Safe Hotlines Campaign

Case Name: Exploratory UX Research, Safe Hotlines Campaign

Company: Trans Lifeline

TLDR: Conducted exploratory UX research to inform a temporary campaign website and recommendations toward eventual microsite. 

Background & Goals

Summary: Trans Lifeline, a crisis hotline run by and for transgender people, is launching a campaign to pressure other crisis hotlines to reform and/or eliminate the use of nonconsensual police involvement and forced hospitalization as a response to mental health crisis callers. 

Generative Research Goals: To understand more about potential user motivations, beliefs, and biases

Design Research Goals: To create mock-ups for transitional site and recommendations toward future micro-site

Method: User survey, user personas, stakeholder interviews, comparative analysis

Key Learnings: 

1. Users who had experience calling a crisis hotline themselves, whether they currently worked in mental health care or not, were more likely to already be on board with hotlines divesting from nonconsensual interventions, such as law enforcement and hospitalization. 

2. Most users felt the use of nonconsensual interventions is necessary in some situations even if they held deep mistrust and reservations about the practice if not "done well."

 

3. The majority of users reported they were most likely to trust clinicians as the authority on evolving best practices in mental health care, but that testimony from real people impacted by mental health care was also a major factor in influencing their perspectives.

4. About half of the users surveyed said they were most likely to support an online advocacy campaign if the campaign had received positive media coverage from a trusted media source.

For additional findings and learnings please contact elatty@gmail.com

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