STUDIO
Auckland City Mission
Family100 was an in-depth qualitative research project designed to create a deeper understanding of the lived realities of families experiencing urban poverty in Auckland. Auckland City Mission had undertaken extensive and deep research with approximately 100 families via ongoing conversations with each family over a 12-month period. Views were sought on a wide range of topics, including housing, food, services, education, justice, debt, employment, health and support networks.

To maximise the potential for this important research to have impact, we co-developed an ‘empathy tool’ to inspire empathy, challenge assumptions and create opportunities for change. Everyday decisions have an impact on people who experience poverty, and yet the makers of those decisions often have little or no empathy for the realities of poverty. In addition, there was a lot of stigma towards people living in poverty and an element of blame being directed at individuals because of their circumstances. We wanted to make it possible for people without lived experience to understand the complexities of being poor, without judgement, so they could take action in a more coordinated and meaningful way.

To help the reader engage with the empathy tool and its stories, we developed a composite character, Charlotte, who had family and friends, a story, and experiences. While Charlotte didn’t represent any one research participant, Charlotte’s story reflected the experiences and stories of many of those who contributed to the research.
With Charlotte as the main character in the story, we then shone a spotlight on four specific system dynamics that perpetuate the cycle of poverty, as shown by the research. We represented these in visual stories to portray the most significant findings and amalgamated experiences. Each story had a unique pattern, representing lived experiences and participants’ voices.
Ten years on, this empathy tool is one of the most impactful projects we have ever undertaken.! Individuals, businesses, NGOs, Prime Ministers, and respected authors have all approached us to say how the Empathy Tool gave them ‘new eyes’. As a high-profile Minister said at the time “I didn’t realise how time-consuming and expensive it is to be poor!”
As a result, readers could ‘see’ the patterns that trapped people in poverty. We have been told many times over about how they were galvanised to action often for the first time.
Narrator’s note:
“Few could fail to be moved by Charlotte’s struggles in seeking the basics for her family!” Noted by Liedtka, Salzman, and Azer in their book Design Thinking for the Greater Good, Columbia Business School Publishing, 2017
Resources
Download & view the full report here:
Demonstrating-the-Complexities-of-Being-Poor-An-Empathy-Tool (2)