Resilient Lismore
A community-led flood preparedness platform for Lismore residents
INTRODUCTION
Resilient Lismore is a community-led flood preparedness platform designed to help residents to prepare early, stay informed, and support one another before and during flood events — with accessibility and inclusivity at its core.
MY ROLE
I was responsible for the web experience, with a focus on WCAG accessibility standards
My work included synthesising research insights, structuring accessible information architecture, and designing flows that prioritised preparedness and community coordination. Other team members focused on the mobile and tablet experiences.
INTRODUCTION
Guardly is a UX-led product developed during a 48-hour designathon, exploring how moment-based interventions can support job seekers at the point where scams are most likely to occur.
[Project Scope]
Team of 3
[Role]
UX Designer responsible for web
[Timeline]
10 weeks
View prototype
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
No need for another top-down emergency tool, but a community-led platform that reflects how Lismore residents already support one another
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
“How might we empower users to confidently spot and report job scams so they can protect their personal information from online predators?”
Our Solution - Resilient Lismore
A community-led flood preparedness platform built for real moments of uncertainty
Built on local trust, knowledge and care, not just emergency alert
Centred on community, not bureaucracy- designed around how Lismore residents already support one another
Calm, trauma-aware design — avoids alarmist language and imagery that can retraumatise users
Accessible at the core— WCAG-informed design to support diverse ages, abilities, and digital literacy levels
One trusted place — bringing preparation, updates, and local resources together when it matters most
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
ONLINE ETHNOGRAPHY
"Every time it rains heavily, I worry the levee will fail and we'll have another flood"
-Lismore resident, 2022 interview, ABC News
For many residents, the floods didn’t end in 2022, the anxiety and worry never left.
We conducted online ethnography across Reddit threads, community Facebook groups, YouTube interviews, and public inquiry submissions to understand how residents experienced flooding in real time. These spaces revealed how communities self-organised when formal systems were overwhelmed — coordinating rescues, sharing live flood updates, and filling critical gaps while emergency services struggled to respond.
Beyond immediate response, the conversations surfaced deeper social and emotional impacts. Many residents expressed a loss of trust in government-led emergency services following the 2022 floods, alongside a growing reliance on community-led action and self-organisation. Over time, this has reshaped how people in Lismore prepare for floods — prioritising local knowledge, collaboration, and resilience, even as long-term displacement and livelihood recovery remain ongoing challenges.
DEFINING PERSONAS
After immersing ourselves in community stories through online ethnography, we felt a strong responsibility to design with care. We created three personas to keep real residents — their fears, needs, and resilience at the centre of every design decision.
COMPETITOR ANALYSIS
Learning from how others design for calm, clarity, and trust
This comparison reinforced the importance of designing for calm, emotional safety, and clarity, not just information delivery.
Calm tone, inclusivity & visual reassurance
New Zealand - Uses friendly and reassuring language, calming graphics, and te reo Māori alongside English. This approach reduces anxiety, avoids retraumatisation, and reflects cultural inclusivity
Age-appropriate experiences
Tokyo - 3 Modes available with tailored content and interaction for children, adults, and older residents. Great initiative recognising different cognitive needs
In contrast, platforms like NSW SES and FEMA prioritise completeness and urgency, often relying on dense text, extensive links, and real disaster imagery. While comprehensive, these approaches can feel overwhelming and emotionally confronting, especially during high-stress moments.
SYNTHISIZING OUR FINDINGS
One-size-fits-all flood preparedness doesn’t work — accessibility and tailored support are essential
Synthesising findings from online ethnography, public inquiries, competitive analysis, and secondary research, several clear patterns emerged around trust, accessibility, and how residents experience flood preparedness in Lismore
[03] Emotional safety neees to be prioritized
Repeated flood events have left many residents living with ongoing anxiety, where even heavy rain can be triggering. Alarmist language and graphic imagery risk increasing distress rather than helping people prepare. This highlights the need for calm, reassuring communication.
[04] Flood risk is continuous, not a one off
For Lismore residents, flooding isn’t a single emergency event but a cycle of preparation, response, and rebuilding. This reinforced that effective tools must support long-term readiness and coordination, not only moment-of-crisis alerts.
[01] One size fit all tool doesn't work
Research revealed wide differences in digital literacy, emotional readiness, and access needs. International examples — such as age-specific modes in Tokyo’s earthquake tools and inclusive design in New Zealand’s emergency platforms — show that effective preparedness tools must adapt to users, rather than assume a single “average” experience.
[02] Trust lives in the community, not institutions
Research showed that trust in government-led systems had eroded, leading residents to rely on community-led networks for timely updates and support. While these grassroots channels were more trusted, information was often fragmented across platforms, increasing cognitive load during already stressful moments.
