Trauma-Informed Digital Design


– Hello and welcome
to the 1800RESPECT webinar. Trauma-informed digital design, applying the practice guidelines
of trauma-informed care and service delivery
to the digital space. Thank you for joining us. Our webinar today
is being presented on the traditional lands
of the Eora nation and the Kulin nation. We wish to acknowledge them
as traditional owners. We would also like
to pay our respects to their elders past and present and the elders from
other communities who may be present today. 1800RESPECT is
a confidential information, referral and counselling service
that is open 24 hours a day every day of the year
to support people impacted by sexual assault, domestic or family
violence and abuse. People can access the service
by phoning 1800737732 or visiting 1800RESPECT.org.au. Today’s 1800RESPECT webinar
will provide an overview of Blue Knot foundation’s nationally
and internationally acclaimed practice guidelines
for treatment of complex trauma and trauma-informed care
and service delivery. It will focus on
the trauma-informed guidelines for services
and their workforces, the philosophy
and vision behind them, their core principles
and the process of mapping them to practice for
services and systems. The Blue Knot foundation’s
trauma-informed guidelines were recently adopted
with a digital lens to guide the 1800RESPECT
website redevelopment. This webinar will
present the approach to applying these guidelines
to a digital setting and the key learnings
from the process. Please note that this webinar
is live and interactive and we will try to answer
as many of your questions at the end of the
presentation as possible. We are now pleased
to welcome our presenters, Dr Cathy Kezelman,
the President of the Blue Knot foundation,
and Kim Preston, design director from Tigerspike, the organisation engaged to
develop the 1800RESPECT website. A very warm welcome to you both. It is now my pleasure
to hand over to Dr Kezelman to start the presentation. – Thank you for that and thank
you for inviting me here today. I’ll just move over
those unapologetic plugs to the slide about
our practice guidelines and we’re very, very excited these guidelines
have now been adopted and translated into
the digital space. They’re informed by 20 years
of research around trauma and within the guidelines there
are two sets of guidelines, as you can see here, one around
the treatment of complex trauma and one which will be
the focus of today’s webinar around trauma-informed care
and service delivery. Just a little bit of background. I need to make
an important distinction and that is to differentiate
single incident trauma or PTSD such as is experienced
in a car accident, a natural disaster
or a one-off assault in adulthood from complex trauma
which is interpersonal, more prevalent, developmental, often repeated
and often extreme. It’s impacts are cumulative. The majority of clients
who experience trauma related problems have complex rather than
single incident trauma so while these guidelines
were more focused on the complex trauma
of child abuse, child and neglect and other adverse
childhood experiences, they’re highly
applicable to people who’ve experienced domestic
and family violence and other form of complex
trauma and sexual assault. So domestic and family
violence and abuse, as well as sexual assault,
impact millions of Australians. Adults, mostly women,
although not exclusively. And children of course. People seeking help
from 1800RESPECT have been traumatised and are living day to day with the impact of
their trauma, past and current. They are often living in fear
or experiencing ongoing impacts or acts of violence
which severely compromise their physical
and emotional safety. They’ve been betrayed,
lost their sense of control and felt disempowered. The trauma-informed guidelines are as relevant
to work with people impacted by the interpersonal
traumas of sexual assault and domestic and family violence as they are around
childhood trauma. Their application to the
digital space highlights their universality
and the diversity of settings to which they can be applied.
Blue Knot foundation is delighted
that 1800RESPECT has applied these guidelines
to the digital space, modelling a whole-system
approach to align with existing trauma-informed
policy and service delivery so I’m going to talk about
these two different areas, philosophy and vision, which outlines
the core principles which underlie
and infuse service delivery to be trauma-informed and mapping to practice which considered
implementation at systems and service levels. So we’re looking at
philosophy and vision. We need to understand
about trauma-informed care and what its essence is.
