Design for COURAGE Project
Team: Nicole Andujar, Qinyu Ding, Yuan Fang,
Oct. 12th: Background & Stakeholder Mapping
Date Last Updated: October 12th, 2018
On Oct. 11th, we attended Home Truth screening. This sad, yet touching and power story encouraged me a lot to work on this project. Before that, I had no confidence in this project. "What can I do about this if those perpetrators don't stop hurting others!" I had never known how design can affect a human's mindset and crime motives. But that docmentary touched me deeply and gave me hope.
I can do something about it and I have to make a difference.
In Oct. 8th class, we put heads together and did the stakeholder mapping. What a scope of the problem!
different catalogs of victims
media that can influence people
Law Enforcement Agencies
Community Resources that offer help to victims/Survivors
This made it clearer for all of us as a group and within our own teams to figure out a good design solution that would help some of them as much as possible.
At the end of the class, we were assigned into different teams with different focuses. Nicole, Yuan and I became Global Team 2 which focuses on Mongolia and Georgia. "Why these two countries?" This is the question I will ask our partner from the Law School next week.
Wish us luck! Fingers crossed!
Oct. 18th: Secondary Research & Stakeholder Interviews
Date Last Updated: October 18th, 2018
It is a very serious yet being dismissive issue. We tried so hard to look for information, data, organization, stories, but there aren't enough of them. Luckily, we were able to get help from our partner from the Law School, one of our stakeholder and our professor.
We also found several precedents that enlightened our design. Precedents related to this topioc are so hard to find since few of them have been well implemented.
Love Shouldn't Hurt
The Lookout - Australia
Domestic Violence Resource Center - Australia
Love Shouldn't Hurt was found by me. (https://www.loveshouldnthurt.org/)
It's a free mentoring support group founded by a survivor who "found the courage to fight back by breaking her silence and speaking out"(Love Shouldn't Hurt, 2018). By providing services, and referrals for victims, it helps victims seek help and become stronger. It also holds events and appearances to raise public awareness as well as victim empowerment.
I used ROSE-THORN-BUD to analyze this website:
It holds a variety of events, such as annual concerts, workshop, expo, etc. to facilitate the public to understand and to care about domestic violence.
It holds all sorts of activities for victims to share their stories, to rebuild self-esteem, to heal and to become stronger again.
Activities are interactive, sharing and inviting (concerts, health expo).
Offering news, stories and activities.
Poor design – weak ability to attract the public .
Fewer interactions with the public online. There are a lot of interactions in the offline events like concerts and expo. But offline events face space limitation. Making good use of the online resources can broaden the impact of this organization and expose this issue to more people worldwide.
Redesign the website to better convey their ideas to the world and to promote the public understanding and concerns.
We did two interviews for this project. One is with our partner from the Law School, Anabel Blanco. The other one is with Bayaraa Jigmiddash, who was high up in the Mongolian government and influential in passing the domestic violence law there.
These women are in the group of Advocates. We were only able to reach these women since we do not personally know anyone in the police department, or any justice court or service community.
Here are some questions we would like to cover:
Can you give us a brief background on the issue of domestic violence and sexual assault in Mongolia/Georgia?
What would victims of domestic violence and sexual assault normally do after this happens to them?
What would be some examples of best practices for identifying and preventing gender bias in law enforcement responses to domestic violence and sexual assault?
What would be some examples of bad practices?
Is it a cultural issue?
What kind of tools for research have been implemented to monitor data to identify and prevent gender bias in law enforcement responses to DV and AS (precedents)
What is the current education level of women in Mongolia/Georgia?
Are young people in Mongolia/Georgia are educated about sexual equality? In the Home, School?
What is the awareness level of sexual assault, domestic violence and sexual equality of women in Mongolia/Georgia?
What is the public’s attitude towards sexual equality in Mongolia/Georgia? (what is the attitude of men towards this issue?)
How is information about the Department of Justice guidance going to be disseminated to the community? The people? Police? To the survivors?
