“I mean, I can lift a shovel”: Design Skills in Disaster Response
Summary
- Optimizing data collection to better triage the needs of flooded homeowners (and the data systems being used by the FBI to take down a corrupt contractor)
- The importance of service design and cultural competence in food distribution
- Contextual research for a mobile application on a shrimp boat at 2am
Key Insights
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Disaster response benefits from diverse design skills including service design, visual design, database design, and user research.
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After Hurricane Katrina, lack of inclusive service design led to services being used more by volunteers and workers than by those directly impacted.
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Data management evolved from scraps of paper to shared Google Docs, which later served as evidence in a federal corruption case.
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The Deepwater Horizon app failed because it ignored user context like literacy levels, connectivity issues, and cultural communication preferences.
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Effective communication in crises requires rapid iteration and user-centered redesign, as exemplified by Luna Moore's work improving ExxonMobil’s COVID-19 emails.
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Disaster recovery phases include preparation, warning, impact, relief, recovery, and stabilization, each requiring different design approaches.
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Core disaster response teams should blend locals close to the disaster with remote helpers to leverage emotional stability and resources.
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Minimizing user stress by simplifying communications and providing direct human contact is the most important design principle in disaster recovery.
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User research in disaster settings relies heavily on in-person observation and conversations, rather than formal surveys or digital tools.
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Designers are rarely formally recruited for disaster response; they must be proactive in identifying problems and plugging in to help effectively.
Notable Quotes
"Our design skills can help to create Clarity in times of Chaos."
"Most services were being used by people not directly impacted by the storm but by construction workers and volunteers."
"We turned all of these files in boxes into an Excel file, and then into a shared Google Doc accessible to multiple people."
"The app was a huge flop because we let our excitement about helping people let our design principles slide."
"Designer Luna Moore transformed our COVID-19 emails and noticeably changed employee behavior."
"Minimizing a user’s stress is the best possible design principle for disaster recovery."
"Disasters aren’t just big front page events, they include minor crises like loss of a loved one or housing insecurity."
"Communication with users will be primarily in person, over the phone, or maybe some texting—not surveys."
"FEMA is not going to stand up a UX department; it’s our responsibility to witness and find ways to help."
"Be extra patient and gentle with people, especially if they don’t pick up your call after a disaster."
Or choose a question:
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