Advocate: DV Toolkit is a new concept app for domestic violence advocates that functions as a job tool equipping advocates with resources + education to empower those impacted by domestic violence.
Client: None
Role: UX Researcher & Designer
Methods: Contextual Inquiry, Secondary Research, Affinity Diagramming, Information Architecture, User Flows, Kano Analysis, Usability Testing, Wireframing, High Fidelity Prototyping
Tools: Figma, Figjam, Miro, Canva, Zoom
The Research
After observing advocates in their working environments it became clear that advocates come to their roles with varying lived or learned experience and they do not always have the time or organizational infrastructure to support their resource and learning needs. Of 9 advocates surveyed, 89% reported there is a lack of resources for clients, 45% feel overwhelmed by the amount of information online to sift through and they also report a lack of training in their roles. Ultimately, these job conditions lead to feelings of burnout for dv advocates.
Advocates need a tool where they can access current resources for clients and education for themselves so they are able to empower those they serve. Currently, there are app based resources for victim/survivors and only a handful for those who work in the field.
Reflecting on the insights I gathered from the advocates I spoke with, I was able to conceptualize features that may be beneficial in their work. I quickly put together 10 low fidelity feature cards for a Kano Analysis, Primary and Secondary users provided me with feedback on their needs and wishes for this app and I was able to refine and strategize on what features to include.
Primary Users
New DV Advocates who are not familiar with resources and may need reminders of other things like definitions of terms or how to apply for an Order for Protection. These users are new to the field and have a steep learning curve. They are eager to do good work but do not have the same knowledge base as more seasoned advocates.
Secondary Users
Seasoned DV Advocates who have large case loads and limited time to research resources specific to each case. These users are familiar with the resource landscape, but may not always have the time or mental capacity for recall and want to provide services to their clients that directly meet their needs, rather than only offer a blanket solution.
Key Findings
The goals of the users are to be able to search for resources with their mobile devices, so that they do not have to rely on their coworkers for answers or spend a long time on the internet sifting through masses of information. DV Advocates are looking to provide complete services that address the whole person and feel like their have the best resources and knowledge to do that work immediately available to them.
Advocates want:
Updated and ample resources
Safety Planning Guides
A live chat to consult with an expert
Definitions for Terms & Acronyms
On-going Education Resources
Self-care Resources
Ultimately, advocates are hoping for a lot of unique and highly specialized features to support their work. They require information to be updated regularly and to have it at their fingertips. Advocate: DV Toolkit was created to equip advocates with everything they need to empower their clients and be a companion for them in their work.