In this talk, Emma and Lisa share the challenges that they faced when designing a live chat service for women experiencing domestic violence including: - How we designed a service for women who may be in a very emotionally and psychologically vulnerable state - How we designed a service for women whose lives could be at risk because they contact us - How we kept the service safe from perpetrators who may try and access information about the women being supported - How we planned the project to make sure the team felt supported when working on such an emotive and challenging topic - The challenges of recruiting participants who could potentially be at risk of harm by taking part in our research - How we helped the Women’s Aid team to get ready for launch by quantifying what they needed to support the service and the training needed to be given to support workers.

1. Womens Aid | cxpartners

2. Content warning

3. Lisa
Johnson
Emma
Howell
Julie
Sun

4. 20 years
information support

5. National Domestic
Violence Helpline

6. ●
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9. risky
isolated fear

10. nine years

11. access

13. 60%

14. 17%

15. too emotional

16. not ready
find the
words

18. team
Safety
Content
proactively prepare

19. team

20. judged

23. oppressed groups
discrimination

24. twice as likely

25. 45%
do not report it

26. Safety

27. everything

28. discrete
easier to hide

30. anxious
articulate

32. role play

33. common
gender neutral
sexual orientation

34. flexible guided
direction

35. ae ercare

38. mental
health

39. 39

40. 40
@vcastillo630

41. breathing space
decompress

42. Content

44. rock bottom

46. 46

47. proactively prepare

48. consider

49. functionality
efficiently
safely

50. as
in-depth support

51. Advice
● Safety
● survivor’s voices
● fully trained
○ up to date
● Safeguarding
● policies
● Observation
● checking in

54. not having verbal cues

55. innovative
frightening threatening

58. he was hiding
my things

59. potential
negative impact

60. Women’s Aid
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