 Hey, everyone. Good evening. So my name is Tarkesh. I'm from QD42. I'm a UX designer mostly, but I also deal with UI design. And we are a full digital service agency in India. And today I would be talking about designing for privacy, where you balance your user needs and data security. And we will actually find out how one could balance both of them without compromising the UX of a digital product. And a small disclaimer also. I am speaking for the first time outside of India. And I might start at few places. So please bear with me, OK? So the content, basically, what we'll be covering is what is data privacy. Most of the people have different perceptions of what data privacy is actually about. And we would be also speaking about user expectations of digital products and how to balance user needs and privacy. So in here, this particular section, I would be talking about a case study for UNICEF, Laha. So it's an initiative. So Laha is a virtual safe space. It's an initiative by UNICEF, which aims to support gender-based violence in emergencies. So victims of gender-based violence in emergencies and how we have actually built out a feature for Laha. And so in this particular case, we had a very different or exceptional pain points from the users of Laha platform. And it's only for girls and women in conflicted areas. And I'll also tell you about how we have actually found that balancing factor between data privacy and still maintaining and tackling the user needs. So without waiting any further, I would like to get started. And I would like to have a few minutes. So I'll let you read how users perceive what data privacy is. So what data privacy means is that it's the prediction of personal information and management of how data is collected, shared, and used. So one thing we have to keep in mind is that we are speaking in terms of UX right now. And from design point of view here, it's not only about how data is collected and stored. It's all about how you also ask for the personal information or how you're informing the users how the data is going to be shared and used across. A famous statistics by Edelman revealed that 81% of the consumers consider data privacy as their fundamental right. And there's also another statistics which says that it's from Global NGO Technology Report, which says that 92% of the NGOs right now are concerned about their data privacy. And it has been a growing concern across the NGOs. And actions are also being taken by the organizations and the NGOs to tackle this. So this gives us another question, which is that does data privacy actually prevent a better user experience? So let's see what users expect from the digital products. So all that user needs is that they want usable products which are reliable, fast and performant, accessible, and which are personal and contextual as well. So as you all know, all these factors make a good user experience. But one might be actually thinking, what do these factors have to do with the user data? So now we can actually relate the search suggestions, which you usually see in Google and any other search engines. They actually use all your personal user data, which will enhance the user experience and make it more efficient. And this is how usually organizations use the user data to enhance the user experience. And another example is that accessibility features also can be enhanced with the user data, such as themes and color schemes and sizes, which help in increasing the accessibility or maybe personalizing the accessibility for the digital products. And there's also personalization, which is a major feature where every other digital product builder will actually rely on the personal data or the user data, such as providing specific locations and building more contextual information and personalizing blogs and content based on their user interests and data. So now that we all understand that user data is quite important in making a good user experience. And so all these are the factors of good experience. So to meet all these factors, we would need good amount of user data. But can we actually meet the user expectations without having to compromise on the data privacy? So let's just recap what all we have covered until now. So a quick recap is that we have established user needs are nothing but they all need a good user experience. And we have also established that for designing a good experience, we will need some amount of user data. And we have also perceived from the statistics and growing concerns around the privacy is that users are actually considering privacy as their fundamental right as well. Hence to satisfy the user needs, we have to design experiences which doesn't compromise the privacy of user data. But how do we actually design experiences which satisfy both the user needs and data privacy concerns? So for that, we'll have to find a fine balance between user needs and the data security without compromising on the user experience. So I will actually tell you how did we find that balance while we designed a user forum for Laha. So Laha is what I've mentioned earlier. So it's a UNICEF's initiative to find gender-based violence in emergencies. So before jumping into the nitty gritties and how we have actually designed the forum, I would like to tell a few words about what Laha is actually about. So Laha is a safe space for women and girls. And it aims to provide information and services on sexual, reproductive health, and gender-based violence. And it aims to promote all the resources for women and girls in a very safe, culturally appropriate, and accessible to adolescent girls and women. And it also has information in a very fun and creative and a positive way. So the challenge is that we have to build a user forum to find support, ask questions, and seek answers and services. Because until now, what Laha does is that it's just one-way communication. So UNICEF usually puts up the resources on Laha platform, but there's no two-way communication back from the users. So hence to tackle that, we have to build the user forum, which we have envisioned to kind of give a peer-to-peer support through the platform. And what was our approach was that we