Project details
The Domestic Abuse project set out to find out how people in Somerset currently access support services for Domestic Abuse, their priority needs and aspects of accessing support that they have found difficult. We wanted to know what works well for those accessing information and support and how this could potentially be improved.
Domestic Abuse can affect anyone of any age. We wanted to know if the needs of each demographic are met and if users recognise that Domestic Abuse services are for them and feel able to access them. We also wanted to find out the experiences of those referring or signposting, what tools and resources they would find most helpful to ensure that those affected can get the help they need.
The purpose of the research was to identify how we might achieve the following vision:
Approach
We gathered sentiments from 113 participants in the form of surveys, one to one depth interviews and focus groups. Participants included those who have been affected by Domestic Abuse, friends, family and other support networks as well as professionals signposting or referring into the service.
Phases
Discovery
Research to understand the needs of those affected by domestic abuse and how residents currently access help and support. Research to understand the needs of professionals referring or signposting those affected. To understand what the domestic abuse digital offer should look like and work with the service to find out what a desirable, feasible and viable outcome would look like.
Alpha
To understand key user journeys and what features users need.
Usability testing to test initial designs and identify user pain points.
Beta
Launch of Somerset Domestic Abuse Support website. Testing of public Beta phase, initial review and improvement.
Research documents
User stories and personas
Dan is concerned about his son and that he maybe in an abusive relationship.
Hannah is in the early stages of her career and occasionally needs to make a referral for people experiencing domestic abuse. She works in a busy setting and feels stretched.
Harriet has one primary school aged child and she has a child custody arrangement in place. She owns her own home and lives away from her family.
Leila lives with her partner and infant twins. She has a visual impairment. She feels financially trapped and does not have any community support.
Lisa works part-time and has three children who are in school. She lives in rented accommodation and is financially dependent on her partner.
Mark is a locum GP working in a busy family surgery that is oversubscribed and understaffed.
Sam is an educational professional working in further and higher education. He is an extremely busy resource with safeguarding responsibilities.Within his role he supports students with a broad range of needs for which he relies on liaising with appropriate services.
Sophie is a college student and works part-time. She lives at home with her mum who was a victim of domestic abuse when Sophie was younger. Sophie suffers from social anxiety.
User journey maps
Somerset Domestic Abuse Support - User journey maps
User insights
Somerset domestic abuse support - user insights