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
DESIGN PROCESS & ITERATIONS
Goal: A platform that feels calm, trustworthy, and community-led, without information overload and designed for everyone
The design process began with paper sketches, progressed to low-fidelity wireframes in Balsamiq, developing a design system and six rounds of iteration.
Homescreen - preparing resident before alert is raised
Flood Hub - Where to go after the alert is raised
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do with more time
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
ITERATIONS
Guided by usability heuristics, I iterated to explore layout, interaction patterns, and refine the colour system to better convey trust, calm, and reliability in high-stress contexts.
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do next
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
View prototype
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do next
Usability testing with Lismore residents - across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
Resilient Lismore
A community-led flood preparedness platform for Lismore residents
INTRODUCTION
Resilient Lismore is a community-led flood preparedness platform designed to help residents to prepare early, stay informed, and support one another before and during flood events — with accessibility and inclusivity at its core.
MY ROLE
I was responsible for the web experience, with a focus on WCAG accessibility standards
My work included synthesising research insights, structuring accessible information architecture, and designing flows that prioritised preparedness and community coordination. Other team members focused on the mobile and tablet experiences.
INTRODUCTION
Guardly is a UX-led product developed during a 48-hour designathon, exploring how moment-based interventions can support job seekers at the point where scams are most likely to occur.
[Project Scope]
Team of 3
[Role]
UX Designer responsible for web
[Timeline]
10 weeks
View prototype
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
No need for another top-down emergency tool, but a community-led platform that reflects how Lismore residents already support one another
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
“How might we empower users to confidently spot and report job scams so they can protect their personal information from online predators?”
Our Solution - Resilient Lismore
A community-led flood preparedness platform built for real moments of uncertainty
Built on local trust, knowledge and care, not just emergency alert
Centred on community, not bureaucracy- designed around how Lismore residents already support one another
Calm, trauma-aware design — avoids alarmist language and imagery that can retraumatise users
Accessible at the core— WCAG-informed design to support diverse ages, abilities, and digital literacy levels
One trusted place — bringing preparation, updates, and local resources together when it matters most
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
ONLINE ETHNOGRAPHY
"Every time it rains heavily, I worry the levee will fail and we'll have another flood"
-Lismore resident, 2022 interview, ABC News
For many residents, the floods didn’t end in 2022, the anxiety and worry never left.
We conducted online ethnography across Reddit threads, community Facebook groups, YouTube interviews, and public inquiry submissions to understand how residents experienced flooding in real time. These spaces revealed how communities self-organised when formal systems were overwhelmed — coordinating rescues, sharing live flood updates, and filling critical gaps while emergency services struggled to respond.
Beyond immediate response, the conversations surfaced deeper social and emotional impacts. Many residents expressed a loss of trust in government-led emergency services following the 2022 floods, alongside a growing reliance on community-led action and self-organisation. Over time, this has reshaped how people in Lismore prepare for floods — prioritising local knowledge, collaboration, and resilience, even as long-term displacement and livelihood recovery remain ongoing challenges.
DEFINING PERSONAS
After immersing ourselves in community stories through online ethnography, we felt a strong responsibility to design with care. We created three personas to keep real residents — their fears, needs, and resilience at the centre of every design decision.
COMPETITOR ANALYSIS
Learning from how others design for calm, clarity, and trust
This comparison reinforced the importance of designing for calm, emotional safety, and clarity, not just information delivery.
Calm tone, inclusivity & visual reassurance
New Zealand - Uses friendly and reassuring language, calming graphics, and te reo Māori alongside English. This approach reduces anxiety, avoids retraumatisation, and reflects cultural inclusivity
Age-appropriate experiences
Tokyo - 3 Modes available with tailored content and interaction for children, adults, and older residents. Great initiative recognising different cognitive needs
In contrast, platforms like NSW SES and FEMA prioritise completeness and urgency, often relying on dense text, extensive links, and real disaster imagery. While comprehensive, these approaches can feel overwhelming and emotionally confronting, especially during high-stress moments.
SYNTHISIZING OUR FINDINGS
One-size-fits-all flood preparedness doesn’t work — accessibility and tailored support are essential
Synthesising findings from online ethnography, public inquiries, competitive analysis, and secondary research, several clear patterns emerged around trust, accessibility, and how residents experience flood preparedness in Lismore
[03] Emotional safety neees to be prioritized
Repeated flood events have left many residents living with ongoing anxiety, where even heavy rain can be triggering. Alarmist language and graphic imagery risk increasing distress rather than helping people prepare. This highlights the need for calm, reassuring communication.
[04] Flood risk is continuous, not a one off
For Lismore residents, flooding isn’t a single emergency event but a cycle of preparation, response, and rebuilding. This reinforced that effective tools must support long-term readiness and coordination, not only moment-of-crisis alerts.