It’s about people’s strengths. It’s about respecting
lived experience and the particular
vulnerabilities and sensitivities
trauma survivors, it’s about collaborating
with people at the centre of their care, a process undertaken
in the digital design process to develop a website which speaks directly
to trauma survivors. Each of us is unique
and we don’t exist in isolation but in the context of our family
, community, needs and desires. A trauma informed approach prioritises cultural safety
and attunes to all sorts of diversity,
be it around gender, ethnicity, sexual orientation, socioeconomic status,
age and disability. Trauma-informed
practice acknowledges the prevalence and impacts
of lived experience and the uniqueness
of each person’s responses to their trauma. It attends to the diversity
of those responses and the diversity
of people’s needs and of the services
to which people present to have those needs met. That’s why it is
important for services to develop a shared
trauma-informed language so they can be coordinated
as is again honoured in the inclusion
of a service overview in the 1800RESPECT website. Why is all this so important? It’s because many people have
experienced additional trauma when seeking care
and support in the past. They have been re-traumatised rather than being assisted
on their road to recovery and as service providers
and fellow citizens, we need to minimise those risks. So a service charter, what does
a service charter achieve? Because it doesn’t sound
overly exciting in itself but it is really critical
because it enables us to outline and record the principles
we need to embody and enact to underpin
our services and our systems so we can engage
in the major shifts, often, that are needed
to minimise re-traumatisation and promote recovery. What does this
major shift entail? It means the service
which works with people rather than one
which is hierarchical in which the service and
its providers are the experts instead of working with people,
it does to them. Being trauma-informed
means moving from an illness, symptoms-based model to one which helps people
identify their strengths, garner resources
and acquire skills to build on their strengths. It helps us move from
the pathologising approach which asks,
“What’s wrong with you?” To one which is basically
an orientation of blame to one which is of understanding
which asks the question, “What happened to you?” It means moving
from a care-taking, paternalistic stance to one which is truly
collaborative, recovery-oriented and minimises re-traumatisation. We know that people can
and do recover from trauma. All aspects of our services need
to embody that message of hope, recovery and possibility. The tone of the
1800RESPECT website has reflected this and is positive and hopeful
without being condescending. So in mapping to practice,
how do we implement philosophy and vision
of trauma-informed care? So we know that integration is one of the processes
of trauma recovery. Integration of the body, mind and emotions
which trauma disrupts. The same process is reflected
in implementing the philosophy and vision
of trauma-informed care. Human challenges
are interrelated as are the efforts
to resolve them, so too are systems. What affects one part
of the system affects the other. A trauma-informed approach
is a wholistic one which considers
the system as a whole including the implementation and effectiveness of services
within that system. This means that policies,
procedures, need to be reformulated to respect trauma-informed
principles and diverse coping mechanisms
as well as diversity while mapping to practice distinguishes between
system-level and service-level, there are areas of overlap
and an interconnectivity which underpins them both. So looking at mapping
to practice when we’re looking at
a systems level and just – this is a very quick overview. There’s a lot more detail
that needs to be drilled into. Currently systems
often work in silos. The reality is that
people’s trauma responses and needs do not
exist in silos. Trauma survivors often have
many different challenges affecting different parts of
their lives at different times. Care which empowers healing
needs to be coordinated across systems
and diverse services need to collaborate
to deliver that care. While people
who have experienced interpersonal violence have had their
rights violated, a trauma-informed system
upholds their rights, their right to effective
trauma treatment, their right to freedom
from re-traumatisation and their right to freedom
from further harm. Trauma-informed change
necessitates top to bottom and bottom up training regardless
of level or role including basic education around personal
and professional boundaries with respectable engagement and
sensitivity of all interactions with all clients
and staff at all times. This means assessment
of individual and collective performance around their trauma sensitivity,
minimising re-traumatisation, the risk of vicarious
traumatisation for staff and promoting ethical conduct. Now just a quick discussion
around the service level. Trauma-informed
change in services necessitates a cultural change and the process of ongoing
self-monitoring and quality assurance. this begins by identifying all the services
activities and settings, the sequence of services
