Deadline for Applications
December 6, 2025
Hardship Level (not applicable for home-based)
B
Family Type (not applicable for home-based)
Family
Staff Member / Affiliate Type
CONS Local
2025-12-01
UNHCR seeks an individual consultant with demonstrated experience in user research and testing methodologies to support the development of a digital platform tailored for potential beneficiaries of third-country complementary pathways, ideally with prior experience in displacement contexts. The consultant must have strong knowledge of community dynamics within Pakistan and experience working on complementary pathways programming.
The consultant will conduct research, strategic analysis, and community consultations to generate actionable, evidence-based recommendations that will shape the design and development of the digital platform. Engagement will include UNHCR staff, refugee-led organizations (RLOs), communities, and other relevant stakeholders. The final deliverables must be high-quality, user-centric, and operationally relevant.
The consultant will work under the supervision of the Associate Protection Officer and will collaborate closely with the Protection, Durable Solutions, Digital Innovation, and Community-Based Protection teams.
Regular check-ins will be held to validate progress, align with operational needs, and guide subsequent phases.
Consultancy Duration: 9 months
The work is expected to be completed by the end of the 9-month contract period. In addition to bi-weekly progress reports and monthly summaries, 7 documents (Legal mapping, solutions mapping, tools mapping, stakeholders mapping, community and stakeholders survey report, risk assessment, and the final report) will be completed with the input of UNHCR and relevant partners and the draft outputs will be shared internally for feedback before documents will be considered finalized.
The payments of the consultancy are on monthly basis, the payment will be processed based on the achievements attained each month, aligned with the deliverables outlined in the Terms of Reference and confirmation from the supervisor.
Required/mandatory:
• Legal/social work/communication or related fields background.
• Familiarity with local Afghan communities in Pakistan
• Demonstrated experience in dealing with communities with an Age, Gender, Diversity perspective and sensitivity, communication with women, children, individuals with disability, various literacy levels.
• Ability to employ a full range of user research and testing methodologies (e.g., surveys, interviews, user observation, contextual interviews).
• Demonstrated ability in managing data and information, including research, design, processing, analysis, and evaluation
• Knowledge or general understanding of UI/UX design in software development, computer science, user research or behavioural science, technology, and/or innovation.
• Experience with design documentation, creation of mock-ups, requirements gathering and client interaction.
• Understanding of user-centred design and testing methodologies, subsystems and usability and accessibility concerns.
• Proficiency in audience research and testing methodologies.
• Quantitative and qualitative research experience.
• Demonstrated experience gathering information with and presenting work to both technical and non-technical audiences.
• Working proficiency in English, and in Dari and/or Pashto
• Excellent writing, research, analytical and documentation skills, demonstrating high levels of attention to detail.
• Able to develop audience personas and digital user journeys based on research.
• Familiar with conducting or supporting research and usability testing to solve user experience issues.
• Strong interpersonal and communication skills, including across cultural contexts and different age groups.
• Confidence working with teams developing digital platform and design team to translate findings into actions.
Desirable:
• Candidates familiar with the refugee context and legal framework applicable to Afghans is a considerable advantage.
• Specific experience with complementary pathways, having benefited from a complementary pathways or knowledge of the process in a destination country is a plus.
• Strong facilitation skills and the ability to establish partnership with key actors in the legal, education and employment sectors
Deliverables
A. Design and Facilitate Consultations
Develop structured consultation tools, including questionnaires for in-person engagements with
potential beneficiaries of third-country complementary pathways
legal professionals and community leaders
NGOs and other
relevant stakeholders in Pakistan and complementary pathways destination countries
Co-design and deploy online surveys and alternative outreach methods (e.g., mobile-based surveys, social media channels) to complement in-person interviews.
Coordinate with UNHCR to ensure consultation methods are inclusive, context-appropriate, and accessible.
B. User Research and Analysis
Conduct focus group discussions (FGDs) and desk research to develop user personas and journey maps, including assessments of digital literacy and existing information-seeking behaviour.
