Confidential │ ©2023 VMware, Inc. Breakthrough User Research with Trauma-Informed Practices Trauma-informed approaches to reduce cognitive load for Heroes Presenter: Michiko Stas & Moni Gmitro Date: October 2023

Confidential │ ©2023 VMware, Inc. 2 Learning Objectives: ● Understand the terms trauma and trauma-informed ● Introduce our principles for software development ● Walk away with concrete practices for user research

Confidential │ ©2023 VMware, Inc. 3 Agenda ● What is trauma? What is trauma-informed? ● Trauma-informed software development principles ● Typical user research methods ● Trauma-informed software development practices ● Let’s try it!

Confidential │ ©2023 VMware, Inc. 4 Trauma-Informed Why should my team be Trauma-Informed?

Confidential │ ©2023 VMware, Inc. What is Trauma? Trauma is the result of experiencing an event or events that cause extremely high levels of stress (traumatic stress), and where living through traumatic incidents results in a change in one’s health and well-being

Confidential │ ©2023 VMware, Inc. What is Trauma-Informed?

Confidential │ ©2023 VMware, Inc. We did more research… Existing User Experience Software Design Principles Toptal Emergent Strategy for Organizations Alaska Aliance emtrain Workplace Respect Training emtrain Traits of White Supremacist Culture Art by Melanie G. S. Walby Commitments of Conscious Leadership ReadingGraphics

Confidential │ ©2023 VMware, Inc. 8 People First Software Principles PeFi Principles at a Glance

Confidential │ ©2023 VMware, Inc. 9 Promote Deliberate Healing People First Software Principles Software is inherently a digital experience, however we can still treat our Users as whole beings. Our User’s life experiences encompass a wide array of dimensions. Their health and wellness relies on their ability to balance and navigate these many dimensions. Trauma Resiliency Model by Linda Grabbe and Elaine Miller-Karas

Confidential │ ©2023 VMware, Inc. 10 A good product orients its Users to the intended experience. A great product orients the product to the lived experience of the User. It is the responsibility of the software organization and software team to Guide with Altruistic Intentions. Guide with Altruistic Intentions People First Software Principles Maslow’s Hierarchy of Needs by Carter Recruiting

Confidential │ ©2023 VMware, Inc. 11 Typical User Research Methods User Interview Field Observation Usability Testing

Confidential │ ©2023 VMware, Inc. 12 What’s missing… User Interview Field Observation Usability Testing Cognitive effort to relive traumatic experiences

Confidential │ ©2023 VMware, Inc. 13 Our users are “Heroes”

Confidential │ ©2023 VMware, Inc. 14 People First Software Practices Applying Trauma-Informed Approaches

Confidential │ ©2023 VMware, Inc. 15 PeFi Practices People First Software Practices by Theme Safety Trust Peer Support Collaboration Enablement Intersectionality

Confidential │ ©2023 VMware, Inc. 16 PeFi Practices People First Software Practices by Theme Safety ● Minimize ambient noise as well as acute but sporadic noise ● Limit the number people in a research session ● Open research with a privacy statement ● Set expectations and meet or exceed them ● Observers introduce themselves with cameras on at the beginning of session, and turn cameras off during the interview

Confidential │ ©2023 VMware, Inc. 17 ● Work with psychologist or trauma specialist to craft prompts and questions ● Set research session expectations with Heros at least one day prior to user research activities ● Share interview questions ● Spend time getting to know each other before beginning research activities ● Active listening ● Mirror their language Trust PeFi Practices People First Software Practices by Theme

Confidential │ ©2023 VMware, Inc. 18 ● Include another hero in all research activities ● Focus groups over individual interviews ● Provide professional support during research sessions Peer Support PeFi Practices People First Software Practices by Theme

Confidential │ ©2023 VMware, Inc. 19 ● Involve Heroes as co-researchers/creators ● Give them an active voice in telling their stories ● Involve trauma and mental health professionals in the development of research processes and practices Collaboration PeFi Practices People First Software Practices by Theme

Confidential │ ©2023 VMware, Inc. 20 ● Create research questions that give heroes control over their decisions and well-being ● Create blameless choice for heroes to advocate for safe participation. E.g. skipping a question, ending participation ● Provide healing paths after research for both Heroes and research team Enablement PeFi Practices People First Software Practices by Theme

