It encapsulates the phases of work undertaken for the overall project, the key insights, methodologies, and pivotal processes that contributed to the development of the GRM framework and the GRM Toolkit.
Dvara’s research behind the UPI GRM has been explored in three phases:
- Phase 1 – A deep-dive into exploring and understanding the core issues faced by users during the grievance redress journey. This phase investigates on-field data to deeply understand constrained users’ challenges.
- Phase 2 – Translating the analysis and fieldwork insights from Phase 1 into a design process that creates the solution approach for the issues identified, in the form of prototypes.
- Phase 3 – Testing the efficacy of the solution approach on-field with constrained users, using the prototypes from Phase 2.