Building safeguarding into user research plans

NHS England defines safeguarding as the protection of a person’s health, wellbeing, and right to live in safety, free from harm, abuse, and neglect. Safeguarding in user research means minimising the risk of harm to anyone involved – participants, user researchers, or observers.

In user research, the harm might be emotional or psychological. For example, participants could feel:

• overwhelmed
• anxious
• upset by a traumatic event
• like they are being compelled to discuss information that they do not feel comfortable sharing or do not want to share

Harm can also be physical. This does not necessarily mean that people will be physically hurt by participating in user research, but that they feel there is a risk of this occurring. For example, participants might feel at risk of physical harm if they:

• feel unsafe in a certain location
• are asked to travel or meet in public when they would prefer to be at home
• are left alone without their usual support network, such as a parent or carer

User researchers are also at risk from these types of harm. If user research is not carefully planned or if the user researcher is unprepared to discuss certain topics, a session can become upsetting or distressing for them, which can then also affect the participant. In some cases, participants may also become aggressive or violent, which can put the user researcher at serious risk if proper safeguarding measures are not put in place.

In the next few steps, we will learn about different ways that we safeguard everyone involved in user research. We will start with building safeguarding into the planning and design of user research itself.

Safeguarding measures in user research planning

Safeguarding is about protecting everyone involved in user research. Even though you cannot plan for everything, there are many things that can be anticipated and safeguarding measures put in place to reduce the risk of harm. Being prepared for a range of scenarios also means you will be better able to adapt if something unexpected happens. As your experience grows, so will your ability to recognise risks early and respond confidently in the moment.

Before you conduct any user research, there are a number of essential safeguarding measures that should be built into the user research plan. Let’s explore these in more detail.

Review team and organisational policies

Your first step should always be to familiarise yourself with safeguarding policies that apply to your user research. This includes both your team or organisation’s general safeguarding guidance, and any specific considerations related to the user research setting, such as:

• who you’re researching with
• where the user research will take place
• what topics may be discussed

This is essential if you are just beginning your career as a user researcher, but even experienced user researchers should always ensure that you stay up to date with the latest and best practices. Where possible, you should also contribute to conversations regarding how safeguarding policies are developed and improved.

User research planning should also include a risk assessment, which we will learn about later this week.

Organise user research sessions in safe locations

User research should be conducted in locations where both participants and user researchers can feel calm, safe, and comfortable. This is important for physical safety as well as ensuring confidentiality and privacy.

Some user research takes place in office spaces that have established safety policies and procedures, but some user research requires travel to different locations. You should always avoid isolated areas or any setting that could become uncomfortable or unsafe.

If either the user researcher or participant feels uncomfortable with a suggested location, even if it is in a neutral public space, then the user research must not go ahead until an alternative location is found.

Consider accessibility and different needs

When planning user research, you must always consider that some people may have needs that require different support measures to enable their participation.

For example, some participants may use a wheelchair or have reduced mobility, so spaces must be physically accessible. Other participants may require hearing aid loops or require the support of an interpreter if English is not their first language or they communicate in sign language.

Accessibility also includes the experience of arriving at a location. For instance, some participants may struggle to stand in a queue to enter the location, so providing seating or an express route can make a significant difference.

You must also consider that some participants may have additional needs relating to health, such as needing to wear a facemask or take other precautions to prevent illness. Some participants may also require someone to attend sessions with them, such as a parent or carer.

Finally, you may have your own needs as a user researcher. Ensuring that these needs are met protects both you and the participants from harm, while also ensuring fairness and equity in the user research process.

Avoid conducting off-site user research alone

Some user research requires user researchers to travel to different locations to meet participants, sometimes in their homes.

User researchers should always have a colleague present – this is both for safety and to assist with the user research through observation or notetaking. User researchers should always notify colleagues of their location and the schedule for the day so that someone can check in on them if necessary.

Always have an exit plan in place

User researchers should always have a clear plan for how to end a session, both for sessions that end as planned, and for sessions that you feel the need to end early.

If a session becomes unsettling or potentially unsafe, user researchers should have a clear plan to leave safely and seek support. This can be something like a phrase or signal that the user researcher agrees in advance with their colleague that notifies them discreetly that the user researcher wishes to end the session. You should also consider your physical position in the room – avoid putting yourself or supporting colleagues in a situation where the participant is between you and the exit.

Even when sessions run smoothly, it is important to end them in a way that supports the participant. This should include checking they are comfortable with how the session went, explaining how their data will be used and protected, and signposting any further planned user research, or additional resources or support networks.

Participants should also know that they have an exit plan. At the beginning of the session, make it clear that they can pause, skip questions, or withdraw at any point if they do not feel comfortable.

In the next step, we will learn about safeguarding during and after sessions.

Task

Consider the following scenario:

You are conducting a pop-up user research session in a public space, such as a library. Pop-up research means participants are not recruited in advance – you get people involved while already in the space.

How would you ensure that you have appropriate safeguards in place to conduct this research? It might be helpful to consider the following questions:

• what do you need to consider before attending to ensure the safety of participants and the user research team?
• how will you gain informed consent?
• how will you collect and store data securely?
• what safeguarding measures would you put in place for example, around location, accessibility, or exit planning?

Share your thoughts with your fellow learners in the comments below. If you are unsure, do not worry – this is just an exercise to get you thinking about safety, not to write an actual plan.