Paper Number

ICIS2025-1480

Paper Type

Complete

Abstract

This study explores how trauma-informed information systems (IS) can better support the integration of refugees in Finland. Drawing on 35 in-depth interviews, we examine how refugees interact with digital systems to access essential services such as housing, healthcare, employment, and education. Findings reveal that while IS offer administrative efficiencies, they often fail to address emotional safety, linguistic accessibility, and psychological readiness—factors critical for displaced populations. We argue that dominant IS frameworks overlook trauma-related barriers, contributing to exclusion despite the digital availability of services. By integrating digital divide theory with trauma-informed design principles, we highlight how inclusive, culturally sensitive systems can enhance refugee trust, agency, and participation. This paper contributes to IS research by theorizing trauma as a factor shaping digital engagement and by offering practical recommendations for more equitable system design. Our findings underscore the urgent need for co-designed, multilingual, and psychologically attuned IS in humanitarian and public-sector contexts. Keywords: Trauma-informed design, refugee integration, information systems, human-centered design, digital divide

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Dec 14th, 12:00 AM

Toward Trauma-Informed Information Systems: Challenges and Opportunities in Supporting Refugee Integration in Finland

This study explores how trauma-informed information systems (IS) can better support the integration of refugees in Finland. Drawing on 35 in-depth interviews, we examine how refugees interact with digital systems to access essential services such as housing, healthcare, employment, and education. Findings reveal that while IS offer administrative efficiencies, they often fail to address emotional safety, linguistic accessibility, and psychological readiness—factors critical for displaced populations. We argue that dominant IS frameworks overlook trauma-related barriers, contributing to exclusion despite the digital availability of services. By integrating digital divide theory with trauma-informed design principles, we highlight how inclusive, culturally sensitive systems can enhance refugee trust, agency, and participation. This paper contributes to IS research by theorizing trauma as a factor shaping digital engagement and by offering practical recommendations for more equitable system design. Our findings underscore the urgent need for co-designed, multilingual, and psychologically attuned IS in humanitarian and public-sector contexts. Keywords: Trauma-informed design, refugee integration, information systems, human-centered design, digital divide

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