Interview Findings and Observations
Interview: Anabel Blanco
• Female • mid 20s • Law Student at University of Miami
The interview with Anabel went on very nicely more like a conversation. She was giving us a background about the COURAGE Policing Project here in the University and how it’s a year-long class that they take as an elective.
We learned that the COURAGE Project is implementation in practice. Anabel informed us that one of the best ways to gather information is through surveying and that they’ve gotten some good responses from surveys done with Law Enforcement and responders outside of LEA.
She mentioned that it is essential to retrain police officers in how they respond to DV and SA calls, they are the first responders and they need to be trained in these traumatic situations to be more victim-centered and to deal with these traumatic experiences and how they treat, question/interview victims and what resources are they sharing with victims after they have placed a report.
Anabel also informed us that Georgia is trying to be part of the European Union and they are doing their part to implement the current policies on policing similar to other European Union countries to be up to par with the rest of the countries in this area of Law Enforcement.
Anabel mentioned the existence of the CEDAW - the Committee on the Elimination of Discrimination Against Women - which is the body of independent experts that monitors the implementation of the Convention on the Elimination of All Forms of Discrimination Against Women. Countries that have become part of the treaty are obliged to submit regular reports to the Committee on how the rights of the Convention are being implemented. The CEDAW outlines many situations where there has been bias or violence against women and it’s a toolkit to review and it explains some of the existing programming that is present and what challenges there are along with new opportunities to rectify behaviors and these existing programmings.
Interview: Bayaraa Jigmiddash - Contact with Mongolia ties
• Female • Late 40s • Human Rights Lawyer
We learned that in the countries assigned (Georgia and Mongolia) the culture in these countries is one of patriarchy that is very much present and predominant in every area of society.
Data tells us that the amount of cases being opened, most of them end up being dropped due to the bias within the justice system and they don’t like to handle Domestic Violence cases. We are told that this is because there is a culture of SILENCE in which women just don’t report these cases because they say they are discriminated against for not keeping their men happy.
Bayaraa also told us that the level of education of the women there is almost 100% and this adds to the complexity of the matter because of this, men subconsciously feel a level of anger and frustration so they take it out on the women. The subject of domestic violence is taboo within the middle class and they don’t tell on their spouses or partners. There are many statistical anecdotes about domestic violence and between social classes as well but they are just not reported.
Despite the law, Bayaraa said that the importance is to change the mindset of bias which is where we could come in, exploring tools to identify these biases, document and prevent these biases. Educating law enforcement in the critical skills they need to identify biases within the force and precincts, exploring individual bias, exploring institutional bias and retraining people as to how to report and have accountability.
Date Last Updated: October 22th, 2018
In class, we had a warm discussion with law school students, downloaded our learnings, shared inspiring stories from different aspects. Written on post-its, information, stories, ideas and insights were gathered and sorted to help us find the themes.
One of the pros that I found about Finding Themes is that as a team, you can have more aspects about one story. Using this method for analysis of user interviews can help designers find more detail information to uncover the behavior patterns.
Again, I created an affinity diagram to connect each themes together in order to obtain a better and real insight into this problem.
Also, we created empathy maps for our users. We had 2 in the class because were not sure which one we would pick as our audience. But I do think that having an empathy map for victims can help us to understand why current police's response is unsatisfying from the perspective of vistims, so that we are able to find out what needs to be changed.
Oct. 29th: Personas & Possible Solutions
Date Last Updated: October 29th, 2018
According to our empathy maps, we created 2 personas for police. One is David, a police officer who really wants to change the current situation but doesn't know what he can do. The other one is Wes,which was created by me, a police chief who knows the situation has to be changed but faces too many pressures such as time, effort investment, budgets, etc.
I created Wes based on the survey we had from Bayaraa which indicated that what had impeded the implementation of so many good solutions.
In the class, we brainstormed again for any possible solutions for this issue.
We came up with varieties of great ideas. Mines were:
Create a platform for police around the world. So that they can share training / responding experience among the police in different countries.
How does each adovacate helps at a specific stage of a case? Let people know exactly what they can turn to at each stage.
Training for catching up with follow-ups.
Inform police of the seriousness of this issue, by the means of interactive data, real stories / stories adapted from real cases, showing how police responded in the past.
