Dialogue Duos
Dialogue Duos is a community-driven language learning platform designed to support refugees by connecting them with local volunteers for immersive, culturally sensitive conversation practice. Born out of research at a refugee resettlement agency in New Mexico, the project reimagines language acquisition as a tool for agency, belonging, and connection.
This was my undergraduate capstone project at Northeastern University, and one I’m incredibly proud of. As the designer and researcher behind the project, I led user interviews, prototyping, and testing to create a service that met both logistical and emotional needs, blending AI-powered support with human-centered design.
The project was recognized with the prestigious Meserve Award for Creative Excellence, given annually to a small number of design students for outstanding creative work.
duration
January–May 2024
course
Design Degree Project
areas
Service Design, UX/UI
advisors
Ann McDonald & Nabeel Gillani
01 Background & Problem Framing
During my year-long internship at Lutheran Family Services in New Mexico, I worked on projects ranging from designing promotional materials for refugee-owned businesses to helping launch a farmer’s market program. That experience left a lasting impact, as I learned directly from displaced communities while also noticing a critical gap in the English learning programs available to them. Despite efforts at integration, existing tools often overlooked refugees’ unique needs. Drawing on those observations and my own struggles learning English after moving to the U.S., I was motivated to explore this issue through Dialogue Duos.
The Problem
Existing ELL solutions do not adequately address the personalized needs of refugees, restricting language acquisition and access to essential services for many.
In the U.S., refugee resettlement is often framed around housing, employment, and legal paperwork—but the quiet, everyday challenge of language learning can be just as daunting. In New Mexico, where many resettled families arrive from Arabic-, Dari-, or Spanish-speaking backgrounds, English often becomes a gatekeeper: to jobs, healthcare, education, and connection.
From my own experience working at the agency, I saw how this barrier showed up in unexpected ways: parents struggling to navigate school emails, teenagers feeling isolated at lunch, or elders unable to chat with neighbors. Despite good intentions, most language-learning tools felt rigid, impersonal, and disconnected from the rhythms of daily life.
Problem Storyboarding
Research Question
How might we accurately identify barriers around language learning for displaced communities and propose an informed, targeted, and easily adopted solution?
The Audience
Primary
Primary beneficiaries, looking for language support to better adapt to their new environment
Research Question
Other half of the service's active users, responsible for providing connection and facilitating language growth
TERTIARY/SUPPORTING
Resettlement agency staff members overseeing the service and providing timely support
Speakers of refugees' native languages, crucial for translation and overcoming communication barriers
02 Research
There’s a lot from this research phase I can’t share publicly, both to protect participant privacy and honor the sensitivity of their stories. But if you’re curious, I’d be more than happy to walk you through the process and insights in more detail.
Research Process
To gain a holistic understanding of the challenges and opportunities in refugee-centered language learning, I conducted a mixed-method research approach that included:
Primary Research
In-depth interviews with:
2 case managers at refugee resettlement agencies
1 interpreter and former refugee
3 family members (all immigrants learning English as a second language)
Autoethnographic reflection based on my own family’s immigration and language-learning journey
Secondary Research
Literature review of scholarly articles focused on:
Barriers to language acquisition among refugee populations
Psychological, cultural, and structural factors impacting ELL success
Precedent-based analysis of existing English language learning (ELL) solutions and their gaps
The Findings: What are the barriers?
Although I was able to identify several barriers for English acquisition, the one that came up in every conversation and in most of my secondary resources was the lack of immersion and practice that refugees had in English-speaking environments.
1
Varied educational backgrounds and proficiency
2
Shortage of resources and personnel
3
Lack of personalized, targeted learning
4
Mental health and adjustment issues
5
Economic pressures and familial responsibilities
6
Difficulty of building self-efficacy
Design Audit
I audited popular platforms like Duolingo, Babbel, and community ESL programs. While helpful in certain contexts, they failed to address deeper needs:
1
Lack of Human Connection
Most tools prioritize drills over dialogue. Learners crave confidence, not just correctness.
2
No Cultural Anchoring
Language isn't neutral. Many apps lack context around American systems, customs, or everyday norms, leaving learners unprepared.
3
Uneven Access & Schedules
Classes are often rigid. Many adult learners work long hours or lack transportation, making consistent attendance unrealistic.
4
Stigma & Shame
Practicing with strangers can feel intimidating. Learners often fear being judged or misunderstood, especially without a supportive partner.
03 Early Prototyping
Branding
The branding for Dialogue Duos was rooted in the look and feel of Lutheran Family Services, the refugee resettlement agency I collaborated with. I wanted the platform to feel familiar and trustworthy for refugees already engaged with the organization, even though there wasn’t a formal brand system in place. I built on their visual cues and took creative liberties to extend the identity, developing a design language that felt warm, accessible, and distinct across user types.
