CareBridge

Managing collective care in orphanages in Pakistan through technology

Project type

UX Research

UX Research

duration

4 Months

4 Months

YEAR

2023

2023

6 Orphanages

visited for primary research

15

Semi-Structured Interviews

3 Potential Solutions

8 Major Themes

Gender based communication gap highlighted

Only 1

orphanage brought in a psychologist

Large gap in responsibility between administration and caretakers

Large reliance on older children

to counsel younger ones

the Problem

Many orphanages in Pakistan struggle to provide individualized care due to resource constraints and communication gaps between management and caretakers

A collective care approach often overshadows the unique emotional and developmental needs of each child, leaving them without the personalized support they deserve

1.2Million
1.2Million

children in Pakistan are orphaned

stuff we already knew

Orphanages face resource and staffing challenges

Many institutions run solely on donations or founders’ personal funds, leaving them financially unstable and inconsistent in facilities.

Older children take on caregiving roles

Due to staff shortages, older children are tasked with guiding or counseling younger ones, placing responsibilities on children rather than trained adults.

Cultural norms create communication gaps

Cultural norms limit direct communication between male and female staff, creating mismanagement and unresolved issues.

the Terminology

Administrators

The leaders of the orphanage that look at most high-level decisions. They include the founders of the orphanage and are usually the most passionate about it.

Caretakers

The personnel at these orphanages handle everyday operational duties. This team includes educators and overall logistics coordinators.

Significant findings

Collective over individualized care

High child-to-staff ratios push group management; older kids are often asked to “counsel” younger ones—well-intentioned but risky.

Admin - caretaker communication gap

Leaders and founders have a strong vision but many day-to-day issues and specific matters with children never reach them despite their willingness to be involved; some resort to surveillance to stay informed.

Partial tech readiness

Everyone uses phones and some offices have PCs, but records are mixed paper/digital

"No issues" at first. Issues revealed themselves on probing

Cultural defensiveness masks quarrels, shortages, and behavior challenges; without systematic reporting, patterns stay invisible.

Caregiver stress and limited readiness

Deep personal commitment carries operations, but there’s little formal upskilling or emotional support; only one site engaged a psychologist.

Emotional Support is ad-hoc

Children were given 'counseling' which usually meant informal chats from staff; formal psychosocial care was rare: only one site regularly brought in a psychologist. Children and overworked caregivers were left without consistent mental-health support.

Admin members were qualified to deal with complex issues but did not have the time

Leaders of the orphanage usually had qualifications such as degrees or certificates in relevant fields that helped them manage operations while caretakers had to learn on the job, These leaders knew how to deal with more complex situations with children but were unable to because of other matters that occupied their time.

what this points to?

The problems that we uncovered through research pointed to some solutions, digital and otherwise, that could be implemented to solve the issues.

Real-time incident logging

Capture needs and incidents with timestamps, categories, and quick notes

Admin routing & guidance

Auto-notify admins with clear status, priority, and recommended next steps to close the loop

Micro-training & psychosocial support

Bite-size caregiver tips in-app plus simple referral pathways for counseling

Outcome

When the project finished, I thought we had failed

Incomprehensive solutions and no proper testing made me believe that our research was not useful. At the time, I felt that the UX research process went on a fixed path and faltering from that meant the work was useless.

Looking back, I realized we contributed a great deal to an important topic

The data we obtained and the themes we found were unlike others that I had seen. Researching orphanages and finding real solutions is not something that has been done a great deal by people in Pakistan. Carebridge was not perfect but it was a step in the right direction.


The experience of seeing such passionate individuals do their best to provide a home for vulnerable children and trying to contribute to improving that was something that I take pride in and something that has shaped how I look at design: not just flashy visuals but something that can solve real problems.

Now on to the full story

Secondary Resarch

Data on orphanages in Pakistan is limited

Key research gaps exist regarding caregiver well-being, training, and effective, culturally adapted interventions impacting child development.

Collective care is preferred

The prevailing model in Pakistani orphanages emphasizes collective care, resulting in high caregiver-to-child ratios and reliance on older children to assist with daily tasks.

