PROJECT 03 | CNS | Portfolio

#USER RESEARCH

ROLES:

UX RESEARCHER

UX DESIGNER

ETHNOGRAPHER

USER TESTER

SECURING SAFE SPACES FOR HOUSELESS LGBT+ YOUTHS

#ETHNOGRAPHY

Our research with previously unhoused LGBTQ+ persons guided our designs for True Colors United, who strives to get young persons off the streets by battling the stigma against LGBTQ+.

When my team and I asked young LGBTQ+ persons if they had a plan in the case they became houseless, a majority said “no.”

#TEAM

overview

WHAT

goal

WHO

WHY

GOAL

True Colors United is a unique client that aims the battle the issue of LGBTQ+ homelessness of youths. They are actively battling the stigma against the LGBTQ+ community and building a support system through community based efforts. Through our research with LGBTQ+ youths, my team and I discovered True Colors was missing an opportunity to address a need for many youths: locating a safe spaces for the youths displaced after coming out. Our research showed us that many teens did not have a plan in place in case they were displaced. We wanted to change this by providing resources directly to displaced youths.

Facing discrimination at both the structural and personal level, LGBTQ+ persons are at risk of chronic stress. Because of this discrimination and stress, coming out can be difficult. It can be dangerous. LGBTQ+ youths deserve to feel safe and supported by their community. Because True Colors has a very strong vetting process that utilizes a variety of educational tools and training, they are a perfect candidate to screen and locate safe spaces for houseless LGBTQ+ persons. Because LGBTQ+ youths are 120% more likely to experience displacement than their peers, it is important they are aware of the resources and programs available to them.

Our project aimed to expand upon the amazing work True Colors already does. Currently, they provide educational resources and training to businesses and other organizations. They ensure shelters, programs, and other community pillars are adept to battle the issue of LGBTQ+ youth homelessness. However, finding these allied organizations and programs can be difficult for the youths actually experiencing displacement. We want to provide the tools necessary to get these persons to safety. Our Shelter and Safe Space Database directs youths directly to places they can receive assistance.

PRELIMINARY RESEARCH

PROCESS

After selecting our client, we began our research with some in depth surveys with 15 LGBTQ+ persons. We wanted to know about their experiences coming out. A few of our interviewees were then selected to go a second round of interviews. These 5 persons were selected because they had actually been displaced after coming out. I wrote the interview script. My team conducted the interviews. Here's some key takeaways from our ethnographic research:

process

SURVEY/INTERVIEW TAKEAWAYS

The majority of respondents' biggest fear after coming out was rejection or a negative reaction.
The number one thing respondents wanted to from their friends and community after rejection was a place to stay.
No respondents were aware of any resources for houseless LGBTQ+.
A majority of respondents did not have any sort of plan in place in the case they were rejected and displaced by their families.

Meanwhile, I conducted a bit of generative research about LGBTQ+ homelessness and discrimination. Here's a few crucial points of the research I found:

MISC. STATISTICS

The top 4 reasons LGBTQ+ youths become houseless in order are:
1. Family Rejection; 2. Abuse;
3. Family Neglect; 4. Aging Out of the Foster Care System.
57% of transgender individuals are rejected by their biological family
1 in 5 transgender individuals will experience homelessness.
Private discrimination is a more common form of discrimination than public (hateful comments made privately by a family member vs a stranger).
Minor forms of discrimination are much more common (ex. microagressions) and can lead to chronic stress.

To ensure our team was on the same page, we laid out a problem statement to identify the issue we are solving for. It is as follows: While True Colors United educates and allocates resources on an organizational level, many LGBTQ+ youths are not aware of the amazing organizations that True Colors works with. Our goal is to bring awareness to these organizations on an individual level so that LGBTQ+ youths who have been displaced can access their resources.

From our generative research, we created 3 personas to represent various individuals we aimed to serve. Our first is a young man who has been displaced after being rejected by his family. The next persona is a young individual who aged out of the foster care system. Finally, we wanted to account for the community members who may want to get involved and assist LGBTQ+ youths. The last persona is a social worker who manages a shelter. For these personas we also designed journey maps as they face displacement or interact with those who have become displaced.

IDEATION

Next, we began to ideate. We started very broad and sketchy. We knew we needed a way to condense and centralize a list of all the organizations True Colors currently works with. After convening, we decided a searchable database would be the best possible way to display this information. Safety was a top priority for us and our audience. With this in mind, we wanted to ensure our users could access resources with discretion (i.e. without being outed).

USER TESTING

We conducted 2 rounds of user testing with 4 users as I moved from low to mid to high fidelity. User testing really helped us narrow our solution. Keeping the iteration cycles quick also made sure we couldn't fall in love with one solution. Here's what we learned:

KEY TAKEAWAYS

Users were unsure what things they could search for in resources.
Some testers noted that they might feel uncomfortable in a shelter setting.
There was no option to filter by type of resource in database.
One of our previously houseless testers noted he did not have access to a computer during his time without housing.

CHANGES

Users were prompted with tags to select from above the resources search as an example.
The option to receive help from an individual was added.
A filter was added to select between shelter, individuals, and safe spaces.
A mobile platform was added.

STYLE GUIDE

During this project, my team and I applied True Color's extant style guide to our system. At the time, it was important to us that this database would fit into their current aesthetic. However, I later revised the style guide and implemented a new appearance. I maintained the overall hierarchy and UI but I updated the visual elements. This is because I felt the old style guide was outdated and loud. I wanted something more contemporary. I wanted to make it fun, yet clean and legible. The bright colors of the old palette affected legibility. The new palette is bold but easier on the eyes.

SOLUTION

solution