Designing with, not for, Vulnerable People

Transcript

1. Designing with, not for, customers people with vulnerability UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
2. Chloe Hampton @chloejhampton Natasha Ballantyne @tashbeecreative (New to twitter!)
3. PwC Digital Australia The Constellation Project is a growing group of organisations that share a vision to end homelessness in a generation. Through cross-sector collaboration we seek to generate practical solutions for people at risk of or experiencing homelessness. #vulnerabilitydesign Natasha Ballantyne Lived Experience Lead Chloe Hampton Lived Experience Representative Lab Team Member, More Homes PwC Australia | @chloejhampton @tashbeecreative theconstellationproject.com.au/join-us/ UX Australia | August 2019
4. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Disclaimer: Look after yourself, we’re going to be discussing a sensitive subject topic
5. PwC Australia | @chloejhampton @tashbeecreative UX Australia | August 2019 #vulnerabilitydesign Defining vulnerability in people LIVE POLL Vulnerability poll results Results collected on 30/09/2019. Source: Definitions paraphrased from academic articles, non-for-profit reports and people’s definitions collected in our research survey on vulnerability. Last accessed August, 2019. *Top six definitions listed *
6. How can we better understand and define vulnerability? UX Australia | August 2019 #vulnerabilitydesign Challenge question 1 PwC Australia | @chloejhampton @tashbeecreative
7. Vulnerability can be defined as the diminished capacity of an individual or group to anticipate, cope with, resist and recover from the impact of a natural or man-made hazard. International Red Cross Foundation “ UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
8. Vulnerability = Hazards - coping UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Source: Sharma, et. al., "Reducing Vulnerability to Environmental Variability”, 2000.
9. Vulnerability = Hazards - coping The intensity of a hazard is defined based on: • probability (likeliness of this occurring) • primacy (shock value since previous occurrence) • predictability (warning available) • prevalence (extent and duration) and • pressure (intensity of impact) UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Hazards are when someone experiences danger or risk of social, physical and/or emotional harm. Source: Sharma, et. al., 2000.
10. Vulnerability = Hazards - coping Coping occurs from personal, private and public action to avoid, insure, prevent and mitigate hazards. A person’s ability to act and benefit from responding to these hazards creates resilience. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Coping is someone’s ability to respond to a present or future hazard. Source: Sharma, et. al., 2000.
11. To proactively design for vulnerability we need to increase people’s ability to cope when they encounter hazards UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
12. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative Access to basic resources Coping starts with access to basic resources This includes: food, accommodation, clothing, medical treatment, education and other for themselves, their family or other dependents. Source: https://www.ato.gov.au/General/Financial-hardship/ Accessed 2018
13. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative From there we can create emotional resilience People’s level of resilience informs their ability to adapt to stressful situations or crises. Emotional Resilience Source: The Traits, Benefits and Development of Emotional Resilience — Why Emotional Resilience Is a Trait You Can Develop By Elizabeth Scott, 2018
14. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative We need to combine this with social support to prevent recurring vulnerability Social inclusion and support means people have the resources, opportunities and capabilities they need to be fulfilled. Social support Source: Social Inclusion in Australia How Australia is Faring 2nd Edition Australian Social Inclusion Board, 2018
15. Whilst these support services can boost resilience - we need to help shift people from vulnerable to empowered UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
16. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative Increasing digital, financial and english literacy to build independence Increased literacy can help people understand and negotiate the different services and products available to them. Digital, financial and English literacy Source: Australian Financial Attitudes and Behaviour Tracker, 2014-2015 National Financial Literacy Strategy, 2014–17
17. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative And finally creating professional self esteem to help people become empowered Professional self esteem enables people not only have the confidence to look for and retain work, but to pursue their goals, and find purpose. Professional self esteem
18. Ultimately, by servicing people holistically, we can build resilience and better design for: prevention over intervention. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Australia | @chloejhampton @tashbeecreative Access to basic resources Social Support Emotional Resilience Digital, financial and English literacy Professional self esteem
19. One person’s story of vulnerability… UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
20. Play video https://vimeo.com/ 358220977
21. Defining vulnerability in people There are four key types of vulnerability: • Structural/Physical • Economic • Environmental • Social UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Source: United Nations Disaster Risk Reduction
22. There are some common hazards and populations associated with vulnerability UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative This means we can already identify and predict people who may benefit from additional services, but we need to approach this carefully as vulnerability is personal.