Data that does exist suggests that that caregivers do not have specialized training and experience heavy workloads and high-stress levels

Source: Khalid et Al (2023)​​

Primary Resarch Methods

How did we get our data?

5 pilot semi-structured interviews with administrators/founders and caretakers at 6 orphanages


11 refined semi-structured interviews with refined questions to enable deeper exploration of issues


Observations of dynamics between orphanage admin members and caretakers


Ethical protocols included no contact with children, informed consent, confidentiality, and respect for cultural sensitivities

Before data collection, participants were onboarded with informed consent, and afterward the team made a small donation and encouraged further contributions as compensation.


Data analysis Methods

Qualitative Coding with MaxQDA

Qualitative Coding with MaxQDA

All interviews were transcribed verbatim and coded in MAXQDA using an inductive approach to capture recurring themes and subtle caregiver experiences.

Thematic Analysis

The coded data was synthesized into 8 major themes offering a structured view of orphanage operations and emotional issues.

Interview Protocols

Our initial interview protocol:

Focused on broader questions with an exploratory nature to capture an overview of orphanage operations

1

Focused on basic operations and routines, covering general caregiving practices and broad logistical issues like resources and staffing

2

Provided a wide overview of orphanage settings, capturing perspectives from managers, caretakers, and teachers, and helping to identify initial gaps.

3

Lacked a clear thematic structure, which made responses scattered and sometimes ambiguous.

4

Data stayed surface-level, overlooking deeper issues such as communication gaps and individualized care challenges

The refined interview protocol:

Incorporated on clear thematic sections and follow-up prompts to explore nuanced issues such as caregiver stress, communication gaps, and the need for context-specific training

1

Organized questions into clear themes: caregiving challenges, relationship dynamics, communication, and training.

2

Reworded for clarity, with open-ended follow-ups to capture richer insights.

3

Handled sensitive topics like male–female communication barriers with cultural sensitivity.

4

Reduced ambiguity and ensured key issues were explored in depth, giving a more complete picture of orphanage operations

Initial Discoveries

Orphanages were also schools

The orphanages were functioning as schools for orphans and after school tuition centers and academies for other children in the community

Administrators cared more than caregivers

The administrators were the ones that really cared for the children. They showed their passion throughout our conversations. Caregivers definitely did care but their passion paled in comparison to the founders and leaders.

of caregivers reported that they had not received any formal training to manage the unique challenges in their orphanages

Administrators were usually preoccupied busy with logistics and admin work

Caretakers were the ones that were dealing with the day-to-day proceedings of the children. Administrators were usually busy and could not dedicate as much time to the children.

Limited direct interaction between caregivers and administrators

Caretakers were the ones that were dealing with the day-to-day proceedings of the children. Administrators were usually busy and could not dedicate as much time to the children.

of caregivers indicated that the high child-to-staff ratio limits their ability to provide individualized attention to each child

GeneraL Findings

Relationship with Children

“The children started calling me ‘Aunty Mama.’ That’s when I realized how important our bond was.”

Staff roles ranged from admin (President, Finance Secretary) to caretakers and teachers. Experience varied from months to seven years, with some trained in social work and others learning informally.

Logistics of Orphanage

“Some days I’m grateful for our computer lab, other days we scramble to fix a leaking roof.”

Orphanages housed 20 - 50 children, providing basics like food, clothing, and education. Facilities ranged from furnished dorms and labs to minimal setups. Funding came mostly from local donations, with inconsistent international support.

Education and Activities

“Morning classes cover the basics; evenings are all about extra tuition and maybe a soccer match."

Children attended school in the morning and tuition in the evening, with some access to sports, outings, and tech lessons. These activities supported holistic growth but were limited by space and budget constraints

Technology Usage

“We keep track of children’s records partly on paper, partly on WhatsApp. It’s confusing but it’s all we have.”

All orphanages had smartphones for WhatsApp/Facebook. Some had computer labs, but record-keeping was still partly on paper. Limited digital adoption showed potential for tech-driven efficiency.

Major Themes

Collective vs. Individualized Care

High child-to-staff ratios force group care over tailored attention

Group care prevents children from being left out, but those with emotional or developmental needs can be overlooked. Reliance on older children for caregiving builds camaraderie but also places inappropriate responsibilities on minors.

