Summary
When global travel shut down, Viamo had a dilemma: how would they meet their users? For almost a decade, Viamo has worked with communities around the globe building products for people with limited access to technology. They operate in over 40 countries and their staff comprises workers based in 19 different time zones. Learn how the Viamo team has become better designers, more equitable practitioners, and better positioned as a company by adopting a “Human Centered Design Approach”, skilling up their in-country teams, and working with a network of local design researchers.
Key Insights
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Design should focus on user needs before jumping to solutions.
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Building closer relationships with local communities enhances design outcomes.
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Prioritize humane approaches over extractive research practices that treat users as mere data sources.
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Involve local designers to ensure methods are culturally relevant and context-specific.
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Using technology is not just about travel; remote engagement can yield deep insights.
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Ownership of user data is crucial; organizations should act as stewards of information.
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Training internal staff can create a culture of human-centered design.
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Compensation for research participation fosters trust and acknowledges users' contributions.
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Documentation and continuous feedback loops can drive improvement in design practices.
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Sustainable practices, reducing travel, can lead to stronger local connections.
Notable Quotes
"This program was really successful in proving people’s lives because it was based in deep community organizing."
"We had to find other ways of working and we attempted as best we could to reach our users by phone."
"We need to cut down on flights, we need to cut down on our carbon emissions."
"Extractive research treats users as sources of data instead of partners in your work."
"People are saying you think we're dirty... so we adopt and say make sure that you're doing your interviews outside."
"Building follow-up into your work plans is a really important step."
"Your work is largely project or feature-based, and that's where continuity suffers."
"It’s our responsibility to share openly and build trust with our users."
"Nothing is ever finished. Everything is a living document."
"You have an opportunity to help your organization see themselves as part of a broader community."
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