Appendix A: Questions for User Interviews

Preliminary matters

consent to participate, to be recorded
background of this study – (researchers are independent – not in a position to continue or stop the Navigator Service, not part of the government or the SST, independent university professors and interested in how this service may be expanded to other tribunals, its positive aspects and how it may be improved)
Overview of the types of questions
- one question deals with your other experiences dealing with a tribunal (e.g. landlord and tenant Board, Worker’s Compensation, benefit elsewhere, even insurance) or government bureaucracy. We are interested in people’s experiences with process. We are interested for comparison’s sake – to compare with SST Navigator service.
- another question deals with how the Navigator Service might be improved for individuals from marginalized communities. We are interested in how the service works generally but also particularly for marginalized communities. Communities of interest include people with disabilities, elderly, people from lower income, people of colour. If you identify with any of these marginalized communities or others we would be interested in hearing your perspective on this question
Any questions before we begin?

The researchers elaborated on each question asked.

Tell me about your case - What was your case about?
What made you decide to appeal?
Have you read the decision-does it adequately capture your situation?/ Do you agree with the decision?

How did you learn about the Navigator Service?
What were your expectations of the Navigator Service/Navigator?
How did the Navigator help you to prepare and present your case?
Have you ever had to deal with an administrative tribunal or government bureaucracy before in the past? If so, how did your experiences with the Navigator Service compare to that experience?
If you could tell one thing to officials who are responsible for this service, what would it be?
Is there anything that the SST Navigator Service could have done that would have had more relevance to you in light of your age, disability, income level or other demographic factors? Please explain.
is there anything else you would like to tell us?