through which clients move, that is the whole-client journey as reflected in the digital
adoption by 1800RESPECT. The staff who are in contact
with clients at each point and the different settings
in which activities occur. This entails asking
key questions about each of these
activities and settings, how do they currently operate and how might they operate
differently according to principles
which are trauma-informed. It is then important
to consider our goals and begin to prioritise them. Which goals are most likely
to be accomplished? Which goals are well resourced
and best supported? Which goals will have the most
impact not just on services but of course
on outcomes for clients? Which practices need
to be changed because of their
negative impact? Then it’s a matter of
establishing the objectives, setting outcomes and time lines and of course finding the right
people to make it happen and monitor the process
to make sure it keeps happening. So we’re mapping to practice,
we need to consider five domains and these are
the core foundational trauma-informed principles. Domain of safety, physical
and emotional safety, and of course many people
who’ve experienced trauma have never felt safe. So to what extent do
the activities and settings ensure clients’ physical
and emotional safety? How can services
be modified to ensure this safety more effectively
and consistently? Trustworthiness,
people have often been profoundly betrayed
in interpersonal relationships so how do we maximise
trust worthiness, by clarifying service
delivery tasks, ensuring consistency in practice and by maintaining
suitable boundaries. How can services be modified to ensure that tasks
and boundaries are established and maintained clearly
and appropriately? How can the program maximise
honest and transparency? Choice – some survivors
have never experienced choice. They don’t even know what it
is they want and desire. How can we – to what extent
do the program’s activities and settings maximise
clients’ experiences of choice and a sense of control because when you’re
being traumatised you can feel completely
out of control. How can services be modified to ensure that client
experiences of choice and control are maximised? Empowerment – abuse and violence
are about disempowerment. They’re about power
imbalances so, again, to what extent do activities and settings prioritise
client empowerment and help them acquire skills both from internal
and external resources? How can services be modified to ensure maximisation of experiences of empowerment and the development and
enhancement of client skills? Obviously, policies need
to reflect this. To what extent do the formal
policies of the program reflect an understanding
of trauma survivors, of their needs,
strengths and challenges? And of course of staff needs. Are these policies monitored
and implemented consistently? And of course
screening for trauma and that’s an enormous area that unfortunately we don’t
have time to explore today but thank you so much
for your time. I think it’s time
to hand over to Kim. – Thank you, Cathy. Trauma-informed design approach
was new to Tigerspike when we began
the 1800RESPECT website and to be honest
it was quite daunting. We had a lot to learn
not just about sexual assault and domestic family
violence sector but about how trauma
affects people and the way they might engage
with digital products. I recommend anyone begins by
undertaking training with Blue Knot to get a good understanding
of the effect of trauma on users of your
product or service and I know me and my team
found it invaluable. In order to define our approach, we workshopped as a team
and alongside 1800RESPECT and representatives
from the sector how we might apply
the guidelines of safety, collaboration, choice, trust worthiness
and empowerment to the website and we used Blue Knot’s example
questions as a base for this, just repositioned to reflect
the digital landscape rather than the
physical environment. We mapped these ideas
against what we knew about the journey a person
experiencing violence and abuse might undertake as they move
from contemplation to preparation, establishing safety
and reconnection to ensure we were
applying the guidelines across the stages
of change model most of you
will be familiar with. By doing so, we were determining
at different stages of a person’s journey, different guidelines began
to feel more relevant. For instance,
we understood that when users are
currently experiencing that they may be less interested in making decisions
or collaborating but more interested
in feeling safe and being able to trust the
service they’re engaging with. Most importantly, in any
website or app development and especially
a trauma-informed one, we tested our collective
ideas for the site with a broad range of users
of the 1800RESPECT service both in user interviews
and usability testing sessions where we presented
sketches and wire frames or outlines of the website
we were envisaging. Due to the sensitive nature
of the subject matter and our desire to incorporate
a trauma-informed approach across all stages
of the product delivery, we developed the
following guidelines for trauma-informed
user engagement. We understood
from taking the Blue Knot training that
different people will feel more
or less comfortable depending where they sit in
relation to the door or exit – more or less comfortable.
