Cases

Trust plays a critical role in the success of development programs. Our trust and perception studies explore how communities view the legitimacy, fairness, and credibility of both the program and its implementing partners. These studies are essential for assessing social license to operate, especially in politically sensitive or conflict-prone environments.

We use a combination of attitudinal surveys, key informant interviews, and perception audits

The tools are designed to measure indicators such as confidence in decision-making, perceived transparency, and willingness to engage with program staff or institutions. In fragile settings, we also explore trust in government, NGOs, and service delivery agents.

Our analysis is disaggregated by demographics to reveal trust gaps among youth, women, or minority groups. We also track changes in perception over time—particularly after incidents, policy shifts, or media attention.

Findings often uncover hidden resistance, misinformation, or unmet expectations. These insights allow our partners to adapt communication strategies, re-engage communities, or adjust program governance to restore trust.

Ultimately, trust studies help ensure that programs are not only accepted but embraced. They provide a foundation for deeper collaboration and long-term sustainability, making them a vital component of community engagement strategies.

Journey mapping traces the path beneficiaries take when interacting with services—from first awareness to actual use revealing friction points, drop-offs, and moments of delight or frustration. This approach provides a holistic view of the beneficiary experience across time and touchpoints.

We begin by identifying key interaction points (e.g. registration, service delivery, grievance handling) and then conduct interviews, observations, and co-creation workshops to map the journey from the user’s perspective

What makes this method effective is its ability to connect operational processes with real human experiences. It reveals gaps in coordination, confusing procedures, or staff behavior that may hinder participation.

Programs often discover that issues like long wait times, unclear messaging, or lack of follow-up are driving disengagement. Journey maps are ideal for designing better service flows, creating beneficiary-centered feedback loops, and improving satisfaction and retention.

When implemented well, this method not only enhances program performance but also builds empathy among frontline teams and decision-makers. It is especially valuable in complex, multi-stakeholder programs where the user experience is fragmented across different systems or providers.

Ensuring that no one is left behind is central to effective programming. Our inclusion and accessibility reviews assess whether services are reaching marginalized populations – such as people with disabilities, ethnic minorities, women, the elderly, or those in remote areas – and whether these groups can engage with programs meaningfully.

We use a mix of audit tools, interviews, and participatory ranking exercises to understand barriers to access.

Our frameworks are aligned with global standards such as the Washington Group Questions for disability inclusion and gender-sensitive indicators from the OECD-DAC.

Our assessments go beyond physical access. We also look at attitudinal barriers, discriminatory practices, cultural norms, language, and affordability. Where needed, we test communications for clarity and identify any unintentional exclusion in eligibility criteria or enrollment procedures.

Findings often expose gaps between policy intent and field-level reality. The goal is to generate practical recommendations like adapting delivery channels, improving outreach, or training staff in inclusive practices. These reviews are not just about compliance; they’re about equity. They help our partners uphold human rights commitments, build inclusive programs, and unlock the full impact of their work by reaching those who need it most.

Human-centered approaches bring the lived realities of beneficiaries to the forefront. Through in-depth interviews and focused group discussions (FGDs), we capture not just what people experience, but how they interpret those experiences.

These methods are particularly useful in uncovering emotional, cultural, and behavioral drivers that are often missed in quantitative surveys.

We use open-ended guides grounded in ethnographic and participatory frameworks, and we often co-design these tools with local facilitators to ensure relevance. Interviews are conducted in the respondents’ preferred language, using trained moderators who are sensitive to power dynamics, trauma, and group composition.

What sets our approach apart is our emphasis on empathy and narrative. We analyse transcripts for recurring themes, unexpected insights, and shifts in tone or meaning, using frameworks like grounded theory or outcome mapping.

This method is powerful when programs need deep insight into how beneficiaries make decisions, perceive interventions, or navigate daily challenges. Partners use these findings to inform policy design, reframe engagement strategies, and build more inclusive services that resonate with real-world contexts. These stories humanize data, giving stakeholders a voice that numbers alone cannot capture.

These surveys focus on how beneficiaries perceive and experience the programs designed to support them. They go beyond technical delivery to measure emotional and relational factors like respect, dignity, responsiveness, and relevance. Our approach involves designing tailored survey tools that combine both structured ratings (e.g. Likert scales) and open-ended responses, often inspired by models such as SERVQUAL.

We conduct these surveys either face-to-face, by phone, or digitally, depending on the context, and we disaggregate findings by gender, age, and vulnerability status to uncover inequities. Where possible, we embed these surveys within ongoing monitoring systems to track changes over time.

The real value lies in identifying the ‘soft’ but crucial drivers of program success – whether clients feel heard, respected, and supported,

By translating feedback into service design improvements, we help partners shift from program-centric to beneficiary-centric delivery. In some cases, satisfaction data has led to complete redesigns of frontline protocols, communication strategies, and even staff training. When combined with outcome indicators, satisfaction surveys offer a fuller picture of impact and pave the way for more sustainable community trust.