On the 23 rd of April 2025, the Afghanistan and Central Asian Association (ACAA)
hosted a focus group as part of a collaborative research project with Royal Holloway,
University of London, entitled Asylum Seekers’ Experiences and the Impact of Digital
Technology. This meeting provided a forum for women to express their views about
the incorporation of digital technology into the asylum process based on their own
experiences. We are so grateful to the women who attended today for giving their
time to come and contribute to this focus group. We are also very grateful to have
been joined by Dr Zoe Given-Wilson and Marria Riaz from Royal Holloway who
directed the discussion.
The responses given during this focus group have the potential to shape the future of
digitalisation in the asylum process. It is vital that the voices of those who have been
directly impacted are not only heard but also brought into effective action; the power
of focus groups such as this is that their impact is rooted in first-person testimonies.
Participants identified that one of the key challenges they faced while navigating the
digitalised application processes was having little to no knowledge of the English
language. This makes the process very stressful, as it means that others have to be
relied upon to translate information. Similarly, it means that it is difficult to
communicate with caseworkers who are assigned to help with the case.
Another related challenge that was highlighted is a lack of information accessibility.
Throughout the process, it is difficult to gain clarity as to why certain decisions have
been made or what the full range of available options are at different stages.
Similarly, when IT problems arise, such as technical difficulties uploading
identification documents, it is difficult to access information on how to resolve them.
Some positive feedback was also given. It was reflected that it is useful to have
certain parts of applications available to complete online as this is preferable to
having to wait in a queue to speak to someone on the phone for extended periods.
Similarly, it was highlighted that it is time- and cost-effective to submit information
online rather than having to pay to travel to an office for an in-person meeting. These
benefits of progressing an application online are particularly pertinent to asylum
seekers with young children.
There were some important suggestions raised for future improvements to the
asylum process, especially in relation to its digital elements. Firstly, it was suggested
that certain interviews be conducted both online and in-person. This would enable
responses given by applicants to be cross-referenced and would therefore potentially
reduce the pressure felt during the interview process. Increasing in-person seminars
and workshops (with a translator present) was also proposed, especially in
temporary accommodations where asylum seekers reside. Another valuable
recommendation was to include detailed flowcharts in resources that explain the
asylum process, which would be especially helpful to asylum seekers without
recourse to support from solicitors. Finally, a fundamental takeaway from the focus
group was that asylum seekers should be given the option to choose the roles that
technology can play in their application process. For example, there should be an
option to have both physical and digital copies of documents.
Incorporating an element of choice throughout the process is critical because of the
differing feelings that every individual has towards technology and the best way for it
to be used. For example, some women at the focus group said they feel much more
comfortable doing online interviews because they feel that they are under less
scrutiny, or that the interview experience has a less intense atmosphere.
Comparatively, others expressed that they would much rather have an in-person
interview because this would feel more comfortable for them.
At ACAA, we continue to advocate for asylum seekers to ensure that their interests
are heard and that they are able to navigate the asylum process and visa application
processes with confidence and clarity. We are always excited to facilitate productive
conversations where the voices of refugees are heard.
Written by: Ruth Beecroft