Four insights, four design requirements
180+ survivor interviews, 75+ street interviews in New York, and two surveys (n=91, n=97). Four patterns kept coming up, and each one became a design requirement.
WHAT WE HEARD
WHAT IT BECAME
"I didn't know where to go."
Start from the situation, not the service
"I was scared someone would see."
Discreet Mode and one-tap Quick Exit
"It was too much to read."
One next step at a time, in plain language
"How do I know it's real?"
Verified listings, visibly marked
42%
named fear of judgment as their top barrier
4
artifacts: affinity map · ecosystem map · journey maps · service blueprint