Project Overview
The Problem
The Lalich Center was built from the ground up to provide critical resources, education, and community support to survivors of coercive relationships and high-control groups. Given the sensitive and vulnerable nature of this user group, it was essential that the website felt safe, clear, and trustworthy while ensuring that users could easily access the support they needed.
However, without prior user testing, it was unclear whether the site’s navigation, content structure, and services aligned with the expectations and emotional needs of survivors.
The Solution
To ensure a safe and empowering digital experience, our research team conducted carefully moderated usability testing with survivors, prioritizing emotional safety, ethical research practices, and trust-building. The study identified key usability barriers and informed actionable recommendations to improve accessibility, content clarity, and user engagement.
My Role
As the Lead UX Researcher, I:
- Developed the research plan and usability testing protocol with a focus on trauma-informed research practices
- Conducted one-on-one usability sessions with five survivors, ensuring a safe and supportive research environment
- Synthesized findings using Rainbow Analysis to surface critical insights
- Led discussions to prioritize actionable, user-centered recommendations
- Presented insights to stakeholders to guide ethical and effective improvements
Research Process
Sensitive User Considerations
Conducting research with survivors of coercive relationships required a deliberate, empathetic approach. We followed these key principles to ensure participant safety and comfort:
- Emotional Safety First: Sessions were opt-in only, and participants could pause or exit at any time.
- Building Trust: Language, tone, and framing of questions were carefully chosen to avoid retraumatization.
- Confidentiality & Anonymity: No identifying information was recorded, and participation was fully voluntary.
- Observational & Non-Intrusive Testing: We allowed users to navigate freely and share their thoughts organically, minimizing pressure.
Research Deliverables:
Prioritization Framework
Findings were categorized based on user impact and emotional significance:
- 1 = Critical (Directly affects safety, trust, or accessibility)
- 2 = Major (Affects usability but does not immediately block access to support)
- 3 = Minor (Quality-of-life improvements)
- 4 = Nice-to-Have (Enhancements that improve experience but are not essential)
- X = Positive elements to retain
Key Findings & Recommendations
1️⃣ Critical Issues (Highest Priority for Survivors' Needs)
Navigation & Trust-Building
- Survivors instinctively searched for the "Who We Are" and "Our Services" pages to understand the organization’s purpose.
- Recommendation: Reiterate the Mission Statement on these key pages to reinforce the Center’s role as a safe and credible support system.
- Users expected to find Dr. Janja Lalich’s background more prominently but had difficulty locating it.
- Recommendation: Move Dr. Lalich’s bio and credentials higher on the Who We Are page and feature her expertise and credibility more clearly on the homepage.
Emotional Safety & Community Support
- Survivors emphasized that discussion groups were their primary source of connection and healing.
- Recommendation: Prioritize Discussion Groups over Recovery Courses on the Our Services page and use language that reinforces community, safety, and shared experiences.
- Some survivors were hesitant to immediately join groups and preferred a direct contact option before committing.
- Recommendation: Improve visibility of the Client Intake Form and add an option to request a direct consultation before joining a discussion group.
Financial Accessibility & Transparency
- Participants expressed financial difficulties post-coercive relationships, making cost transparency essential.
- Recommendation: Clarify pricing structures for recovery courses and discussion groups, mentioning sliding scale options or scholarships if available.
2️⃣ Major Issues (Improving Accessibility & Content Clarity)
Understanding Organizational Purpose
- Users viewed "Our Services" as the most intuitive place to understand the Lalich Center's mission.
- Recommendation: Integrate Mission Statement elements into the hero section of Our Services to reinforce clarity.
Discussion Group Information
- Survivors wanted more details on what topics were discussed before joining.
- Recommendation: Provide brief descriptions of discussion topics and session availability on the Discussion Groups page.
3️⃣ Moderate Issues (Enhancing Clarity & Experience)
Search & Navigation
- Users found the "Our Resources" page somewhat overwhelming.
- Recommendation: Improve the content hierarchy and add brief descriptions under each resource to guide users effectively.
Discussion Group Information
- Users wanted reassurance that their financial and legal concerns could be addressed in groups.
- Recommendation: Add a section clarifying that topics such as legal, financial, and emotional recovery can be discussed in group settings.
4️⃣ Low-Priority Enhancements (Nice-to-Have Features)
- Users expected a direct email submission option for easier contact.
- Recommendation: Add a quick contact form in the website footer.
- Survivors anticipated external resources on legal or financial aid.
- Recommendation: Introduce a curated list of vetted external resources where applicable.
Impact & Next Steps
Stakeholder Actions Taken
- Dr. Lalich’s profile has been repositioned to highlight her expertise and credibility.
- Help & Support visibility improvements are in progress, including clearer pathways for survivors to seek help.
- The Discussion Groups section is being revised to provide more transparency on topics and accessibility.
Impact on Survivors
- Increased Emotional Safety: Survivors can now more easily find trusted support without additional stress or barriers.
- Stronger Trust & Credibility: Featuring Dr. Lalich’s credentials and survivor-centered language builds confidence in the Center.
- Higher Engagement & Accessibility: Improved navigation, discussion group visibility, and cost transparency encourage more survivors to seek help.
Conclusion
This research played a critical role in ensuring that the Lalich Center’s website meets the needs of a highly sensitive user group. By focusing on navigation, credibility, emotional safety, and accessibility, we provided recommendations that will enhance survivor engagement and trust while minimizing barriers to support.