23. Hazards Populations with Increase Risk of Vulnerability Experiences of Homelessness Experiences of Financial Hardship Experiences of Abuse Housing scarcity Faulty construction Proximity and coverage of services and facilities in remote locations Housing unaffordability Poverty Unemployment and labour market disadvantage Systemic discrimination and inequality Failure to serve vulnerable populations Separation Damage to home through natural disasters Severe weather People who identify as Indigenous Children People who are elderly People in lower socio-economic areas People who have experienced: •Domestic and family violence •Sexual abuse •Trauma •Mental health issues •Drug and alcohol issues •Interactions with the justice system People with a disability Culturally and linguistically diverse populations, refugees or newly arrived migrants Veterans LGBTQI+ Women who are pregnant Rough sleeping Episodic, short term, or chronic long term homelessness Short term transitional homelessness Couch surfing Living in overcrowded dwellings Living in insecure accommodation including boarding houses and transitional accommodation Living in inadequate dwellings Living in situations of domestic abuse Bankruptcy Government assistance Inability to pay bills Debt collection Eviction Living without utilities Living paycheck to paycheck Getting support from community service providers Financial dependency Bill extension Payday loans Overextended credit cards Domestic violence Sexual abuse Witnessing parental abuse Substance abuse Physical abuse Controlling behaviour Financial abuse Child abuse Human trafficking Enslavement Sexual harassment Elder abuse Hate crimes against gender, sexual preference, race, religion, or sexual identity UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative STRUCTURAL ECONOMICAL SOCIAL ENVIRONMENTAL Experiences of vulnerability
24. As humans, we all experience times of vulnerability in our daily lives UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
25. PwC Digital UX Australia | August 2018 #vulnerabilitydesign UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
26. We need to take proactive responsibility for identifying and supporting people in vulnerable circumstances. UX Australia | August 2019 #vulnerabilitydesign 1 | How can we better understand and define vulnerability? PwC Australia | @chloejhampton @tashbeecreative
27. Are we designing holistic services that take vulnerability layering into account? UX Australia | August 2019 #vulnerabilitydesign Challenge question 2 PwC Australia | @chloejhampton @tashbeecreative
28. UX Australia | August 2019 #vulnerabilitydesign PwC Digital PwC Digital Permanent disability Homelessness Survivor of abuse Returning veterans Release from prison Fleeing domestic violence Proximate (a change in situation) These are some of the vulnerabilities that can impact people over time... Structural (a steady, chronic state) PwC Australia | @chloejhampton @tashbeecreative Source: Davis, A.P. "Targeting the Vulnerable in Emergency Situations: Who is Vulnerable?"
