspective, noting that hope is impacted by the experience of trauma and needs to be fostered not presumed. Recognising this, there is a strong case for programs that foster positive experiences and perceptions among refugees, potentially making their adjustment to new surroundings feel more manageable and less overwhelming.
Reflections
From a team member
"Our diary study not only illuminated the challenges faced by refugees but also their incredible resilience and resourcefulness. I look forward to seeing the outcomes of this work enrich the Settlement Strategy and ensure that it is reflective of the experience of the real people that we engaged.”
Joanne Osbourne-Taylor, Lead Design Strategist
Project team
- Emma McCann, Operations Lead
- Emily MacLoud, Senior Design Strategist
- Joanne Osbourne-Taylor, Lead Design Strategist
- Aishling Costello, Senior Design Strategist
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