Appendix B: Questions for Navigator Interviews

Professional background and experience

Can you tell me a bit about yourself? Have you had any past experiences similar to working as a Navigator?
How did you become a Navigator?
What do you enjoy about your job as a Navigator?
What are the biggest challenges that you have experienced in your work?
Tell us about a time you felt you made a real difference for a tribunal user. Are there any other memorable cases you would like to share?

Can you tell us about the Tribunal users who benefited from the Navigator service? What were their expectations when you first communicated with them?
Have you encountered Tribunal users who experienced difficulties in using the Navigator service? How do you know that they experienced difficulties?
From your perspective as a Navigator, have you ever heard from a Tribunal user that they encountered challenges in their experiences with the SST that relate to their existence as part of a marginalized community?”^{Footnote 16}
In your opinion, who is most likely to benefit from this service? Who faces difficulties? What “groups” specifically?
In what ways could the Navigator Service be improved for marginalized individuals?
Finally, thinking about the Navigator service more generally, in what ways could it be improved?
Is there anything else you would like to tell us?