29. UX Australia | August 2019 #vulnerabilitydesign Multiple hazards over time = persistent vulnerability PwC Australia | @chloejhampton @tashbeecreative Coping Hardship
30. PwC Digital UX Australia | August 2019
31. We need to design holistic services which provide people additional support based on vulnerability layering. UX Australia | August 2019 #vulnerabilitydesign 2 | Are we designing holistic services that take vulnerability layering into account? PwC Australia | @chloejhampton @tashbeecreative
32. Can we design specifically for vulnerability for the benefit of everyone? UX Australia | August 2019 #vulnerabilitydesign Challenge question 3 PwC Australia | @chloejhampton @tashbeecreative
33. PwC Digital Australia UX Australia | August 2018 #vulnerabilitydesign Designing specifically for vulnerability UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
34. We are the voice that can drive action on vulnerability using both stories and facts PwC Digital UX Australia | August 2019 1 Sydney Morning Herald, August 2019 PwC Australia | @chloejhampton @tashbeecreative
35. If you design inclusively you can solve for one to extend to many. Similarly, if you design for vulnerability, you design for everyone. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
36. Just like we design for accessibility and sustainability, we need to design for vulnerability. UX Australia | August 2019 #vulnerabilitydesign 3 | Can we design specifically for vulnerability for the benefit of everyone? PwC Australia | @chloejhampton @tashbeecreative
37. PwC Digital Australia Let’s recap… There were three key learnings that we uncovered 1. We need to take proactive responsibility for identifying and supporting people in vulnerable circumstances. 2. We need to design holistic services which provide customers additional support based on vulnerability layering. 3. Just like we design for accessibility and sustainability, we need to design for vulnerability. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
38. There are two more takeaways which we believe are givens in our practice, and non negotiable UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
39. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative How do we build empathy as designers, and involve lived experience? Challenge question 4
40. Our job as designers, is typically as a “storyteller-researcher” - we capture stories as data, and communicate these to the person that can affect change at each organisation. Paraphrased from Brene Brown, The Power of Vulnerability “ UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
41. To successfully design proactive services for vulnerability, a combination of empathy and lived experience is required PwC Digital UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Source:Vink, Josina & Oertzen, Anna-Sophie. (2018). Integrating Empathy and Lived Experience through Co-Creation in Service Design.
42. Lived experience versus lived expertise PwC Digital UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Source: http://www.cloresocialleadership.org.uk/The-value-of-lived-experience -in%20social-change
43. When involving people with lived experience of vulnerability, developing an authentic, two way relationship is extremely important. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
44. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Lived experience engagement framework Source: Glover and Hodges, 2017 Mastering vulnerability Shared experiences Learning with and from each other Negotiate power Live beyond Challenge and be challenged
45. When designing with vulnerable people, always include people with both lived experience and lived expertise. UX Australia | August 2019 #vulnerabilitydesign 4 | How do we build empathy as designers, and involve lived experience? PwC Australia | @chloejhampton @tashbeecreative
46. UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative Do we have self care practices in place to ensure our wellbeing? Challenge question 5
47. Do we have self care practices in place to ensure our wellbeing? • Never go it alone • On your projects, ensure there is a point of escalation for participants if triggered and debrief afterwards • Individually, institute a routine of self care is critical • Supported by a wellbeing framework UX Australia | August 2019 #vulnerabilitydesign UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative
48. Self care practices are essential for us to remain empathetic, build resilience and protect ourselves from vicarious trauma. UX Australia | August 2019 #vulnerabilitydesign 5 | Do we have self care practices in place to ensure our wellbeing? PwC Australia | @chloejhampton @tashbeecreative
49. We’re designing with, not for, vulnerable people Reach out if you would like to collaborate on this and/or like to know more about the work we do at PwC Digital UX Australia | August 2019 #vulnerabilitydesign GET IN TOUCH PwC Australia | @chloejhampton @tashbeecreative Five takeaways for your future design… 1. We need to take proactive responsibility for identifying and supporting people in vulnerable circumstances. 2. We need to design holistic services which provide people additional support based on vulnerability layering. 3. Just like we design for accessibility and sustainability, we need to design for vulnerability. 4. Always include people with both lived experience and lived expertise. 5. Self care practices are essential for us to remain empathetic, build resilience and protect ourselves from vicarious trauma. Natasha Ballantyne E natasha.ballantyne@pwc.com P 0402 426 920 Chloe Hampton E chloe.hampton@pwc.com P 0406 098 939
50. We are designing with, not for, people with vulnerability UX Australia | August 2019 #vulnerabilitydesign PwC Australia | @chloejhampton @tashbeecreative