“Melissa was exactly who our team needed! As a nonprofit organization building a tool that links survivors of human trafficking to resources in their community, we needed someone who understood user experience and trauma informed design. Melissa's design for our app centers safety, accessibility and usability all while making sure the app is a place where survivors feel respected, heard and empowered. Working with Melissa was a complete pleasure! She led the design process seamlessly, developing wireframes for our app and web-based portal, running user testing sessions that were adapted to a virtual format to ensure proper COVID safety precautions were followed, leading a branding session and creating both a style guide and high fidelity designs for our prototype. We are looking forward to our next opportunity to work with Melissa again and feel grateful for her leadership in championing trauma informed design in our industry.”
Melissa Eggleston
                  
          
    
    
    
    
    
    
          Durham, North Carolina, United States
      
          
            3K followers
          
          
              500+ connections
          
      
    
  
              
                
                About
I’m a designer, researcher, and speaker exploring what it means to bring care to all…
Experience
Education
Volunteer Experience
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Co-Founder, Co-Organizer
Trauma Informed Design Discussion Group
- Present 4 years 11 months
Education
Started a monthly group to help educate others and foster learning on applying trauma informed design principles to digital experiences. We find expert speakers, share case studies, and facilitate small group discussions. We meet on the 3rd Wednesday of the month. Please contact me if you'd like to added to our Google group.
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Co-Founder and Co-Organizer of Durham Chapter
Ladies that UX
- 3 years
Science and Technology
I co-founded the Ladies that UX Durham chapter in October 2015. Our goal is to help female UXers further their careers with peer support in an informal environment. More details at: http://www.meetup.com/Ladies-that-UX-Durham/
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Volunteer/Conference Organizer
Triangle UXPA
- Present 7 years 3 months
Science and Technology
Yearly volunteer for UX Y'all conference held in Raleigh-Durham, North Carolina, each Fall. Our first conference in 2018 sold out and it keeps getting better each year (especially now that we are back in person!)
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Teacher / Event Organizer
Girl Develop It
- 4 years 5 months
Education
I helped coordinate events and taught the GDI Intro to UX class two times a year for the Raleigh Chapter of Girl Develop It. Some of my former GDI students are now working UX professionals throughout the Triangle area.
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Best Practices Committee Member
Content Strategy Alliance
- 3 years
Education
For 3 years I was a member of the Best Practices Committee for the Content Strategy Alliance. We created a free handbook with templates and tools to assist others learning the content strategy field.
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Publications
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Trauma-Informed Design: Leveraging Usability Heuristics on a Social Services Website
Journal of User Experience
Trauma-informed design and technology have been an important topic of discussion in the last 5 years in user experience. However, little exists to offer practical direction for practitioners applying trauma-informed approaches to websites, apps, and other digital tools. This paper shares an example of applying trauma-informed (TI) principles to a social service agency website in the United States using well-known usability heuristics, which are principles used in interaction design to ensure…
Trauma-informed design and technology have been an important topic of discussion in the last 5 years in user experience. However, little exists to offer practical direction for practitioners applying trauma-informed approaches to websites, apps, and other digital tools. This paper shares an example of applying trauma-informed (TI) principles to a social service agency website in the United States using well-known usability heuristics, which are principles used in interaction design to ensure usability. There appears to be a significant overlap between usability heuristics and TI principles; practitioners can use usability heuristics as a familiar foundation to make any design more trauma-informed. This paper describes specific ways TI principles can be operationalized using usability heuristics to develop more user-friendly and trauma-informed websites. A case study in design shows how user experience professionals can be more trauma-informed in their work to better serve the general public or users who have experienced trauma.
Other authorsSee publication - 
      
Repairing the Harm of Digital Design Using a Trauma-Informed Approach
Diseña
With increased awareness and mindful decisions, digital designers can repair the harm caused by digital design and improve the online experience of individuals who have been previously marginalized. This repair of poor design decisions, well-intentioned or out of ignorance, is necessary in a world where technology, exclusion, and trauma are pervasive. This article provides examples of digital harm that designers must acknowledge, understand, and avoid recreating. The concept of trauma-informed…
With increased awareness and mindful decisions, digital designers can repair the harm caused by digital design and improve the online experience of individuals who have been previously marginalized. This repair of poor design decisions, well-intentioned or out of ignorance, is necessary in a world where technology, exclusion, and trauma are pervasive. This article provides examples of digital harm that designers must acknowledge, understand, and avoid recreating. The concept of trauma-informed design is explained along with two practical approaches for designers to use to become more trauma-informed, and repair harm when creating websites, apps, and other digital experiences.
Other authorsSee publication - 
      
Identity Matters: How Content Strategists Build Trust and Loyalty
Chief Content Officer Magazine / Content Marketing Institute
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Let Qualitative Research Inform Your Content Strategy
Chief Content Officer Magazine / Content Marketing Institute
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A UX Lesson for Content Marketers: Your Invisible Advantage
Chief Content Officer Magazine / Content Marketing Institute
 
Projects
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988
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988, the U.S. National Suicide Hotline, has been improved thanks to SAMHSA and the support of the Digital Service at CMS. Our team conducted mixed-method research in Summer 2023. I lead the qualitative research and worked with data analysts at the General Services Administration for the nationwide qualitative experiment. Radiolab featured some of the work.
 
Honors & Awards
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Customer Experience (CX) Trailblazer
Service to the Citizen
I was honored to receive this award for my research to improve 988 (our nation's suicide hotline) and related websites serving people with mental health and substance use challenges.
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Winner, 2017 Aquent Design for Good Contest
Aquent
I won a design grant to do trauma-informed design work with the North Carolina Coalition Against Domestic Violence. We made their website more trauma-informed with survivor-sensitive features. We then shared our learning and advice with others in a webinar and a poster. Resources here: https://www.melissaegg.com/blog/trauma-informed-website-resources
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UNC Outstanding Graduate Student Award
UNC School of Media and Journalism
I won this award which was a great gift that allowed me to purchase my first Canon DSLR. But the best part of the award was getting to sit on stage at graduation and watch my fellow MA students' excitement at getting their diplomas!
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Bloomberg Flamingo Award
Bloomberg News
My co-author and I won an award at Bloomberg for our reporting.
 
Languages
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English
Native or bilingual proficiency
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Spanish
Full professional proficiency
 
Recommendations received
23 people have recommended Melissa
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