I’m a very lucky person. I haven’t experienced anything that would qualify as a major traumatic event, and my life isn’t generally a series of inconveniences. Plenty of other people don’t have that kind of good fortune. And since I’m in the business of user experience (UX), I want to use this blog post to explore something I learned about at a recent UXCamp event that I attended: the less frequently considered usability strategy called trauma-informed UX.
Trauma-informed UX most immediately affects people during or after a traumatic experience, but also during a relapse. These are users who come to an organization because they need help dealing with trauma, including:
- Patients living with a serious disease or injury.
- The loved ones of survivors and patients.
The main secondary audiences include:
- The greater communities that these survivors and patients will return to.
- Medical, law-enforcement, legal and social-services workers serving survivor and patient and populations.
- Donors and financial entities that provide support to these workers.
Trauma-informed UX also should consider those who’ve previously experienced a traumatic encounter with an organization that was supposed to help them. A straightforward example would be a crime survivor who’s had a negative interaction with their local police department or emergency room. A less-obvious example that The Marshall Project recently wrote about: juveniles once held in California detention facilities.
In an online survey, California’s state and community corrections board asked formerly incarcerated children and their families how the state could improve juvenile detention. In addition to “the childishly predictable [comments] — I didn’t get the bunk I wanted; they punished us all as a group,” survey respondents provided thoughtful and detailed recommendations including “more vegetables, more dental care…, [and] an easier system for sending academic transcripts from school to jail and back.”
I love that corrections officials asked for feedback from their users so the state could better serve these families and their communities. Individual interviews are my preferred UX research tool, though in this case, it would have been too expensive and time-consuming to do interviews.
Regardless of the tool you use to get user feedback, with a trauma-informed UX process, there are additional and more delicate considerations that you must address:
- Are you dealing with a user population that needs to worry about physical or digital surveillance?
- Can you streamline the experience to give traumatized users more control of the time they spend dealing with your organization?
- Is a website, an app, or an SMS-based experience the best way to serve users who are concerned about surveillance and time?
- What legal requirements must your organization meet? This can include patient confidentiality or client anonymity.
While you’re doing user research for a project that will serve users affected by trauma, or getting user feedback after the project launch, focus on speaking to those who already have healed — they’ll be more open to sharing their experiences because they’re not currently living the through the trauma.
What other nuanced usability considerations have you come across?