started off with the design process, which is the user research. And in the user research, we've done some desk research. And we've kind of understood what kind of users are we designing this for. And so we've conducted some workshops with the stakeholders of UNICEF and as well as with the users as well, the prospective users. And goals, we also understood that what goals, short-term and long-term, UNICEF wanted to achieve with the forum. So basically, we have understood and kind of divided the personas while we started to design this forum. We've kind of understood there's an age group of girls that we have to design 12 to 14 years. And there's also another age group of girls where we had to design for 15 to 17 years of girls. And then there's also teenagers of girls and adult women as well. Now, so having understood all this during the discovery phases, then we started out with conceptualizing the features for all personas. And basically, we have started with the wireframes. And this is a prototype, which you're seeing right now. And after putting down all our ideas based on our findings and the wireframes, we have actually tested out with interactive prototypes in Lebanon and Venezuela. So these are the prototypes that we've built. And we've built in multiple languages so that we still maintain a relatability with the users. And so based on our testings from the real users, we've kind of iterated the designs. And it's still ongoing project right now currently. We are in phase two, which we are still iterating with the forum users. And I would also like to mention that we are not deep diving into the process. So I'll be covering mostly the insights about the data privacy and the user experience expectations of the platform. So the main insights what we got was low digital literacy users. And since we are actually dealing with the users who are from conflicted areas, and they don't have a lot of digital literacy using digital platforms, and we also had to deal with very low internet connection. And we had to deal with, so these were the major pain points of the users. And another important pain point is that confidentiality of the users. Because we are trying to give support and information to the users or the victims, which who are actually took some actions against gender-based violence in emergency. So confidentiality of the users was the most important insight that we have got. Because in most of the cases, if a woman is seeking help, there might be a good chances that their relatives might actually see what they are trying to put up on the internet. And there were actually a few cases where we heard from the users while we were doing discovery that they might actually face a life threat. And due to the nature of the product that is Laha, usually sensitive topics are discussed. And sensitive topics resources are also shared by the UNICEF. And there's also a good amount of chances that there'll be unsafe device usage as well. And there'll be also abusers of the platform, since this platform only caters for girls and women. Now based on all these major insights related to data privacy and the user experience, I'll be sharing a few features that we have designed which can tackle these insights. So this is how we've actually designed the forum to be. So for tackling the low digital literacy users and confidentiality of the users, we've kind of gathered zero personal information. But all of you might be wondering, actually, how did we even manage to design and build a forum without using personal data? So we started off with ideating on how we could actually solve this, keep the confidentiality of the users, but yet give a peer-to-peer experience. So we thought we can actually use random names. And Drupal has really helped us here. We have customized the user registration process of Drupal and to process and prioritize the user anonymity. And we've also considered the challenge of account recovery here. So because since we are not having any kind of personal data which is being taken, neither emails or neither mobile numbers, so we had a challenge of how to actually recover an account in case a user name is being forgotten. So we came up with security questions. So that was quite simple, yet effective. So we have built up a set of security questions at the Drupal back-end, which could be used across various domains because Laha is actually personalized for countries and regions and based on different ethnicities as well. It's not a single domain that we are using all across the world. So it is actually customized for country-specific needs. Then since we are not using any kind of personal information, we wanted to understand how do we still maintain relatability and personal feeling for the users while we are not kind of having any personal information being taken. So we wanted to have avatars. So avatars could be customized based on the countries and the ethnicities as well. And for tackling the low digital literacy of the users, we had to give out contextual information and guided tours. So everywhere across the user forum, we had designed it to be as descriptive as possible. And we have given out guided tours all across the site. And be it from asking a question, sharing your answers, how one can actually do that. And this is actually accessible with very low internet access as well. Most of the websites you see or the platforms, they have a very small checkbox saying that you can read our policies. But it was not this case for this platform, especially, because we have to educate our users about what were the policies. And we have actually embraced these policies. So we have given out on the home page and all across while registering as well what were the policies. And we have actually informed the users. And we were actually very transparent as well while we wanted to build trust within the community. So we've also set out guidelines. It's not one huge sheet of guidelines one could actually read. So we've kind of distributed these policies into separate or small sections of guidelines, which could be accessed at various points, touch points across the platform. There would be a specific guidelines while asking the