Trauma-Informed Design: Meeting Users Where They Are
Creative Director Paul Evans and Founder Steve Hawkes discuss how they collaborate.
Designing for users in distress isn't just an aesthetic choice, it is an exercise in humility that runs from the first pixel to the final line of code. To build platforms that genuinely 'do no harm', creative and technical teams must work together.
Below, Creative Director Paul Evans and Founder & Director Steve Hawkes share their distinct but connected perspectives on trauma-informed design, demonstrating how we move beyond simple compliance to create spaces of genuine dignity and safety.
What does it really mean to design for people who might be in pain, scared, grieving, or overwhelmed? Trauma-informed design is an extension of user-centered design that asks this question seriously and changes how we build digital products as a result.
Traditional user-centered design puts the user’s goals at the heart of every decision. It better balances helping people get things done over prioritising organisational need. Trauma-informed design goes a step further. It recognises that some users arrive in a heightened state of distress or vulnerability: after an accident, receiving a difficult medical diagnosis, losing a loved one, grappling with self-harm, or experiencing something we – perhaps from a privileged, trauma-free vantage point – may not even be able to imagine.
In those moments, cognitive load is already high. People are processing a lot internally and have less capacity to deal with external complexity. To a lesser extent, most of us will be familiar with the feeling: you’re stressed, your world feels smaller, and even simple tasks suddenly become hard. In that state, a confusing website isn’t just inconvenient; it can actively make things worse.
Trauma-informed design responds to this by working to reduce cognitive load wherever possible. It aims to present information simply, calmly, and clearly, so users don’t have to fight the interface to get what they need. That can look like:
- Using plain, direct language rather than dense or technical copy
- Avoiding words and phrases that may be needlessly triggering or provocative
- Choosing photography that doesn’t sensationalise or intensify distress
- Structuring content so that users can find what they need quickly, without having to decode layout tricks
Visual design plays a role, too. Each extra decision a user has to make is another demand on their already stretched capacity. Limiting type styles, avoiding ambiguous colour coding, and creating a natural, predictable flow down the page all help users move through content without stopping to interpret the interface itself. The goal isn’t to eliminate all visual interest, but to make sure that nothing about the design forces a moment of “What is this doing here?” before the user can carry on.
Tools and standards can support this work. Writing to a lower reading age and applying principles like Easy Read often improves outcomes for everyone, not just for the groups it was originally designed for. When content is simpler and clearer, conversion tends to increase across the board.
At its heart, trauma-informed design is an exercise in humility. Designers cannot assume they understand what someone in crisis needs. Lived experience is critical. That means seeking out, and listening to people who have been there, acknowledging that they are the experts in their own context, and learning what helped them – or what failed them – when they needed support.
Trauma-informed design is not about fixing people. It is about walking alongside them for a while, doing more of the hard work so they don’t have to, and making sure our choices don’t add to their burden. It asks us to meet users where they are, especially when their world feels like it’s falling apart, and to design in ways that see them, respect them, and quietly help them move forward.
Trauma-informed design can and should be integrated into every stage of a web development process—not as an afterthought, but as a guiding principle to ensure that digital products are safe, empowering, and inclusive for all users.
Designing for safety and trust from the outset
A trauma-informed web project begins by recognising that any user may have lived experience of trauma, and that digital interactions can either help or harm. This means adopting a “do no harm” mindset in initial discovery sessions—identifying potential triggers in content, language, visuals, and interaction patterns, and establishing guidelines to avoid them. Transparency about data use, security, and content warnings builds trust, while predictable navigation reduces cognitive load and anxiety.
Embedding user empowerment and choice into functionality
Empowerment comes from giving users clear choices and control over their interactions. In practical terms, this can mean allowing people to opt in to certain content, choose how information is displayed, or easily pause/stop animations and audio. Feedback loops—such as clear confirmation messages and the ability to undo actions—give users confidence and reduce feelings of helplessness. Accessibility measures, when applied with empathy, support not only compliance but also dignity.
Iterative design informed by lived experience
Throughout wireframing, prototyping, and testing, collaboration with people who have lived experience of trauma ensures the product genuinely meets their needs. This involves designing feedback processes that are psychologically safe—avoiding pressuring users to disclose personal stories, offering anonymity, and respecting emotional boundaries. Co-design sessions can uncover subtleties in tone, layout, and flow that automated accessibility testing alone can’t catch.
Development practices that reinforce psychological safety
The build phase should preserve the intent set during design: no hidden surprises in interactions, error messages that are calm and constructive, and content loading that feels stable rather than jarring. Backend decisions—such as safeguarding sensitive user data and minimising invasive tracking—directly impact whether users feel safe. Testing should include not just functionality and accessibility, but also emotional safety scenarios.
Sustaining trauma-informed principles post-launch
Trauma-informed design is not “set and forget.” Ongoing content updates, feature changes, and community interactions must continue to follow the established guidelines. Moderation policies, crisis referral mechanisms, and clear reporting channels keep the platform supportive. Periodic user feedback cycles ensure that changes do not unintentionally introduce harm.
By embedding trauma-informed principles into every stage of the web development process—discovery, design, build, testing, and maintenance—you create digital experiences that are not only functional and accessible, but also compassionate, trustworthy, and empowering. In doing so, you meet a deeper standard: one that treats every user as a whole person.
Ready to build a safer web?
Designing for distress is complex, but you don't have to navigate it alone. Whether you need a safety audit of your current platform or a technical roadmap for your next build, we are here to help you find the right solution.