At the end of the class, our team decided to focus our design on police training.
Nov. 5th: Design Concept
Date Last Updated: Nov. 5th, 2018
We took a page from some of our precedents where there are different courses telling people how to protect themselves at different stages. Based on DOJs, information we had from our interviews and the discussion with our law school partners, we came up with what kind of content / skills is missing in current police response.
Here is the site map of the 1st version of our training system where you can see what this new system consists of.
We came up with 3 different scenarios of how this product would actually be used by our two personas. One is about a new officer who has just been hired receives an email telling him to take the training. One is about a police chief wants to see how the training is going. The other is about when an officer is caught being biased.
I did scenario 2 where chief of police receives data from training modules. Wes is the chief of police. Recently he has been pushing to strengthen public's trust in police in sexual assault, gender bias and domestic violence cases by implementing a new police training system aimed at cases about sexual assault and domestic violence. One day, he receives an email reminding him to check how the training is going.
Here are the other two storyboards made by my teammates. You can click to magnify any of them.
I did a journey map to tell a story of, and also to understand the users' experience from initial contact, through the process of engagement and into a long-term relationship. (I loooooooove journey mapping!!!!)
In the journey map, I put myself in a new-hired police's shoes and dived into each stage to imagine what he would be thinking and feeling at the previous moment. All the descriptions were supported by our interviews, either they were directly quoted from our interviewees / from the surveys, or they were imagination of mine based on the interviews we had. I asked myself over and over again, “If you were the police, what you would be feeling right now? "
While doing the journey map, you are the user who encounters as many problems as possible while using the product. Those frustrations are where design opportunities come in.
Use divergent thinking here!
Nov. 12th: Prototyping
Date Last Updated: Nov. 12th, 2018
We divided the whole system into two parts: Introduction and Courses. I got the Introduction part. Love it!
All the first-time users have to sign up using their officer number before they log in. After logging in, they are in the Overview page in Introduction part. In this page, users can know why they are required to do in this training, what this training is all about and how this training works. In the next page in Introduction part, which is the Outcome page, users can understand what they can learn / what they should know after finishing this training.
When designing these two pages
According to the journey map, helping users understand why they are doing this training is of the highest priority.
I felt it was really important to first impress the seriousness of this issue on the police. "Why DON'T victims trust police anymore?" "What have gone wrong?"
I used a sideface of a victim with all the quotes I found from the survey provided by Anabel about how victims felt about police's response. I wanted police to hear what victims really feel about their response so that they can realize that what went wrong. I believe these real quotes work much better than a sentence saying "This is not just a family issue."
Visualized data always have more power for better understanding and developing a sense of emapathy.
”Can you protect me?“ Yes, the police can and they should! It is their job to protect people! Do you feel how helpless these victims are feeling?
Icons were used to help users know what this training is all about. Also this boosts the users' confidence while using the training system.
Always ask yourself, "Why users are using this product?" You should know it, so should them.
Giving users a sense of control is very important when it comes to usability.
Here comes our final prototype!
Feedback on the Prototype
We had some wonderful feedback from COURAGE partners.
Highlight of our design:
Emphasis on connecting with community resources is good
The upfront part with statistics about why this is an important issue is good.
Suggestion & Things to think about
Allow the police to discuss about / talk through an issue . Provide some section like small group discussion.
How to make this training more meaningful / appealing.
What if police from different position all can keep track of the progress overall?
Sidebar can be hidden after one module has been selected
Date Last Updated: Nov. 16th, 2018
It is not a easy one
Personally, I think I made a rather progress in teamwork this time.
Even though there has been some drama in the teamwork this time and being caught in the middle is tough indeed, I did my best to keep positive and encouraged / calmed both sides.
Never give up no matter what has happened.
Never say any discouraging words to your teammates. It does affect others' morale.
I even went through a computer crash while prototyping. It was really frustrating but as a coder, I fixed it myself and didn't let it get me. I drew all the interface on paper and did all the iteration on paper, too. Well, life happens. Never let it get you!
So, learned a lot, again!
I am becoming a better version of me. I know that.