Increasing access for those hardest to reach - the trauma-informed story of Sunny

Transcript

1. Increasing access for those hardest to reach The Trauma-informed story of Sunny. Hello Celso Borges • Libbi Cunnington • UX Australia 2019
2. Various versions have evolved over the years Trauma-informed design seeks to recognise these effects and respond with an experience that prevents further trauma or re-traumatisation.
3. 5 Trauma-informed Design Principles Safety Trustworthiness Choice Collaboration Empowerment
4. National sexual assault, domestic family violence counselling service.
5. 20% This is what we know. of the population of Australian women are women with disabilities, which equate to approximately two million women* * Aminath Didi , Karen Soldatic, Carolyn Frohmader & Leanne Dowse (2016) Violence against women with disabilities: is Australia meeting its human rights obligations?, Australian Journal of Human Rights, 22:1, 159-177
6. 1/5 Women with disabilities have experienced sexual violence. 40% Women with a disability are 40 per cent more likely than able bodied women to experience family violence. Aminath Didi , Karen Soldatic, Carolyn Frohmader & Leanne Dowse (2016) Violence against women with disabilities: is Australia meeting its human rights obligations?, Australian Journal of Human Rights, 22:1, 159-177 This is what we know.
7. Aminath Didi , Karen Soldatic, Carolyn Frohmader & Leanne Dowse (2016) Violence against women with disabilities: is Australia meeting its human rights obligations?, Australian Journal of Human Rights, 22:1, 159-177 This is what we know. 90% of women with intellectual disabilities have experienced sexual abuse, and 68% of them have experienced sexual abuse before they are 18.
8. 2016 Women with Disabilities Australia (WWDA) conducted a six-month project to assess accessibility of 1800RESPECT. 100+ In consultation with over 100 women and girls with disability from around Australia for the 1800 RESPECT: Improving Service Responses for Women with Disability Experiencing Violence project. Improving Service Responses for Women with Disability Experiencing Violence – 1800RESPECT This is what we know.
9. Challenge Existing resources are not tailored to the specific needs of women with intellectual disabilities, constraining their capacity to safely and effectively engage with services and support. This is what we know.
10. Expert Advisory Group Meet the…
11. Discover. And so our journey began…
12. Discover. Understand the context of our audience.
13. 85% Mild Intellectual Disability Sexual assault & violence Domestic & family violence Physical abuse Psychological abuse Financial abuse Image-based abuse Spiritual abuse Social abuse Stalking Legal abuse Neglect Reproductive abuse Discover. 10% Moderate Intellectual Disability Approximate population prevalence: 03% Severe Intellectual Disability 02% Profound Intellectual Disability Understanding types of violence and abuse: Intellectual Disability, Australia, 2012
14. Discover. Align your approach to the Trauma-informed principles
15. Discover. 8 considerations for user interviews and user testing with participants who may be experiencing, or have experienced trauma: Allow the participant to choose where they want to sit in relation to the door. Kim Preston (2018): Applying the Practice Guidelines for Trauma-Informed Care and Service Delivery to the Digital Space. 01 Avoid sitting or standing behind the participant. 02
16. Discover. 8 considerations for user interviews and user testing with participants who may be experiencing, or have experienced trauma: Where possible, conduct interviews in a calm, friendly but uncluttered environment. Kim Preston (2018): Applying the Practice Guidelines for Trauma-Informed Care and Service Delivery to the Digital Space. 03 Avoid overly corporate or institutional rooms. 04
17. Discover. 8 considerations for user interviews and user testing with participants who may be experiencing, or have experienced trauma: Ensure the participant knows they can stop the session at any time. Kim Preston (2018): Applying the Practice Guidelines for Trauma-Informed Care and Service Delivery to the Digital Space. 05 Provide ample water and tissues within arms reach. 06
18. Discover. 8 considerations for user interviews and user testing with participants who may be experiencing, or have experienced trauma: Schedule more time than average to allow for breaks or other disruptions. Kim Preston (2018): Applying the Practice Guidelines for Trauma-Informed Care and Service Delivery to the Digital Space. 07 Be aware that retelling trauma stories may be therapeutic for some, but traumatising for others. 08
19. Discover. EAG focus group key findings Easy English content Iconography Keep it conversational Quick Exit button
20. Ideate. Feature workshop Safety • Trustworthiness • Choice • Collaboration • Empowerment
21. Ideate. Collaboration and iterative testing are key when co-designing with limited access to users. 12 Prototypes 07 Interviews 70+ Naming workshop 02 Brand directions
22. Ideate. Art direction #1 Art direction #2 A warm, selfless, supportive community that is better together. A proud, purposeful, liberating movement that is freeing and reliable.
23. Design. Meet Sunny Sunny is a voice of encouragement that helps to assess a user’s safety, recognise violence and abuse, and explore options for support.
25. Design. Interactive Stories Tell your story
26. Design. Learn about violence ‍
27. Extending beyond its purpose. 1800RESPECT Sunny. “… I can use Sunny to help the women I treat.” - Maternal Child Health Nurse “This way of communicating can help the elderly understand the role of will executors.” - State Trustee “Every teenage girl should have Sunny, it should be part of the school curriculum.” - Mental Health Outreach Manager, CoHealth
28. Fin. Conclusion Involve real users and continuously collaborate throughout the design process. Universal assumption that trauma impacts how we engage with products. Make it accessible, for real.
29. Thank you San Francisco — New York — London — Wrocław — Dubai — Mumbai — Singapore — Tokyo — Melbourne — Sydney — Brisbane LinkedIn Facebook Twitter Instagram Celso Borges Design Director celso.borges@tigerspike.com Tigerspike We deliver business value, fast. tigerspike.com Libbi Cunnington Project Manager - 1800RESPECT libbi.cunnington@medibank.com.au #vulnerabilitydesign