buffer

service design
ui/ux
2022
6 weeks

This project is focused on lowering the threshold for youth taking action, and receiving assistance, when they feel something weird is happening on the internet.

tools & methods
Figma
After Effects
Illustrator
Participatory Design
Prototyping
Design Ethnography
Workshops
collaboration with
the team
Lukas Moro
Tobias Ertel
Amanda Wallgren
background
This project was a collaboration between Umeå Institute of Design and the Swedish and Norwegian police. Young people often face uncertainty when considering reaching out to the police about online issues. The police wanted us to explore what a relationship of trust and support could look like—one that would lower the threshold for seeking contact.
outcome
The outcome of our work is BUFFER, a collective initiative where various organizations, including NGOs and the police, come together to guide youth in the online world. Buffer aims to make it easier for young people to seek help by offering a platform that is accessible both in both the physical and digital world. The platform helps youth express what they need without requiring them to articulate it in words, and the Buffer community is designed to proactively approach the youth, rather than forcing them to find the right help on their own.
my role
I was responsible for planning and preparing workshops with the team, creating prototypes, and acting out different scenarios. I also designed the final look and flow of the Buffer platform in Figma, ensuring it was user-friendly and aligned with the project’s goals.

01/04

the buffer zone

Approaching the police through a Buffer-Zone

Reaching out to the police about an online incident can feel daunting for young people. They may not be sure if what happened is considered a crime, and there is often little understanding of the potential consequences of filing a report. To ease this process, we propose creating a "buffer zone" made up of various support figures, such as therapists, mediators, and representatives from different NGOs. This buffer zone would provide guidance and support to youth, helping them establish initial contact with authorities in a way that feels safer and more approachable.

Scenario using BUFFER

Anna is 14 years old and for some time she has been receiving nudes from a stranger adult. At first, she was just laughing it away with her friends but now it has started to make her feel uncomfortable and angry.

Discovering BUFFER

While visiting the bathroom Anna sees a poster on the wall. She decides to scan the QR code and an App Clip guiding her towards BUFFER opens. While exploring the page she gets to read about how the platform can support her and decides to move on and download the full app.

Searching for advice

While at home Anna picks up her phone to open BUFFER. She is guided through some questions on why she is visiting the platform today and answers that she wants advice regarding the unwanted nudes she has recieved.

Getting informed

BUFFER then presents her with information on the topic as well as links to related stories from other youths that has been experiencing the same thing. BUFFER also recommends people/NGOs, that are experts on the subject, that she could reach out to.

Creating a story

Anna is struggling to express her feelings. BUFFER helps her create an anonymous post by suggesting guiding words, making it easier to share. The post connects her with other youths who’ve faced similar situations and offers advice from experts, providing support without the pressure of direct contact with authorities.

A representative from a NGO reaches out!

Sara, from an NGO, notices Anna's post and realizes the situation involves a crime. She asks Anna for permission to invite Sabina, a police officer, into the conversation. Anna agrees, knowing that once a crime is reported, it must be legally followed up. Sabina explains the potential outcomes of filing a report and keeps the chat open for continued support.

Guiding Youths to BUFFER Through Both the Physical & Digital World

Youth's relationship with the police can vary based on where they are from, so they might not always turn to them first for advice. BUFFER emphasizes the importance of collaboration between different stakeholders, such as NGOs, to create a safety net and guide youth toward the right help.

To make BUFFER easily accessible, we aimed to lower the threshold for seeking help. By leveraging both the digital world (through social media and influencers) and the physical world (placing posters in public spaces like bus stations or bathrooms), we encourage youth to explore the app in environments where they already feel comfortable.

02/04

visual identity

Creating a graphic profile for Buffer

Since BUFFER is a collective initiative, with the police as the starting point, it was crucial to develop a brand identity that still would resonate with young people and encourage them to engage with the platform. We focused on creating a visual style that felt both approachable and empowering. The guiding words Brave, Friendly, and Young shaped the design, ensuring the graphic profile appealed to youth while maintaining a sense of trust and support.

03/04

exploration

Participatory Approach & Prototyping

We approached the project with a participatory mindset, aiming to involve all stakeholders through multiple workshops.
To test our prototypes and concepts, we created video prototypes that depicted different scenarios. These videos were shared with the stakeholders for feedback, allowing us to gather their initial reactions and refine the concepts accordingly.

04/04

final outcome & insights

Formulating Insights

As part of the project’s conclusion, we compiled key insights and recommendations for the necessary actions moving forward. These were presented in brochures and distributed to our collaboration partners, the police, during the final presentation. The brochures were intended to serve as internal discussion material for the police, helping them consider the next steps for implementing the concept.

The brochure is divided into five different sections and overarching topics: Foundations, Empowerment, Communication, Structure, and Support.

Learnings & Retrospective

This project made me reflect deeply on the relationship between the participants and the project team, both before and after interviews, workshops, and the project itself. I feel a greater responsibility to keep participants in the loop, ensuring that they are informed and thanked for their involvement. It's important not to just "extract" personal information but to respect and honor the trust they've placed in sharing it. Our group discussed how vital it is to reconnect after the project’s conclusion, share the results, and properly express gratitude to everyone involved.

In one sense this project touched upon a wicked problem. The police want to make youth feel safe and heard, yet their role in law enforcement often makes it hard to foster a trusting relationship. Additionally, a young person’s relationship with the police can vary greatly depending on their background. Through this project, we aimed to shift the focus away from the police being the first point of contact and instead emphasized the importance of collaboration with other stakeholders, like NGOs. This creates a supportive network around youth, helping guide them to the appropriate form of help.​​

Thoughts on workshops: One key takeaway from this project is how to design effective workshops. In our first workshop, we over-prepared with too many elements, which made it difficult to engage the participants effectively. In the second workshop, we simplified the format, which worked much better for activating creativity. Preparing in detail for a workshop can, however, be valuable in narrowing the project's focus, as creating materials forces you to define the direction. Additionally, I learned that the success of a workshop depends not only on its structure but also on the participants' energy and willingness to engage. Moving forward, I’ll focus on creating a comfortable atmosphere before the workshop even begins to encourage open-minded participation.

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