We allowed people to choose. We avoided sitting or standing
behind the participant and ensured
the environment in which we conducted our user
engagement sessions were free from clutter,
were calm and friendly. So we avoided using
our meeting room that kind of looks like
an interrogation room. We would generally advise
to avoid any rooms that are overly corporate
or institutional. We ensured that participants knew they could stop
the session at any time and without needing
to give any reason at all. We provided ample water
and tissues within arm’s reach and scheduled more time
than we would on average to allow for breaks
or disruptions and to ensure we weren’t
hurrying people. We were really trying
to cater to the needs of all of our audience members. It is important to note that telling stories
can be therapeutic for some and re-traumatising
for others and it may also be traumatising
for the interviewers. As we were not engaged
in the specifics of the abuse but rather the way
that users might search for and find information
and support and services, we generally sought
to avoid these stories. In the instances
where they were raised we obviously sought to listen and provide whatever
support we could. 1800RESPECT were excellent
in their approach to our user engagement sessions, ensuring that all participants
had access to their service afterwards and following up a day or so
after just to check in. Perhaps obviously, you’ll want to explain
the nature of the research, how and why it will be conducted and how the participants’
responses will be used. You should allow participants to
choose the types of recordings they’re most comfortable
with as well. We gave the choice
of screen interactions when we were testing, people interacting with
prototypes we had created, recording their audio
or voice, recording video, taking photography or
just simple note-taking and we were prepared
for all of those. Interviewers should avoid
making any assumptions about or on behalf
of the participants and of course you are
to ensure you are present, you are actively listening
and not just trying to check off a predetermined
list of questions and finally you need
to make sure the participant feels heard. I would also suggest
you shouldn’t be afraid to show sympathy to your users. User engagement sessions
can often feel really clinical as you’re trying not to sway
the user’s responses but for this engagement
in particular it just didn’t feel
appropriate to maintain that same level of distance. In the spirit of a universal
assumption of inclusion that all consumers
may be in trauma, we have established
these user engagement guidelines now into all of
our user interviews and usability testings
we perform at Tigerspike. That is something
that’s really key to me. What we found is that when you
are applying these guidelines, what you’re really doing
is delivering a best-practice
human-centred design. At Tigerspike we were
already doing a great job in understanding how to create an accessible
1800RESPECT website for users with disabilities
or special needs and our design process meant that we already
were considering how age or gender,
ethnicity, culture, literacy and remoteness might affect the user’s experience of the 1800RESPECT service. By applying this
trauma lens as well, we’re actually going one
step further to imagine a truly human-centred and
user-friendly digital product. I would argue these guidelines
really should be applied across any digital
product or service but especially those
within health, education, finance and Government sectors. Basically, if your
audience is people then your service should
be trauma-informed. So how did we apply a trauma
-informed lens to 1800RESPECT other than a trauma-informed
user engagement? Here are some of the
general changes we made. We recommended that
the content be rewritten to the reading level
of a 12 year-old. We learned that when people
are experienced trauma, even the brightest user may not
have the cognitive capacity at that time to take in complex
terms or large amounts of text. We also recommended that
the tone of the content shift towards an unassuming one
and generally be more inclusive and, for example, we removed
gender pronouns where possible. We redesigned the page lay-outs with the aim of decreasing
visual clutter, keeping content
within a single column and increasing the white
space throughout the site. By simplifying the site, our aim was to reduce
the cognitive load for all of our users. We also suggested
that the 1800RESPECT brand needed to be updated. Not only for
their colour palette to adhere to
accessibility guidelines, but also to appear more calming, that’s why you’ll see a lot
more blue throughout the site. Photographic imagery,
in particular, was updated to consider triggers and lend a warm supportive
tone to the site while also trying to represent
the diversity of the audience. This is something we did
a bit of user testing on and it was really interesting
to test our assumptions here. For instance, I had thought that
imagery of beautiful landscapes perhaps at sunset