Communication Gaps

Disconnect between admin vision and caregiver realities, worsened by cross-gender hesitancy

Without clear channels, small issues, like conflicts or resource shortages, often go unnoticed until they escalate. Gender-based hesitations further limit collaboration, as female staff handle daily care while male administrators make key decisions.

Caregiver Stress and Working Conditions

Staff deeply invested in children’s well-being lack training or support, leading to emotional strain and burnout.

Caregivers’ passion is evident, but without training or stress-management systems, many face exhaustion. Heavy workloads, minimal breaks, and reliance on informal support contribute to emotional strain and reduced quality of care.

Potential for Tech-Enabled Solutions

Smartphones exist, but no unified platform for reporting, resources, or training

While many orphanages use smartphones and basic digital tools, record-keeping is still fragmented. A simple, icon-based application could streamline oversight, incident reporting, and decision-making, bridging gaps between caregivers and administrators.

solution Recommendations

Community Training Program

Organize a periodic in-person workshop series or mentorship circle, pairing experienced caregivers with newer staff, supplemented by professional guest trainers (e.g., psychologists, social workers)

Core Components:

  • Workshop Modules: Topics could include individualized child care, communication best practices, and handling behavioral issues.

  • Peer Mentorship: Seasoned staff could coach newcomers on day-to-day problem-solving.

  • Certification or Recognition: Award simple completion badges to participants, boosting motivation and sense of achievement.

Why It Helps:

  • Fills the training gap through hands-on learning specific to local orphanage contexts.

  • Strengthens staff relationships and fosters a supportive community culture, ultimately benefiting the children’s well-being.

Orphanage Management Application

A straightforward app prototype was created to accommodate orphanage staff with varying backgrounds. Its large icons, minimal text, and intuitive steps let caregivers quickly log issues, share updates with administrators, and access caregiving tips, all without requiring extensive training.

  • Real-Time Incident Logging: Caregivers can quickly document daily issues (e.g., minor conflicts) via an intuitive form, ensuring timely awareness for administrators.

  • Admin Dashboard & Alerts: Management receives immediate notifications, allowing faster resolution and less reliance on passive reporting.

  • Child Activity Tracking: Basic tools to log attendance, meal schedules, and extracurricular participation, reducing paperwork.

  • In-App Training Modules: Mini lessons on stress management and communication best practices, tailored to local cultural norms.

Older Child Led Monthly Forum

Encourage older children to voice concerns and ideas through a structured monthly meeting, facilitated by staff yet primarily child-driven. Older children were already seen as the 'elder siblings' that would take care of the younger ones. This idea gives them more responsibility and gets feedback from them in the entire process.
Core Components:
  • Youth Representatives: A few older children can serve as spokespeople for peers, gathering feedback on daily routines, conflicts, and general needs.
  • Staff Oversight: Caretakers attend in a supportive role, taking notes and proposing follow-up actions.

  • Suggestion Board: Physical or digital, where kids can anonymously submit topics to discuss during the forum.

Why It Helps:

  • Gives children agency, ensuring small issues don’t stay hidden.

  • Fosters open communication, reduces reliance on passive reporting, and strengthens trust between staff and children.

Wrapping up

One of the best experiences I've had

CareBridge was one of the most eye-opening projects I’ve worked on. Beyond the research and design, it gave me a deep look into the realities of orphanage care in Pakistan.


From visiting institutions in rural areas of Lahore to uncovering communication gaps and training needs, the process taught me how I can use the tools I have to make a real impact.


Even though the project didn’t move beyond research, the experience shaped how I approach user-centered problem-solving and left me with lessons I’ll carry into every future project.

Pictures from one of the orphanages we visited

(all faces or distinguishable details have been blurred)

Made with Framer, Rive, and a lot of Jolly Ranchers

© 2025 - Mustafa Arshad

Made with Framer, Rive, and a lot of Jolly Ranchers

© 2025 - Mustafa Arshad

Made with Framer, Rive, and a lot of Jolly Ranchers

© 2025 - Mustafa Arshad