Words that save lives - designing compassionate crisis support content for LGBTQ+ young people when every word matters most.
The new website had a lot of really important goals. Its primary purpose was to give easy access to life-saving services where parents, prospective volunteers, donors, or professionals can discover the resources they need to support them. Our team was able to simplify a complex architecture to make the site clear for all audiences, with reach a counselor or donate to the cause easiest to find.
I worked with The Trevor Project's clinical team to understand the nuances of crisis communication. What makes someone feel safe enough to reach out? What language inadvertently creates barriers? How do you balance urgency with calm?
We rewrote entry points to feel welcoming rather than clinical. Developed inclusive language guidelines that respected diverse identities. Created clear pathways to different levels of support.