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Designing With Extreme Empathy: How to Build Products that Support People in a Crisis

As designers, we often talk about our responsibility to design for stress cases. But what if you had to build a product that was only used during the most stressful of times? That’s the challenge that Facebook’s Crisis Response team faces every day. In this talk, I’ll share best practices for designing for people in crisis and focus on how the words you use in a product can support users when through stressful experiences.

As designers, we’re taught to champion empathy for people who use our products during stressful situations, but what do you do when everyone using your product is gong through a crisis? That’s exactly what Facebook’s Crisis Response team does when we build tools that help people communicate with friends and family, share their safety status, offer and request help and more. In this session, I’ll share how we’ve used qualitative and quantitative research to understand our users’ journeys and provide a toolkit for building products that support people when they’re dealing with stressful real-world experiences. People who attend this talk should walk away with a deeper understanding of the needs of people affected by crises and ideas of how they can apply these learnings to better serve people who use their products in times of stress.

Aubrey Bach

Like most content strategists, Aubrey Bach has been a content strategist for longer than she’s known what content strategy is. For over 10 years, she’s been the voice of online experiences that help people navigate challenging topics like health insurance, salary negotiation and pay equity. Now, as a content strategist on Facebook’s Social Good team, she helps create products that help people become more resilient to crises, find mentorship within the groups they belong to on Facebook, and increase the supply of safe blood across the world.

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