{"id":14459,"date":"2025-10-02T08:58:33","date_gmt":"2025-10-02T08:58:33","guid":{"rendered":"https:\/\/www.unhcr.org\/digitalstrategy\/?p=14459"},"modified":"2025-10-02T14:55:34","modified_gmt":"2025-10-02T14:55:34","slug":"help-2-0-a-digital-lifeline-reimagined","status":"publish","type":"post","link":"https:\/\/www.unhcr.org\/digitalstrategy\/case-studies\/help-2-0-a-digital-lifeline-reimagined\/","title":{"rendered":"Help 2.0: A digital lifeline reimagined"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.27.4″ _module_preset=”default” background_color=”#E4E1D9″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

Help 2.0: A digital lifeline reimagined<\/h1>\n

Published October 2025<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/10\/Help-user-testing-in-Rwanda.jpg” alt=”Phone showing the Rwanda Help site” title_text=”Help user testing in Rwanda” show_bottom_space=”off” _builder_version=”4.27.4″ _module_preset=”default” custom_padding=”||0px||false|false” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

A Burundian refugee tests the Rwanda Help site in 2024. \u00a9 UNHCR<\/em><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

For millions of forcibly displaced and stateless people, UNHCR\u2019s Help websites<\/a> have long served as a trusted source of country-specific guidance.<\/strong><\/p>\n

Now, with the launch of Help 2.0, this digital lifeline has been transformed, bringing accessibility, usability, and trust to the forefront of humanitarian digital services.<\/p>\n

What are Help sites?<\/h3>\n

Help sites are UNHCR\u2019s public-facing digital platforms that provide essential information on asylum procedures, resettlement, cash assistance, and more in the country where displaced people are. They are globally coordinated, regionally advised, and locally owned, ensuring content is relevant and timely.<\/p>\n

Today, Help is live in 148 countries<\/strong>, available in 32 languages<\/strong>, and receives over 13 million visitors<\/strong> per year.<\/p>\n

Keeping users at the centre<\/h3>\n

User feedback has been central to the redesign. Over 150 interviews and thousands of survey responses shaped the platform\u2019s evolution.<\/p>\n

\n

\u201cI want more information on each topic. Not generic text like \u2018education is for everyone.\u2019 I need to know which school, where, and how to sign up my children.\u201d<\/em><\/p>\n

A refugee father in Iraq<\/p>\n<\/blockquote>\n

A Sudanese lawyer in Rwanda asked for \u201cshort and simple text, full of information inside.\u201d<\/p>\n

Feedback also highlighted the need for clearer labels, better spacing, and more intuitive navigation, especially for country switching and emergency content.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”3_5,2_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”3_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n

What\u2019s new?<\/h3>\n

Help 2.0 introduces a modern, responsive design aligned with UNHCR branding.<\/p>\n

Key upgrades include:<\/p>\n

    \n
  • Improved navigation:<\/strong> Sticky menus, breadcrumbs, and jump links make content easier to find.<\/li>\n
  • Language accessibility:<\/strong> Language switchers now display options in native alphabets.<\/li>\n
  • Content management:<\/strong> Content is tagged by topic and audience to make it easier for our users to find what they need.<\/li>\n
  • Inclusive features:<\/strong> Text-to-speech (in development), downloadable PDFs, and simplified layouts support users with low literacy or limited connectivity.<\/li>\n
  • Smart tools:<\/strong> A gamified quiz helps users determine eligibility for services like cash assistance, while improved contact forms support anonymous complaints and API integration with the Digital Gateway.<\/li>\n<\/ul>\n

    [\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/10\/Untitled-design-5.png” alt=”Screenshot of a Help page about family reunification” title_text=”Web page about family reunification on the Help Global site” _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n

    Looking ahead<\/h3>\n

    The migration to Help 2.0 is underway, with country sites prioritized based on strategic importance, user needs, and operational readiness. The goal is not just to migrate, but to elevate the quality and accessibility of every Help site.<\/p>\n

    By making critical information easier to find, understand, and act on, Help 2.0 empowers refugees to make informed decisions and access protection with greater confidence and dignity<\/strong>.<\/p>\n

    [\/et_pb_text][et_pb_button button_url=”https:\/\/help.unhcr.org\/” button_text=”Visit UNHCR’s Help sites” button_alignment=”center” _builder_version=”4.27.4″ _module_preset=”default” custom_button=”on” button_text_color=”#000000″ box_shadow_style=”preset3″ box_shadow_blur=”9px” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

    UNHCR\u2019s Help 2.0 transforms digital support for displaced people with improved accessibility, usability, and trust across 148 countries.<\/p>\n","protected":false},"author":2,"featured_media":14469,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[13],"tags":[],"region":[],"class_list":["post-14459","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-engagement"],"yoast_head":"\nHelp 2.0: A digital lifeline reimagined - UNHCR Digital Transformation Strategy<\/title>\n<meta name=\"description\" content=\"UNHCR\u2019s new Help sites transform digital support for refugees with improved accessibility, usability, and trust across 148 countries.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.unhcr.org\/digitalstrategy\/case-studies\/help-2-0-a-digital-lifeline-reimagined\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Help 2.0: A digital lifeline reimagined - 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