Consultant Digital Pathways Platform

December 6 2025

Hardship Level (not applicable for home-based)

B

FamilyCONS Local

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 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) principlesparticularly 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 platforms 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 57 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 doesnt require a functional clearance

Remote

No