[01] One size fit all tool doesn't work
Research revealed wide differences in digital literacy, emotional readiness, and access needs. International examples — such as age-specific modes in Tokyo’s earthquake tools and inclusive design in New Zealand’s emergency platforms — show that effective preparedness tools must adapt to users, rather than assume a single “average” experience.
[02] Trust lives in the community, not institutions
Research showed that trust in government-led systems had eroded, leading residents to rely on community-led networks for timely updates and support. While these grassroots channels were more trusted, information was often fragmented across platforms, increasing cognitive load during already stressful moments.
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
DESIGN PROCESS & ITERATIONS
Goal: A platform that feels calm, trustworthy, and community-led, without information overload and designed for everyone
The design process began with paper sketches, progressed to low-fidelity wireframes in Balsamiq, developing a design system and six rounds of iteration.
Homescreen - preparing resident before alert is raised
Flood Hub - Where to go after the alert is raised
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do with more time
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
ITERATIONS
Guided by usability heuristics, I iterated to explore layout, interaction patterns, and refine the colour system to better convey trust, calm, and reliability in high-stress contexts.
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do next
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
View prototype
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do next
Usability testing with Lismore residents - across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
Resilient Lismore
A community-led flood preparedness platform for Lismore residents
INTRODUCTION
Resilient Lismore is a community-led flood preparedness platform designed to help residents to prepare early, stay informed, and support one another before and during flood events — with accessibility and inclusivity at its core.
MY ROLE
I was responsible for the web experience, with a focus on WCAG accessibility standards
My work included synthesising research insights, structuring accessible information architecture, and designing flows that prioritised preparedness and community coordination. Other team members focused on the mobile and tablet experiences.
INTRODUCTION
Guardly is a UX-led product developed during a 48-hour designathon, exploring how moment-based interventions can support job seekers at the point where scams are most likely to occur.
[Project Scope]
Team of 3
[Role]
UX Designer responsible for web
[Timeline]
10 weeks
View prototype
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
No need for another top-down emergency tool, but a community-led platform that reflects how Lismore residents already support one another
PROBLEM DISCOVERY
When flood preparedness systems fall short, communities become the first line of response
Lismore, NSW is one of Australia’s most flood-prone regions. Flooding isn’t a hypothetical risk here — it’s a recurring reality that has displaced families and left many residents living with long-term trauma.
During major floods, most notably in 2022, trust in government-led systems began to fracture. Information arrived late, was difficult to navigate, or scattered across multiple channels: government websites, social media posts, community Facebook groups, and word of mouth. In moments where clarity mattered most, residents were left piecing things together themselves.
What did work were the grassroots networks. Neighbours shared real-time updates, coordinated help, and supported one another while formal aid was still arriving. These community efforts were trusted and effective — but fragmented.
“How might we empower users to confidently spot and report job scams so they can protect their personal information from online predators?”
Our Solution - Resilient Lismore
A community-led flood preparedness platform built for real moments of uncertainty
Built on local trust, knowledge and care, not just emergency alert
Centred on community, not bureaucracy- designed around how Lismore residents already support one another
Calm, trauma-aware design — avoids alarmist language and imagery that can retraumatise users
Accessible at the core— WCAG-informed design to support diverse ages, abilities, and digital literacy levels
One trusted place — bringing preparation, updates, and local resources together when it matters most
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
The Process
DISCOVERING THE PROBLEM SPACE
Flood preparedness in Lismore is shaped by systemic factors beyond individual control. Slow government processes and limited insurance support leave residents relying on themselves and their neighbours.
Lismore is located in northern New South Wales, within the Northern Rivers region, between two river systems. The area’s rich floodplain has long supported agriculture and local livelihoods — but it also makes the community especially vulnerable to flooding. Residents face repeated flood events within a rural and demographically diverse community, spanning a wide range of ages, digital literacy levels, and access needs.
The scale of impact is significant. During the 2022 floods, five people lost their lives, over 31,000 residents were displaced, and damages exceeded $5.45 billion, making it the most costly flood event in Australian history. Crucially, this was not a one-off disaster, but part of a recurring pattern that continues to shape how residents prepare, respond, and recover.
Compounding these challenges, structural systems failed residents. Delayed government responses and inaccessible insurance — with premiums reported to exceed $50,000 per year — left many households excluded and navigating risk alone.
As a result, residents turned to informal, community-led channels to share information, coordinate support, and make sense of risk in real time.
ONLINE ETHNOGRAPHY
"Every time it rains heavily, I worry the levee will fail and we'll have another flood"
-Lismore resident, 2022 interview, ABC News
For many residents, the floods didn’t end in 2022, the anxiety and worry never left.
We conducted online ethnography across Reddit threads, community Facebook groups, YouTube interviews, and public inquiry submissions to understand how residents experienced flooding in real time. These spaces revealed how communities self-organised when formal systems were overwhelmed — coordinating rescues, sharing live flood updates, and filling critical gaps while emergency services struggled to respond.
