Even when a program is well-designed and available, it might not reach the people who need it most, build the trust needed for people to take action, or actually drive meaningful change.

I developed this model to help organizations move beyond surface-level outreach, and begin to truly understand how people experience, navigate, and respond to information, services, and systems.

This model goes beyond outreach or messaging. It provides a practical, equity-centered lens for understanding how people navigate services, make decisions, and experience your work in context — and how to design programs and strategies that are not just available, but trusted, actionable, and impactful.

It guides how I approach every engagement across research, design, and strategy, helping teams strengthen relationships, deepen relevance, and advance equity in tangible ways.

Layers of the Model

This model helps organizations better understand the conditions and connections that shape access, trust, and impact — and how to build on community strengths to expand their reach and effectiveness.

  • This is the broader social and structural context — the real-life factors that shape how people receive and engage with information and opportunities.
    It includes:

    • Internet and technology access

    • Language and literacy

    • Neighborhood infrastructure

    • Historical and present-day inequities

    How I use this: I consider these factors to design research, programs, and strategies that are grounded in people’s lived realities — not just ideal conditions.

  • This layer focuses on the networks, relationships, and institutions that help (or hinder) the flow of trusted information in a community.
    It includes:

    • Personal networks (family, neighbors, peers)

    • Community messengers and organizations

    • Local media, faith institutions, and cultural anchors

    • A person’s sense of belonging and connection to place

    How I use this: These relationships reveal powerful entry points for expanding outreach, building trust, and co-creating solutions with the community.

  • This final layer explores what happens once someone encounters your program, message, or opportunity:

    • Did they understand and trust the information?

    • Did they feel it was relevant and meant for them?

    • Did they have what they needed to take action — and did it lead to the intended outcome?

    How I use this: I focus on these outcomes to evaluate what’s working, and to refine or redesign services and strategies that support real, measurable community impact.

What This Looks Like in Practice

This model strengthens every engagement by helping uncover hidden opportunities to increase access, relevance, and impact

Service Area

Community-Engaged Research & Evaluation

Human-Centered Program & Service Design

Equity-Driven Strategy & Capacity-Building

What This Helps You Do

Surface actionable insights from real people to shape strategy and build stronger community connections

Co-create or refine services so they’re effective, trusted, and tailored to how people actually live and decide

Build sustainable plans that grow your reach, deepen your impact, and reflect your community’s strengths and priorities