Confidential │ ©2023 VMware, Inc. 21 ● Seek information about social identities prior to research sessions ● Provide space to express lived experience Intersectionality PeFi Practices People First Software Practices by Theme

Confidential │ ©2023 VMware, Inc. 22 Key Takeaways ● Rely on trauma experts throughout the process ● Have psychologist available during research activities perhaps on standby ● Avoid comforting the heroes ○ It’s OK... ○ Don’t worry about it… ● We are not trauma experts, and that’s ok. Your job is to be human in the room and to be a software development expert. ● Researchers! Don’t forget to take care of yourselves and well-being Call for Actions - Try these principles and practices - Read the PeFi Article - Stay tuned for People First Research Guidelines (to-be-published SOON!)

Thank You Confidential │ ©2022 VMware, Inc.

Confidential │ ©2023 VMware, Inc. 24 References and Inspiration

Confidential │ ©2023 VMware, Inc. Articles ● BirdcallUX What is Trauma-Informed Design TI Design Website ● Dept. of VA Prevalence of Trauma ● APA Prevalence of PTSD in Women ● Forbes Importance of Trauma-Informed Design ● UX Mag Understanding Trauma and Healing ● Shopworks Trauma-Informed Architecture ● Medium Healing Centered Engagement ● UX Research Methodologies Trauma-Informed Design Research ● VOX Trauma as a Catchphrase ● Tema Okun White Supremacy Culture ● Universal Design Principles for App Design ● References Articles, Podcasts, Videos Videos ● BirdcallUX https://www.youtube.com/watch?v=tNbtXzUJ_6w ● Women Talk DesignTrauma-Informed Design in Physical Spaces Podcasts ● Inclusive Designers Episode: Trauma-Informed Design

Confidential │ ©2023 VMware, Inc. Long Documents ● SAMHSA Trauma Informed Care in Behavioral Health Services ● SAMHSA Concept of Trauma and Guidance for a Trauma-Informed Approach Books ● The Body Keeps the Score by Bessel van der Kolk ● Joyful by Ingrid Fetell Lee ● Studies in Hysteria by Sigmund Freud and Joseph Breuer ● Emergent Strategy by adrienne maree brown References Documents, Papers, Books Research Papers ● Organizing Information in Cardiac Units ● Designing service systems with Trauma Theory ● Prevalence of Trauma ● Trauma and PTSD in the WHO World Health Mental Surveys ● National estimates of exposure to traumatic events and PTSD prevalence Blogs ● Girls Inc ● CDC 6 Principles to a Trauma-Informed Approach

Confidential │ ©2023 VMware, Inc. The Model ● The Trauma Resiliency Model: A “Bottom-Up” Intervention for Trauma Psychotherapy Related Articles ● PACE: A trauma-informed approach to supporting children and young people Websites ● Trauma Resource Institute Videos ● Community Resiliency Model (part 1) 2020 ● Community Resiliency Model (part 2) Inspiration Trauma Resiliency Model (TRM) Case Studies ● Somatic Experiencing Treatment with Social Service Workers Following Hurricanes Katrina and Rita ● A Case for Using Biologically-Based Mental Health Intervention in Post-Earthquake China: Evaluation of Training in the Trauma Resiliency Model ● Impact of a Resiliency Training to Support the Mental Well-being of Front-line Workers ● Exploring the Usability of a Community Resiliency Model Approach in a High Need/Low Resourced Traumatized Community ● Role of Community Resiliency Model Skills Trainings in Trauma Healing Among 1994 Tutsi Genocide Survivors in Rwanda

Confidential │ ©2023 VMware, Inc. Books ● Running on Empty by Jonice Webb, PhD ● Conscious Loving by Gay and Kathleen Hendricks ● There is Nothing Wrong with You by Cheri Huber ● The 15 Commitments of Conscious Leadership by Jim Dethmer, Dina Chapman, and Kaley Warner Klemp ● The Art of Receiving and Giving: The Wheel of Consent by Betty Martin and Robyn Dalzen Inspiration Healing Tools

Confidential │ ©2023 VMware, Inc. 29 PeFi Practices People First Software Practices by Theme Safety Trust Peer Support Collaboration Enablement Intersectionality