Designing the Service Journey
I developed an early flow of the service and mapped out both in-person and digital touchpoints, ensuring the experience felt cohesive from first introduction to ongoing use. The solution aimed to build trust through case manager-led onboarding, facilitate accessible tech support, and create meaningful language exchanges between refugees and volunteers. I walk through the full service design and user experience in the next section.
Lo-Fi's
I focused my low-fidelity wireframes on two core flows: onboarding and volunteer-refugee matching. Onboarding prioritized trust and clarity, while the matching flow highlighted shared interests and simple scheduling to foster meaningful connections. These early screens helped validate key interactions before moving into higher-fidelity designs.
Validation
At this stage, I proposed the solution to my advisors, Professors Nabeel Gillani and Ann McDonald, as well as case managers at the resettlement agency I partnered with. Their feedback led to several key tweaks and specifications to better address real-world needs. The conversations also surfaced important questions I hadn’t yet considered, helping me identify areas that required deeper clarity and refinement moving forward.
04 Proposed Solution
Dialogue Duos is more than just an app; it’s a service ecosystem designed to support refugee language learners holistically. The proposed solution integrates digital and in-person touchpoints to build trust, encourage consistent practice, and foster meaningful human connection. From how users are introduced to the platform, to how they’re matched, supported, and engaged over time, each element was carefully designed to meet both emotional and logistical needs. The full breakdown below outlines how each part of the service works together to create a supportive, empowering experience.
1
Introduction to Service
Case managers and interpreters walk clients through the app, highlighting key features like language settings, privacy tools, and incentives such as utility support and social events.
2
Profile Creation
Staff assist refugees in creating simple, non-invasive profiles after initial walkthroughs. Volunteers are pre-screened and their profiles include interests, availability, experience, and participation goals.
3
AI-Powered Matching
An AI-powered system suggests volunteer matches based on availability, goals, and shared interests. Refugees then review and select their preferred "dialogue duo" from this tailored list.
4
Meet and Greet
Matched duos meet at a casual group event hosted at the resettlement agency to build comfort and rapport. Icebreakers and interpreter support help refugees assess trust and readiness before continuing.
5
In-App Communication
Duos chat through the app with translation support and access to case managers when needed. The app also allows them to plan meetups, schedule events, and coordinate transportation.
6
Joint Activity
Duos meet for shared activities that encourage natural language practice and cultural exchange. Volunteers adjust communication based on their partner’s level, focusing on learning through real interaction.
7
Progress Tracking
After each activity, volunteers submit short summaries including any observed language growth. These notes help case managers track development and guide future duo sessions. As comfort grows, duos are encouraged to meet regularly and deepen their connection.
8
Ongoing Immersion
Samara and Joel continue to meet up through the course of several months. She also begins to meet with two other volunteers Kellan and Linda. Her confidence and conversational skills improve greatly.
As the relationship between duos deepens and trust grows, they will naturally gravitate towards ongoing meetings and conversations. This continuous interaction not only strengthens their bond but also provides a platform for meaningful exchange and support.
05 Next Steps
Dialogue Duos taught me that the most meaningful design work often happens in the messy, in-between spaces where language, culture, emotion, and technology intersect. This project wasn’t just designing a matching app; it was about restoring agency, making people feel seen, and creating a space for mutual care. I walked away with a deeper understanding of how design can serve as both a practical tool and an emotional anchor. The experience shaped how I think about UX, not just as interface work, but as systems-thinking, storytelling, and a commitment to impact.
This isn’t the end! I plan to continue refining Dialogue Duos, building on feedback, and exploring how the service can grow to support more users in more nuanced, culturally responsive ways.
1
Design for Emotion, Not Just Efficiency
Every interaction point was an opportunity to build trust and comfort. I learned to prioritize emotional safety alongside usability.
2
Balance Stakeholder Needs Thoughtfully
Working across case managers, refugees, and volunteers required careful listening and compromise to create a solution that worked for all.
3
Build Systems That Support Autonomy
The most effective tools empower users to navigate on their own terms. I designed with flexibility, choice, and respect in mind.
4
Branding Can Be a Familiar Anchor
Extending a familiar visual identity helped reinforce trust while leaving room for creative decisions that enhanced clarity and differentiation.
5
Prototype Early, Iterate Often
Testing lo-fi and mid-fi prototypes helped me quickly validate assumptions and refine both the user journey and the product’s tone.
Next STeps
Conduct further stakeholder research to identify gaps in the existing solution
Develop a refined service blueprint using insights from continued research
Design higher-fidelity, interactive screens that reflect experiences of all user types
Adapt the solution for diverse contexts and explore how the process evolves over time
Consider pathways for professional development and networking within the service model