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
   

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2. Hello, I’m Fiona.
   Sociologist & digital innovator.
   

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3. We all experience
   life differently.
   But what makes something sensitive
   is whether it has the potential
   to impact your wellbeing.
   

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4. We’re talking
   about things that
   threaten autonomy,
   create vulnerability
   and trauma.
   

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5. Approach
   

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6. We all have the
   potential to be
   vulnerable.
   It depends on your
   life experiences,
   your health and
   circumstances.
   

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7. I am defined by
   many things.
   See the person
   not a label.
   

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8. Everyone’s
   perspective is unique.
   And it's as much about
   what they don’t say as
   what they do.
   

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9. Personal resilience
   is essential. You
   are dealing with some
   hard issues.
   

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10. Empathy isn’t
    enough. You need a
    deep understanding
    of why.
    

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11. Do no harm. Use
    ethics to create a
    safe, trusted space.
    

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12. Head to Health Beta
    Improving mental
    health outcomes
    

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13. Don’t ruin a
    great service by
    delivering it in the
    wrong place.
    How you deliver
    matters.
    

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14. Solution
    

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15. See the full picture.
    Then tell their story
    to motivate others to
    take action.
    

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16. Some things in
    life are stressful
    enough.
    Government
    shouldn’t add to
    that stress.
    

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17. And if you can’t do it for
    them. Support them to
    know what to do.
    

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18. Value generates trust.
    Be proactive but don’t
    cross the line.
    

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19. UX/UI
    

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20. Reduce vulnerability
    by building confidence
    and trust.
    It starts with many
    small signals that say
    “this is for me.”
    

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21. My Aged Care
    Building Confidence
    & Control
    

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22. Your grandmother
    isn’t familiar with
    swiping right.
    

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23. Thank you
    Fiona Armstrong
    liquidinteractive.com.au
    Let's connect:
    linkedin.com/in/fionajarmstrong
    linkedin.com/company/liquid-interactive
    

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