Translate user insights into clear user requirements for interface design, information architecture, and user experience flows.
Work closely with project focal points, digital developers, and designers to ensure user research findings are accurately reflected in platform prototypes.
C. Stakeholder Engagement
Incorporate continuous feedback from communities on the pilot tool across the project cycle, including during testing and content refinement.
Brief and collaborate with design and development teams on UX/UI optimization and platform functionality.
Ensure all engagement aligns with Accountability to Affected People (AAP)
principles—particularly transparency, participation, inclusion, and responsiveness.
D. Mapping and Assessment
Conduct a comprehensive mapping of existing legal services and advisory systems available to potential third-country complementary pathways applicants in Pakistan and selected receiving countries.
Identify and analyze information channels, tools, and networks that communities currently use to access guidance.
Map available third-country complementary pathway options, engaging with
NGOs,
lawyers, and
authorities in receiving countries
individuals who have departed through third-country solutions
Gather and visualize relevant policies, procedures, and forms related to exit, entry, and stay requirements, with disaggregation by Age, Gender, and Diversity (AGD).
E. Review and Risk Analysis
Review existing technology-based platforms used in similar contexts to identify good practices and gaps.
Undertake a risk assessment to identify potential risks in tool development (e.g., data protection).
Propose clear mitigation strategies.
F. Reporting and Recommendations
Prepare a final analytical report synthesizing
all findings from consultations, surveys, and desk research,
proposed user personas and journey maps
mapping and risk assessment results
platform design and development recommendations
Provide actionable, practical, and context-appropriate recommendations for the digital platform’s design, functionality, content structure, and rollout.
G. Impact Indicators (Qualitative and Quantitative)
% of community participants reporting that findings and recommendations accurately reflect their needs.
Number of stakeholders engaged across consultations, including gender and diversity disaggregation.
Quality and relevance of personas, journey maps, and user flows incorporated into digital platform design.
Degree of integration of community feedback into platform specifications and prototypes.
Evidence of strengthened AAP alignment through participatory and transparent consultation processes.
H. Performance Indicators
All deliverables submitted on time and aligned with the agreed workplan.
Accuracy, clarity, and usability of analytical products and recommendations.
Cost-effectiveness of consultancy inputs relative to outputs delivered.
Effective engagement and communication with communities and stakeholders.
Responsiveness to feedback from UNHCR teams and partners.
7. Qualifications and Experience
Advanced degree in social sciences, human-centered design, anthropology, digital innovation, or related field.
Minimum 5–7 years of experience in user research, participatory methodologies, or digital product development.
Experience working with displaced populations or in humanitarian settings.
Knowledge of complementary pathways frameworks is an asset.
Strong analytical, facilitation, communication, and report-writing skills.
Expected Deliverables and Timeline
a. Inception Report and Workplan - Month 1
Methodology, stakeholder list, timelines, consultation plan
b. Consultation Tools - Month 2
Questionnaires, FGD guides, online survey templates
c. Interim User Research Report - Month 3 & 4
Findings from consultations, personas, journey maps, digital literacy analysis
d. Mapping & Assessment Report - Month 5
Mapping of legal services, information networks, and pathways + visualized procedures
e. Risk Assessment Report - Month 6
Identification of key risks with mitigation strategies
f. Draft Final Report - Month 8
Preliminary findings and recommendations
g. Final Report - Month 9
Full and refined recommendations and research outputs
Required Language: Fluent English, Working proficiency in Dari and/or Pashto
Minimum years of work experience: 5 years.
Standard Job Description
Required Languages
Pashto
,
English
,
Desired Languages
Dari
,
,
Additional Qualifications
Skills
Computer Programming, Deliverables Management, Design, Researching
Education
Bachelor of Arts: Communication
Certifications
Work Context: Protection
Other information
This position doesn't require a functional clearance
Remote
No