would prove therapeutic but our users suggested
the setting sun made the trees look
like they were on fire and that the imagery we had
chosen was traumatising. Knowing that domestic
family violence has been shown to increase during natural
disasters such as bushfires, we obviously chose
to avoid those things. So these are some
more specific examples of how we align to
the guidelines themselves. Under the banner of safety,
we had areas of the site that previously required
a user’s email address and a password. Those were updated so that
our users could preserve their anonymity. The quick exit functionality
on the website was also improved and we ensured that we
were disabling autoplay on video and audio files and we were thinking generally that the people who might
be accessing this website may not want anyone else
to know they’re accessing it. In terms of trust worthiness,
given that 1800RESPECT is delivered by
Medibank health services and the DSS, it might be surprising
not to see Government and institutional logos plastered all across the site
but these were removed in order to increase the trust
worthiness of the site particularly for users for whom
Government and institutions have unfortunately
been the source of traumatising experiences. The 1800RESPECT brand font
was also updated to remove the sarifs which are the dangly bits
around the T and R for those who are not familiar. These are generally
associated with institutions and they can also make text
a little more difficult to read. The new font, which is the san sarif version
of the previous one, is much easier to read
and we increased the font sizes overall across the site making it easier to read
but also easier to scan. This is helpful given that
people experiencing trauma are not necessarily reading
large chunks of text but they’re scanning
for information that can help them right now. In terms of choice, 1800RESPECT provides a number
of options for support including live chat, obviously calling in
or information-gathering and capacity-building
throughout the site. We learned that
when people are in trauma they prefer not to be asked
too many questions so while a conversational tone is quite popular
in websites now, we avoided asking questions
of our users here. We also simplified the process
of downloading content for offline viewing and made that easier
to read as well, and we sought to limit
the number of navigation options in order to reduce complexity
and cognitive loads. For a site like 1800RESPECT which caters for so many
different types of users at so many different
stages of the journey, this was particularly difficult. In terms of collaboration, obviously we collaborated
with users by engaging them in the product
design and testing and we continue to do so. We also ensured we were not
pushing users towards any one action, not suggesting that
they call 1800RESPECT now, knowing they may
not be comfortable or even able to do
that at the moment. A feedback form was provided for
users to comment on the service and a survey has been running
since the website launch to collect people’s experiences so that we can continue to
improve the site for everyone. For empowerment, we use
next steps to provide users with more information
when they were ready and we surface information
in a different way. Whereas previously information
had been repeated for our our ATSI audiences, people with disabilities,
support people, we simplified
the content structure and the content so that users
could self-identify more readily and that also taps into the
intersectionality of the people. What we were attempting here was
to really empower users to dip into the site
throughout their journey, to find the information they
needed at that particular point. The website is not perfect and we continue to work
with 1800RESPECT and users of the service
to improve all the time but I really hope
it has made the experience just a little bit easier, a little clearer
and helped to connect people experiencing violence and abuse with the information
and the support that they need. We’ll be taking questions now. – I can see a question there
for me, I think. The question is: How widely do
you think the trauma-informed principles have been
embedded into services? That’s a really
interesting question because it can be
very hard to know and as an organisation
that really worked with others to get a national agenda going
around trauma-informed practice, we do hear about pockets
where trauma-informed principles have been
really well embedded within entire
local health districts, for example, where there’s been
some major changes in some parts of the legal and justice sector and I’m sure there are a lot
of areas we don’t hear about and certainly to see
trauma-informed principles being embedded
in a digital process and a marketing and promotional
process is revolutionary and so it does show how deeply
the change is happening and how extensive it’s becoming. It would be great
to have it uniform so we really can have
that shared language but it is great
to see the change. – OK, I’ve got a question here