question. And there would be specific guidelines while commenting and so on and so forth for registering as well. Now, since we are dealing with sensitive topics, and we also wanted to maintain the confidentiality of the users, and we also had a threat of there would be perpetrators of abusers. Hence we set up a very robust moderation policies. So every comment, every question that would be posted from Blaha would be first moderated. And these moderators would be from UNICEF who would be going through every question and comment before it is being posted to the public. And one of the example I've shown you here is how the dashboard for the users would be looking. So this is one of the questions which could be in review and questions which are rejected. And we also embraced why was it rejected and how could such a question could be published by giving out certain factors which could help them in coming up with the question or rephrasing their question. And we also had reporting as a feature because we also thought there might be few instances where moderator could actually miss a certain question or a certain comment which could be threatening for someone else. And that is why we had come up with reporting and we wanted to swiftly address these privacy concerns and enforce the community guidelines with the reporting system. Now that I come from a design background, I'm not so much into Drupal technology but we kind of understood how Drupal could be used to further enhance all these security processes that we could do. So we've used text processing and filtering of Drupal so which was actually instrumental in finding the sensitive words and eliminating these sensitive words and these could be flagged at the moderator's admin. Now these are few security modules we have used because there was also a concern where the session limit has to be tweaked. It's not like every other website. You still maintain a session. So we've used session limit settings. We've also used Sec-Kit, that is security kit and we've customized all these settings to enhance the user experience yet balance the privacy concerns of the users. So these were a few features we've used across Laha user forum. So it's not very difficult to balance the data security and the user needs as well. So all we need to understand is this. User needs are nothing but they need a great experience and we also understood that we need some amount of user data while designing for a good experience. Hence from a simple math equation, we can safely say that user needs can be balanced when you design keeping the user data in mind. So basically for an uncompromised experience which satisfy both the user needs and the data privacy which has only achieved when you design for privacy. So the balancing factor for both user needs and user data is when you design for privacy and basically privacy shouldn't be an afterthought. It shouldn't be like after testing out there are some privacy concerns and we have to go back to the design or drawing board and we have to figure out how to solve that. But it should be essentially a component of the design process itself which ensures that user need and data security coexists harmoniously. And that's my topic actually where designing for privacy, you can actually balance user needs and data security. So for a great experience, it's a result of combination of user data and design and this could be only achieved when you consider and design for privacy as an integral part of the user experience. So that is my session actually. I would like to answer any of the questions you have guys. I have some t-shirts here which and some amazing stickers as well and we are at booth 24. We are QAD42 from India. We are a full digital design and development services. And if you guys have any other questions related to tech and wanted to know how the tech was implemented, we would be more than happy to answer at our booth. You mentioned that there was low digital literacy in that region. So apart from what you mentioned, what all you did like basically segregating all the tips throughout the process and so that this isn't a huge page for them to read. Is there anything else that you basically include in the process and as a designer, do you see, did you feel any difference from how you usually design websites and specifically in this case? Like I would like to know some insights on that. Like was it a different experience and how did you learn anything new or anything that we as a developer can understand from the design perspective. Okay, so basically we have kind of come up with new workflow. It's not that you include your developers in the design process. It's after you finish your designs, you hand off to the developer and then there might be some hiccups where the designer says that it could be actually done but technology-wise it's not possible. Hence, to tackle that, we have actually used the design, the developers' instincts and feasibility checks right from the starting of our design process. So while we have envisioned certain features, we also wanted to make sure that it's actually quite possible with Drupal or any other technology. So that is how we've kind of maintained relatability of what we are envisioning and is it really possible to build the features? You can actually come here, yeah. Hi, yeah, thanks for the talk, it was great. So I just had a question really about the clients, effectively, in this case, UNICEF, right? Have you ever had to deal with situations where, say, for example, the client's KPIs are in conflict with the user's expectations of data privacy? So UNICEF had a very high standards of KPIs, to be frank. And we have actually done usability testing for around three to four times maybe just to balance their KPIs and yet balance the user expectations. So that is all done after our wireframes and the prototypes are done. And that is how we have actually kind of balanced both UNICEF's KPIs standards and the user expectations as well. Of course, we have to back down on a few things just to satisfy the UNICEF's KPIs. But we've kind of found a middle ground based on our testing and iterating to satisfy both the user's needs and UNICEF's KPIs.