Codiseño de un chatbot para facilitar procedimientos administrativos a población migrada

Abstract

This paper summarizes key findings from a research project investigating how mobile technologies can support migrants and how the co-design methodology has been used to develop MigraWelcome, an application to support migrants and refugees with bureaucratic processes. During the diagnosis phase, the data were obtained through five contextual workshops and five scenario workshops carried in Barcelona at the social organizations that are part of the research team. In total, 86 migrants (38 women and 48 men) participated, from countries, ages and educational levels diverse and who had been living in Barcelona for more than a year. The results show high use of smartphones and a generalized knowledge of applications that are mainly used for communication. Migrant experiences indicate that they can use existing tools to access information. However, they need additional support if they are to take full advantage of the mobile tools available. These needs suggest opportunities for creating mobile tools that scaffold the development of new skills that include the learner's ability. To this end, a chatbot has been developed and evaluated in Facebook and Messenger to assist migrants with administrative procedures and which can also be used by social organizations