UXA2022 Day 1; Fiona Armstrong - How to design services in sensitive areas

Designing a service for people experiencing some form of hardship or vulnerability is challenging but the rewards are extraordinary and the best thing is how giving, sincere and collaborative people are throughout the process. There is so much more to consider when working on a topic that is sensitive. You may need to take a trauma-informed approach, draw up protocols, go through ethics, set up safety plans...it can be daunting and overwhelming. But it doesn’t mean you can't make significant reform. We’ll talk you through some case studies and specific examples on how we approach service design in sensitive areas.

Transcript

1. How to design services in sensitive areas liquidinteractive.com.au Fiona Armstrong
2. Hello, I’m Fiona. Sociologist & digital innovator.
3. We all experience life differently. But what makes something sensitive is whether it has the potential to impact your wellbeing.
4. We’re talking about things that threaten autonomy, create vulnerability and trauma.
5. Approach
6. We all have the potential to be vulnerable. It depends on your life experiences, your health and circumstances.
7. I am defined by many things. See the person not a label.
8. Everyone’s perspective is unique. And it's as much about what they don’t say as what they do.
9. Personal resilience is essential. You are dealing with some hard issues.
10. Empathy isn’t enough. You need a deep understanding of why.
11. Do no harm. Use ethics to create a safe, trusted space.
12. Head to Health Beta Improving mental health outcomes
13. Don’t ruin a great service by delivering it in the wrong place. How you deliver matters.
14. Solution
15. See the full picture. Then tell their story to motivate others to take action.
16. Some things in life are stressful enough. Government shouldn’t add to that stress.
17. And if you can’t do it for them. Support them to know what to do.
18. Value generates trust. Be proactive but don’t cross the line.
19. UX/UI
20. Reduce vulnerability by building confidence and trust. It starts with many small signals that say “this is for me.”
21. My Aged Care Building Confidence & Control
22. Your grandmother isn’t familiar with swiping right.
23. Thank you Fiona Armstrong liquidinteractive.com.au Let's connect: linkedin.com/in/fionajarmstrong linkedin.com/company/liquid-interactive