Designers have long recognized the importance of taking a human-centered approach to design. By focusing on the needs, wants, and behaviors of the people who will be using a product or service, designers can create more effective and engaging experiences. However, there is a growing recognition that some people have experienced trauma that may impact their ability to interact with digital experiences. That’s where trauma-informed design comes in.
Trauma-informed design is an approach that takes into account the needs and experiences of people who have experienced trauma. It involves creating spaces and experiences that are safe, welcoming, and non-triggering. Trauma-informed design can be used alongside human-centered design to create digital experiences that are not only effective and engaging but also inclusive and supportive for all users.
The US Digital Service (USDS) has been at the forefront of incorporating trauma-informed design principles into its work with the federal government. Let’s explore some examples of how USDS has used trauma-informed design alongside human-centered design.
Example 1: Improving the Online Experience for Veterans Seeking Healthcare Services
USDS worked with the VA to improve the online experience for veterans seeking healthcare services. The team used human-centered design principles to develop a deep understanding of the needs and challenges of veterans. They then used trauma-informed design principles to create a digital experience that is safe and welcoming for veterans who may have experienced trauma. The website was designed to be easy to navigate and understand, with clear information about what services are available and how to access them. The team also reduced potential triggers that might cause stress or anxiety, such as loud noises or flashing images.
Example 2: Improving the Online Experience for Immigrants Seeking Citizenship
USDS worked with USCIS to improve the online experience for immigrants seeking citizenship. The team used human-centered design principles to understand the needs and challenges of immigrants. They then used trauma-informed design principles to create a digital experience that is safe and welcoming for immigrants who may have experienced trauma. The website was designed to be easy to navigate and understand, with clear information about the process and requirements for citizenship. The team also reduced potential triggers that might cause stress or anxiety, such as complex legal jargon or confusing instructions.
Example 3: Improving the Online Experience for People Seeking Medicare Information
USDS worked with CMS to improve the online experience for people seeking information about Medicare. The team used human-centered design principles to develop a deep understanding of the needs and challenges of people seeking Medicare information. They then used trauma-informed design principles to create a digital experience that is safe and welcoming for people who may have experienced trauma. The website was designed to be easy to navigate and understand, with clear information about what services are covered and how to access them. The team also reduced potential triggers that might cause stress or anxiety, such as overwhelming amounts of information or confusing terminology.
By incorporating trauma-informed design principles into human-centered design, USDS was able to create digital experiences that are more inclusive and supportive for all users, including those who have experienced trauma. Designers can follow this approach by developing empathy, understanding the needs and challenges of people who have experienced trauma, and creating safe and welcoming spaces that reduce potential triggers and provide opportunities for control and choice. By doing so, designers can create digital experiences that are not only effective and engaging but also inclusive and supportive for all users.
Sources:
- “Trauma-Informed Design.” SAMHSA. https://www.samhsa.gov/trauma-informed-design.
- “USDS Guide to Trauma-Informed Design.” US Digital Service. https://playbook.cio.gov/trauma-informed-design/.
- “VA.gov.” US Digital Service. https://www.usds.gov/work/va-gov.
- “USCIS.” US Digital Service. https://www.usds.gov/work/uscis.
- “Medicare.gov.” US Digital Service. https://www.usds.gov/work/medicare-gov.
- O’Neil, Sarah. “Designing for Trauma: How to Create More Sensitive Services.” UX Collective, January 11, 2019. https://uxdesign.cc/designing-for-trauma-how-to-create-more-sensitive-services-c8cd68d15c01.
- Smith, Emily. “Designing for Trauma.” A List Apart, November 27, 2018. https://alistapart.com/article/designing-for-trauma/.
- “Trauma-Informed Design: A Guide to Developing Responsive and Supportive Environments.” American Institutes for Research. https://www.air.org/resource/trauma-informed-design-guide-developing-responsive-and-supportive-environments.