whether I think that all websites
should consider the guidelines or just those delivering
domestic violence services. No, I believe that all websites
should consider incorporating trauma-informed guidelines and practice throughout their design
and delivery. I think when you consider
the amount of people that may experience a traumatic
episode in their lives, I think it’s imperative
that we begin to make all of our products and services
more trauma-informed. – I’ll add to that. Our organisation would like
to see a trauma-informed world because when you look at the
prevalence of different sorts of trauma,
past and present, we all have a lived experience
of traumatic stress along the way
and how it impacts us and the way we go
through the world and how we engage
with diverse services so this is a way
of treating each other as human beings
to try and understand where people come from
and not judge them and not dismiss them out of hand
and try and understand if they are seeming
unreasonable or being triggered that they probably have a reason
in their past that’s doing that. So I can’t stress too strongly how critical I think these guidelines are
and those principles. I’m just looking here. There’s a question here: What buy-in and commitment
have you got to these guidelines at Federal and State level,
public service and politicians? Look, I think it’s
an interesting one. The Royal Commission
into institutional responses to child sexual abuse
has played a part in putting not just
our trauma-informed guidelines on the map but trauma-informed
principles in general and they’ve made a very strong
recommendation around that and we are certainly seeing
the language of trauma-informed change is being used both
at Federal Government, health certainly, DSS as well
as State Government level so it is starting
to become embedded. A number of years ago we saw recovery orientation embedded as an approach. It would be great to see
trauma-informed practice aligned with that because you can’t have
recovery orientation if you’re not trauma-informed
so rather than seeing it as something that needs
to be cobbled on as yet another paradigm, to see how we can
integrate these approaches to really make a difference for all human beings seeking support and care. – I agree. There’s a
number of questions. There’s another asking
what the role of Government in embedding trauma-informed
practice design for all services would be. I think we already
have a model for this. When designing websites
and applications for Government or services such as 1800RESPECT that are designed
for all Australians, there are already guidelines
for accessibility such as the WCAGAA guidelines and that’s something
you must pass in order to produce
a website for Government and I think we could
add to that list a trauma-informed
approach as well. I think the digital
transformation agency, which we needed to work with while we were delivering
the 1800RESPECT website, would be the best place to start
pushing for that kind of change. There is another question
here around how we approached and selected people
to participate in user testing given that they are vulnerable
and in a place of trauma. At Tigerspike we didn’t actually
engage the users ourselves. 1800RESPECT did that work
for us through contacts that they had so
they obviously went out and found people
who were at a place where they were able to talk
about their experiences, engaging with
the 1800RESPECT service and they vetted them
quite heavily to hopefully make sure that they
would not be re-triggered by the experience
of talking to us. That is definitely very tricky. – There’s a question here:
Do you have any suggestions about how to engage
policy-makers in organisations around
trauma-informed training? That’s a very critical issue that if you don’t have
buy-in from leaders and people who, to be crude,
hold the pursestrings, it can be very challenging and training a part
of the organisation when staff then go back
to an organisation that hasn’t embraced
the cultural change can be incredibly problematic. It can be a very slow process
of building trust and gaining the support
and identifying trauma champions within an organisation and then really trying
to engage the policy makers and the leaders because
for trauma-informed change it’s not just about training
front-line staff or managers, it’s about training
all levels of the organisation plus undergoing
a cultural change right through the organisation
in terms of systems, policies and practice and it’s an iterative process
there’s often a turnover, there’s a change in management, so it’s not a quick process, it’s something that
probably is best done in bite-sized chunks
when there’s a will but it can certainly be built
on and developed over time. – There’s two questions here
that are somewhat linked, whether or not there
are principles specific to trauma-informed
content writing and also if there were
any resources or guidelines for developing your
own digital products in a trauma-informed way. As we began this project
we realised there were not many, if any, other websites
