Tech4Good South West: Designing a live chat service for women experiencing domestic abuse

Women's Aid national charity have been working in partnership with cxpartners ( to build a live chat service that has survivors at the heart of everything that is designed.

Women’s Aid wanted their new digital service to be flexible to adapting to these changing needs to ensure that they continue to provide support in a way that women feel safe and comfortable accessing. They took the bold step to begin working on developing a live chat service to meet these shifting needs and to reach more women.

In this session Emma Howell ( will share her approach to research with survivors and individuals experiencing domestic abuse, how safety was considered and planned for and the importance of content design. Emma will also talk about getting an organisation ready to support a service like this.

Emma Howell is formerly of cxpartners and is now a UX designer for Essex County Council. Emma has 13 years of research experience, starting in academia before finding her way to crafting lovely services in the public and charity sector.

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