Publications
User Journeys
Ground Truth Solutions/CCD / 2024. Ukraine hosts the world’s largest ever humanitarian cash response. It occurs alongside Ukrainian social and financial services that have retained their functionality despite the Russian full-scale invasion in 2022. The humanitarian cash response best supports people’s capacity to cope with the war when it is tailored to local contexts and complements existing institutional structures and local actors, be they local authorities, NGOs, civil society organisations, or community representatives. This report presents the third round of results of a research project that began in January 2023, in collaboration with the Collaborative Cash Delivery Network, Open Space Works Cooperative and the Kyiv International Institute of Sociology. We designed the project with local cash actors to ensure relevance for the response.
Ground Truth Solutions/CCD / 2024. Ground Truth Solutions has been tracking the user journeys of cash assistance recipients in different contexts in order to understand and amplify their experiences through each step of the process; from learning about the programme, through to spending their cash assistance. This brief provides an overview of emerging themes from four contexts. It aims to support better cash programming in Ukraine, as the largest cash response ever, and beyond. This iterative approach to examining cash recipient journeys provides useful insight into the opportunities for and obstacles to a more people-centred approach. User journeys are a creative problem-solving tool inspired by human-centred design. They visualise individuals’ relationships with and use of products or services in order to develop user-defined improvements. The following analysis examines results from such qualitative enquiry with cash recipients in Ukraine, Somalia, Burundi, and Lebanon. In each context, we developed user journey personas based on the aggregated experiences of cash assistance applicants and recipients recorded in qualitative interviews conducted between 2020 and 2024.
Ground Truth Solutions/CCD / 2023. In line with the commitment of aid providers in the Grand Bargain¹, cash assistance has been an increasingly prevalent form of aid since 2016 and is people’s preferred way to receive support in Ukraine.² Cash providers can rely on a functioning state system and a range of financial service providers in Ukraine. Ground Truth Solutions has been working with the Collaborative Cash Delivery Network (CCD) since January 2023 to understand people’s experiences with cash assistance. Our first report, published in July 2023, provides an overview of people’s diverse experiences, from first hearing about available assistance to receiving and spending it. The second report of December 2023 documents nine user journeys of people with specific profiles in terms of location, displacement status, age, and challenges. This report provides a general analysis of the main themes that emerged from 40 qualitative interviews conducted between August and September 2023, which served as the basis of the user journeys. It adds context and additional knowledge to the most important findings regarding cash recipients’ experiences in Ukraine, and provides recommendations for how to improve specific issues.
Ground Truth Solutions/CCD 2023. In January 2023, Ground Truth Solutions in collaboration with the Collaborative Cash Delivery Network started a project to study the experiences and perceptions of people who applied for or received cash assistance in Ukraine, both from humanitarian organisations and through government social protection schemes. Building on the initial findings from our first round of research conducted in January–June 2023, this second round delves deeper into the experiences of cash assistance recipients.
Ground Truth Solutions/CCD 2023. Cash as a way of providing assistance plays a crucial role in the Ukraine humanitarian response. As part of a project with the Collaborative Cash Delivery Network (CCD), Ground Truth Solutions is conducting a qualitative study with people who applied for or received cash assistance in Ukraine. The objective of the study is to document the experiences with and perceptions of cash assistance in Ukraine and to ensure that this insight drives improvements to humanitarian cash programmes and state-provided social protection support in real time. In the first of three rounds, we conducted in-depth interviews and focus group discussions with 90 people who applied for or received cash assistance. These took place between March and April 2023. Because we wanted to understand a broad range of experiences with cash assistance in Ukraine, we spoke to people living in different places who differed in their displacement status, needs and type of cash assistance they received. Data will be collected again in August 2023 and March 2024.