How to Interview Remotely
Interviews are a core part of adjudicating an Asylum case. How do you conduct an interview when it’s not safe for Asylum officers and applicants to be in the same room?
Interview Set-UP
In June 2020, the Asylum Division began using Microsoft Teams to conduct socially-distanced asylum interviews via video due to the COVID-19 public health emergency.
As of February 23, 2021, the Asylum Division has conducted approximately 14,174 Video-facilitated Interviews.
Applicant and attorney led into separate rooms
Tablet set-up in applicant room with Teams video call running
Officers are at their desk, communicating with the applicant via Teams call
Electronic Signature Problem Space
Business Needs
Signatures are needed at the right time, from the right applicant, on the right form
Reduce physical contact with applicant and officer during interviews due to COVID-19
User Needs
Applicants need to be able to navigate the tablet without written instructions
The officer needs to have as much control of the applicant experience as possible
Tech Needs
Electronic signature solution needs to securely authenticate the applicant's identity
The forms the applicant signs, need to be attached to the applicant's case in the case management system
Feedback
“Applicants don’t know what their receipt number is, and it’s not clear that you need to touch the receipt # box in order to get the keyboard to display, I think that part is really hard for the applicant.”
– Asylum Officer
Applicant Navigation Improvements
Outcomes
Applicants can navigate the tablet without Asylum Staff physically entering the room
Officers can explain next steps to applicant remotely
Solution
Language agnostic patterns such as symbols and colors to help the applicant understand what to do
Help the officer understand what step the applicant is on
Features
Green / orange buttons for different options
Highlight what step the applicant is on for the officer
Feedback
“The example tablet view is extremely helpful. This alleviates my concerns about not knowing what they’re supposed to be doing.”
-Asylum Officer
Giving the Officer Control
Outcomes
Officer can remotely attach applicant information to signed forms
Officer can connect and control applicant tablet remotely and securely
Solution
Officer opens eSign from applicant case in case management system
Tablet connection and controls for the officer
Features
6-digit code on tablet screen connects applicant and officer experience
When connected, officer send relevant form to applicant from eSign
Officer ability to control applicant screen if needed
Officer Screen
Applicant screen
How it works
Measuring Success
Signature Capture Method
Feedback
“WHAAAAT This is way easier! When can we use this? I know you guys can’t see me, but I was doing a little happy dance”
-Asylum Officer from pilot
“That was pretty easy, I like it. It worked smoothly. I have an interview Friday; can I try it? I am very happy to move into the digital world.”
-Asylum Officer from user testing