that had been developed using trauma-informed principles so we kind of had
to write them ourselves as we went and this webinar
is my way of beginning to share some of the learnings
that we came across. I guess you can always
come and chat to us or through 1800RESPECT if there’s any
specific questions you would like to know
at this point but that’s – definitely
something we would like to continue working through. For content, I think
the 1800RESPECT team developed some guidelines internally of how they would
take these learnings and apply them
to their own content so perhaps just need
to connect with them to get a better understanding
of what those might be. – Kim, I can’t see another
question immediately for me. Kim, are you … are you seeing any resistance to the adoption of trauma
-informed design principles? In your work, Cathy the – – Any resistance to the adoption
of the principles in general? Yeah, I mean,
certainly, you know, to embed change
takes a long time and there certainly can be quite
a bit of resistance to change and change management
is a sensitive process. We all tend to revert to form
when we’re challenged and we’re all very comfortable
in the status quo. And, interestingly today, I was
looking through the literature to try and find some really
good outcome measures and I saw that
in another question about how do we establish the benefit long-term
of trauma-informed change? And there are bits of
information out of the States but there hasn’t really been
really good evaluation over time to show that iterative training,
training at different levels, all of the organisational
change system approaches not only obviously
benefit the staff but then what is
the longitudinal benefit for people attending
those services? That’s obviously a real gap and something that
absolutely needs investment because anecdotally we know
trauma-informed practice is of benefit to staff, to organisations and with
reduction in symptoms and for staff,
you know, better staff – fewer sick days
and better staff cohesion and teams working together
in collaboration but we don’t have
the hard data on that. That’s certainly something
that’s screaming out to be done. – Absolutely. I think it’s one
of those things that the more that
it’s implemented the more that we’ll learn and understand
how do evaluate it but I’ve also got
a question here: For an organisation looking
to implement trauma-informed guidelines in a digital product, there may be concern about
the increased costs to do this. In my experience, is the time to design a trauma-informed
digital product much greater than one
that doesn’t? We have a particular way
we work at Tigerspike where we do a bit of research then we ideate what we think
the solution might be and then seek to define that before we’re going
into a build phase. That allows us
to engage with users at a number of different points
before we’re going in to build. First by interviewing and then
by testing our approach. Adding the trauma-informed
guidelines did add a little bit
of extra time, mainly for the team
to upskill in this area so we needed to upskill a lot within the sector
of sexual assault and domestic family violence
in the first place and then also to understand more
about trauma and those effects. So it was a little bit
of extra time, maybe a couple of extra weeks
to be able to engage with all of
the right professionals, to be able to read
a lot of content and to workshop and ideate exactly
how we were going to implement that within our service. I believe that the benefits
are quite clear in that we’ve developed something which is a lot more useful
and user friendly and to be a little bit cliche, as long as
we’ve helped one person I think it’s been
quite successful. I guess also the website
is accessible and it meets
accessibility guidelines and that generally
also adds a little bit to the development
costs of the website but I believe that
the more that you do, the less expensive it
will become as you start to embed it throughout your team and everyone just begins
to understand those principles. I’ve also got another question
about telling us more about why those colours. That’s interesting.
Obviously, we needed to stick somewhat
to the 1800RESPECT brand but we wanted to push
that a little further and we did test many
different colours and it’s not necessarily
my personal preference but I think it works
very well for the audience and remember it’s very
diverse across ages and cultural backgrounds and it was just important
that it was as calming as possible
so the 1800RESPECT logo, as you can see,
is a bright orange colour and that was a point
of contention for many of the users
we spoke about that is seemed quite aggressive so we wanted to pull it down
a little bit and make it calm
and hopefully inoffensive. Sorry, looks like we don’t have
time for any more questions. Is there anything else
you wanted to say, Cathy, before we say good-bye? – No, I think that’s been great. Nice working with you, Kim,
and Jennifer. So thank you. – Thank you.

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