Natasha Ballantyne & Chloe Hampton-Designing WITH, not for, vulnerable customers

UXAUS2019 Day 2 As Australians, we are experiencing a growing scale of vulnerability in Australia and have a big trust problem. Organisations are working to rebuild ethical and transparent services that are customer first. We, as designers, are more often than not designing for vulnerable customers and know someone that has experienced trauma in our lives. This talk will provide attendees with insights, tools and techniques for how to design with, not for, vulnerable customers with lived experience of trauma and disability. We will cover two key topics: 1. It’s one thing to identify vulnerable customers, but we need to know how and when is appropriate to act. 2. Co-designing with customers who have lived experience is a human right, yet emotionally complex. Based on personal experiences, throughout this talk, we will also be honest about the importance of self-care when dealing with the “dark side” of human centred design given the subject matter.