NVDRC Research Project
An award-winning volunteer research effort with the Network for Victim Recovery of DC (NVRDC)
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Volunteers from Booz Allen’s Digital Experience (DX) capability partnered with NVRDC to investigate the experiences of crime victims from marginalized communities in the aftermath of their victimization. Human-centered designers worked with NVRDC staff, community partners, and their stakeholders to conduct interviews that uncover key touchpoints throughout the crime victims’ experiences, particularly in the justice system. Results from this research will provide in-depth, qualitative research on the specific barriers that marginalized communities face in achieving justice and will allow the designers to provide recommendations on how NVRDC can address these unmet needs.
The intent of this project was to talk to NVRDC users and see what they thought about not only NVRDC in general but also the justice system, what they consider “survivor-defined justice” and how they wish their experiences had differed. The overarching goal of the project was for NVRDC to use the research gathered to make improvements to its services and offerings. Specifically, they wanted to ensure that marginalized communities felt they were getting the care they needed and that NVDRC could properly service members of the DC community when they are most vulnerable and in need of support.
AWARD-WINNING: The research team involved in this effort won the 2021 “Champion Award” from NVDRC. This was a huge honor and I am so proud of my entire team and their hard work. View the Award Here
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The client of this project was the Network for Victim Recovery of DC (NVRDC). This project was solely a research effort and the only deliverables were research-based. This project began in July 2021 and is ongoing.
A little about the client:
Network for Victim Recovery of DC (NVRDC) provides free, holistic, and comprehensive advocacy, case management and legal services to victims of all types of crime regardless of income. We believe that victims deserve respect for their dignity in the aftermath of a crime. NVRDC seeks to empower crime victims in the District of Columbia by meeting them where they are and, in doing so, provide vital services in order to achieve justice and encourage self-determination.
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This research project was understand the current challenges that crime victims in DC face, especially BIPOC, LGTBQ+, and crime victims from other historically marginalized communities. It also uncovered how current NVRDC services are perceived by their clients in these communities. This work gained awareness of how clients interpret NVRDC’s role in the larger ecosystem of service providers and government entities with which a crime victim interacts in the aftermath of their victimization.
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Identify and understand NVRDC clients’ needs, especially as they pertain to the experiences of historically marginalized communities such as BIPOC and LGBTQ+ survivors
Gain a holistic view of how clients view the current NVRDC landscape of services and how they intersect with other community-based services, healthcare providers, or legal systems
Identify opportunities to improve NVRDC’s offerings
Provide recommended next steps to NVRDC leadership team to incorporate findings into future work
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This project was a hand-picked project for Booz Allen Hamilton UX professionals. My role in this project is as a contributor. I helped facilitate interviews, take notes, synthesize research, participate in meetings and create key takeaways. I am part of a team of 11 wonderful individuals.
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Our team first focused on creating the project plan and charter and working with members of NVDRC to gain a clear understanding of what was needed. Next, a research plan was developed.
After the research plan, all team members went through training on how to properly communicate with those who are discussing traumatic events. This was an extremely important step, as those we interviewed were victims of a life-altering event. Many were still involved in the proceedings of their case. It was essential we were able to provide the participants with a safe space for them to share all their thoughts, whether positive or negative.
The next step in the process was developing the facilitate guide/interview script. This was created very methodically to help interviews navigate through the interview and gather pertinent information while respecting the needs of the user.
After this, interviews began. We interviewed women of all ages, ethnicities, backgrounds, and communities. Six hour-long interviews were conducted over the period of two months.
Synthesis and the creation of deliverables were next in the research process. The team worked together to analyze the data collected, synthesize the information and create key insights for NVDRC. While synthesis is complete, the creation of deliverables is still ongoing. Once all deliverables have been completed, a complete report of insights and recommendations will be given to the NVDRC.
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Project Plan
Project Charter
Research Plan
Facilitation Guide/Interview Script
Journey Map
Key Insights Mural board
Findings Report
*Due to the confidentiality of the interview participants as well as the Booz Allen DX Process, I am unable to share any deliverables.