Creating an Emotion-Focused Coping Tool for Human Service Professionals






Project Type
Service Design, Human-Centered Program

Duration
2 Weeks

Role
Design Researcher
About

This concept project is designed to create a tool that helps human service professionals better cope with emotional stress, particularly compassion fatigue. By utilizing a visual mental imagery model and the act of writing, the tool enables professionals to quickly become aware of their current emotional state. Our goal is to support these professionals in preventing further harm to themselves and the communities they serve.






Project Background                    



In the service industry, there is a growing trend of mental and emotional erosion among workers, largely due to the need to empathize with the traumas of the people they serve. Emotional stability is crucial for human service professionals, as their work revolves around addressing the needs of others.

To explore this issue further, we conducted secondary research.





Research



Research Objectives                         

  • Understand the roles and responsibilities of human service professionals.

  • Identify and evaluate existing coping strategies for maintaining emotional stability.






Research Questions                                                                                       
  • What are the specific roles and responsibilities of human service professionals?

  • What types of tasks do they perform regularly?

  • What emotional challenges do human service professionals face in their work?

  • What existing methods are used to measure and support emotional stability among human service professionals?






Results



                                                                                                                                                                                                                                                                 

Overview of Human Service Professionals and Their Roles


  • Human service professionals are individuals engaged in roles focused on addressing and fulfilling human needs across various sectors.

  • This broad category includes community organizers, caregivers, social workers, medical professionals, designers, and others whose work is dedicated to supporting the well-being and development of individuals and communities.

  • These professionals operate in diverse fields, unified by a common goal: to enhance the quality of life and meet the essential needs of those they serve.




                                                                                                                                                                                                                                                                 

Compassion fatigue of human service professionals

  • Within the service industry, there is a significant trend of mental and emotional erosion among workers, largely due to the need to empathize with the traumas of those they serve.

  • According to recent studies, nearly 70% of human service professionals report experiencing symptoms of compassion fatigue.

  • As a result, emotional stability has become critical in this field, highlighting the urgency of addressing what is often referred to as the compassion fatigue crisis.






                                                                                                                                                                                                                                                                 

Less empathy with existing methods for emotion measure


  • About 78% of mental health assessments are conducted using standardized questionnaires.  However, these assessments often lack empathetic engagement, making them feel impersonal and less effective in addressing emotional nuances. Here are notable limitations:

  1. Cold and Impersonal Language: The format of many questionnaires often includes language and terminology that can feel cold and culturally insensitive, which may alienate participants.
  2. Diagnosis-Driven Recognition: Recognizing one's emotional state typically relies on a diagnosis by professionals, limiting individuals' ability to self-assess without professional intervention.
  3. Infrequency of Testing: These tests are difficult to administer on a regular basis, making it challenging for individuals to consistently monitor their emotional stability.
  4. Lack of Imagination and Reflection: Few assessments require participants to use imagination or reflection, which are crucial for a deeper understanding of emotional stability.








Design Challenge


How
might we create a tool for human service professionals to self-assess their emotional state without relying on impersonal, standardized questionnaires?

Our Solution 



Create a chill and engaging tool that combines visual stimuli, creative writing, and a group setting to help human service professionals access and process their emotions in a supportive environment.





Idea Development



                                                                                                                                                                                                                                                                 
Visual Elements

What would be the best type of image to get an emotive story?


We initiated our tool testing with three types of images: abstract, partially readable, and recognizable object illustrations.

User testing indicated that:

  • The more recognizable the object, the more perceptive and insightful the users' responses were. 
  • While recognizable images elicited responses that aligned more closely with our desired outcomes, these responses were generally brief and did not strongly correlate with the individuals' emotional states. 
  • This suggests that while recognizable imagery has potential, further refinement is needed to enhance the depth and emotional relevance of the responses.



                                                                                                                                                                                                                                                                 
Writing Element

How can we frame the guiding question to extract one’s emotion?


  • Recognizing that recognizable imagery alone was not sufficiently communicative, we identified the need for intentional writing prompts to help users engage more effectively in the activity.

  • We also tested various types of questions, ranging from straightforward ones like "What do you feel?" to more abstract prompts such as "If you were described as weather, what weather would you be today?"

  • Users found abstract prompts more engaging and enjoyable, as they provided a safer space for emotional exploration while minimizing the risk of triggering trauma or stress.






writing prompt sample used during testing



                                                                                                                                                                                                                                                                 
    Group Setting

    Testing the Activity in a Group Environment


    We tested the activity—choosing a recognizable object image and writing a related story—in a group setting with five participants. We conducted three sessions: one internally and two externally.

    During the tests, several key observations emerged:

    • Enhanced Engagement: Conducting the activity in close proximity to others significantly boosted participants' enthusiasm and engagement. This format effectively elicited the desired responses.

    • Emotional Correlation: There was a strong link between the stories participants created and their emotions, with many openly expressing their feelings through the narratives. This confirmed the effectiveness of the exercise.

    • Need for Guidance: Despite the success, we found that the activity lacked sufficient guidance. Without our facilitation, participants struggled to understand what to do or why it was important.












    Final Concept  


     

    Instruction                                                                                                                                                                   

                                                                                                                                                                                                                                                             


    Select Cards
    Randomly choose one mood card (question card) and two object cards.



    Reflect and Write
    On a piece of paper, write your response to the prompt on the mood card.


    Create a Story
    Combine the two objects with your written response to craft a story.


    Share
    Once finished, share your story with your colleagues, either openly or anonymously.



    Package                                                                                                                                                                       

                                                                                                                                                                                                                                                             


    Manual
    A pamphlet with a card game that guides users through the experience, including step-by-step instructions, an example layout of the story, and descriptions explaining the significance of each part of the activity.




    Cards

    Includes 20 object cards and 20 question cards.





    Packaging

    A simple, approachable card box.



    Stories

    Reflect on how different stories can reveal various emotions and insights about your feelings.