Mapping the user journeys of cash recipients in Ukraine

Mapping the user journeys of cash recipients in Ukraine

Ground Truth Solutions (GTS) is implementing a project in Ukraine in collaboration with the Collaborative Cash Delivery Network (CCD) between January 2023 and August 2024 with the aim to:

  1. Document aid recipients’ experiences of humanitarian cash transfer programmes and government led social protection programmes via qualitative interviews and to
  2. Collaboratively develop and facilitate implementation of recommendations by aid providers to enable a process of real-time learning from recipients’ experience and feedback.

GTS is conducting three rounds of qualitative and quantitative data collection with aid recipients, aid providers and other stakeholders over the 20-month duration of the project, with the support of a local data collection partner Open Space Works Ukraine (OSWU). The reports from round 1 and round 2 are available in English and Ukrainian on website.

In the third round of data collection, which will take place in February and March 2024, we have two main research aims. First, to fill remaining information gaps that the first two rounds of data collection revealed, and to co-create solutions with cash recipients and cash assistance providers in Ukraine to the issues we have identified. We aim to get an overview of  how people living in Ukraine have interacted with the aid system and government social protection schemes to support their daily needs since 24 February 2022 so far, and understand their experience as cash applicants or recipients in the past twelve months. We focus in particular on groups whose experience is less well known such as cash for health and group cash transfer recipients. In parallel, we also seek to understand the experience of other key stakeholders, such as local authorities and aid providers in terms of coordinating the response, and how they perceive cooperation.   

Research questions:

  1. What is the experience of people in Ukraine with the cash assistance received from both the government and humanitarian organisations in the past twelve months?
  2. What is the experience of aid providers with the humanitarian cash response in Ukraine, with a particular focus on inter-agency coordination?
  3. What is the experience of Ukrainian authorities with the humanitarian cash response in Ukraine? How do they perceive and experience coordination with humanitarian aid providers? 
  4. What pain points and positives can be identified and used to improve programming?
  5. How do the Ukraine findings compare to GTS findings in other contexts, what can be learned?

These research questions will be answered through a mixed-method research, including 1.) a nation-wide representative telephone survey with both aid recipients and non-recipients, 2.) in-depth interviews with aid recipients for the user journey (UJ) methodology, 3.) a series of key informant interviews (KIIs) with aid providers and Ukrainian authorities, and 4.) a series of workshops with communities.

Contacts: Maryana Zaviyska, data collection lead,