Beyond immediate response, the conversations surfaced deeper social and emotional impacts. Many residents expressed a loss of trust in government-led emergency services following the 2022 floods, alongside a growing reliance on community-led action and self-organisation. Over time, this has reshaped how people in Lismore prepare for floods — prioritising local knowledge, collaboration, and resilience, even as long-term displacement and livelihood recovery remain ongoing challenges.
DEFINING PERSONAS
After immersing ourselves in community stories through online ethnography, we felt a strong responsibility to design with care. We created three personas to keep real residents — their fears, needs, and resilience at the centre of every design decision.
COMPETITOR ANALYSIS
Learning from how others design for calm, clarity, and trust
This comparison reinforced the importance of designing for calm, emotional safety, and clarity, not just information delivery.
Calm tone, inclusivity & visual reassurance
New Zealand - Uses friendly and reassuring language, calming graphics, and te reo Māori alongside English. This approach reduces anxiety, avoids retraumatisation, and reflects cultural inclusivity
Age-appropriate experiences
Tokyo - 3 Modes available with tailored content and interaction for children, adults, and older residents. Great initiative recognising different cognitive needs
In contrast, platforms like NSW SES and FEMA prioritise completeness and urgency, often relying on dense text, extensive links, and real disaster imagery. While comprehensive, these approaches can feel overwhelming and emotionally confronting, especially during high-stress moments.
SYNTHISIZING OUR FINDINGS
One-size-fits-all flood preparedness doesn’t work — accessibility and tailored support are essential
Synthesising findings from online ethnography, public inquiries, competitive analysis, and secondary research, several clear patterns emerged around trust, accessibility, and how residents experience flood preparedness in Lismore
[03] Emotional safety neees to be prioritized
Repeated flood events have left many residents living with ongoing anxiety, where even heavy rain can be triggering. Alarmist language and graphic imagery risk increasing distress rather than helping people prepare. This highlights the need for calm, reassuring communication.
[04] Flood risk is continuous, not a one off
For Lismore residents, flooding isn’t a single emergency event but a cycle of preparation, response, and rebuilding. This reinforced that effective tools must support long-term readiness and coordination, not only moment-of-crisis alerts.
[01] One size fit all tool doesn't work
Research revealed wide differences in digital literacy, emotional readiness, and access needs. International examples — such as age-specific modes in Tokyo’s earthquake tools and inclusive design in New Zealand’s emergency platforms — show that effective preparedness tools must adapt to users, rather than assume a single “average” experience.
[02] Trust lives in the community, not institutions
Research showed that trust in government-led systems had eroded, leading residents to rely on community-led networks for timely updates and support. While these grassroots channels were more trusted, information was often fragmented across platforms, increasing cognitive load during already stressful moments.
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
REFRAMING THE HMW
Based on our research and community insights, we reframed the challenge to focus not on providing more information, but on how trust, clarity, and emotional safety are supported before and during flood events.
How might we help residents of Lismore prepare for floods in a way that is trustworthy, emotionally safe, and accessible across different ages and levels of digital literacy?
DESIGN PROCESS & ITERATIONS
Goal: A platform that feels calm, trustworthy, and community-led, without information overload and designed for everyone
The design process began with paper sketches, progressed to low-fidelity wireframes in Balsamiq, developing a design system and six rounds of iteration.
Homescreen - preparing resident before alert is raised
Flood Hub - Where to go after the alert is raised
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
OUR WCAG AAA DESIGN SYSTEM
Accessibility was front and center on our mind when developing our design system
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
Colour:
After some iteration on the shade of clue, we choose a dark blue base that establishes calms and trust, paired with orange-red accents to draw attention to crical alerts and actions
Typography:
Typography:
We chose satoshi, a clean, open sans-serif with generous letterforms to support clarity, legibility an in emergency contexts
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do with more time
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
ITERATIONS
Guided by usability heuristics, I iterated to explore layout, interaction patterns, and refine the colour system to better convey trust, calm, and reliability in high-stress contexts.
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.
What I'd do next
Usability testing with Lismore residents - test across different level of digital literacy to validate clarity, tone and navigation under time pressure
Simulated emergency scenartio - test the platform (hazards reporting and alerts) to identify moments of confusion or overload
Collaborate with emergency services- to define sustainable governance and updated content
FINAL SOLUTION
The final solution focuses on helping residents calmly prepare before floods through a clear, step-by-step checklist experience - designed to reduce anxiety, build confidenc and avoid information overload
View prototype
Entry point - turning anxiety into action
Checklist - Guiding residents toward preparation
Key learnings
The power of empthy-led design
This project reinforced that tools are only useful when they reflect how communities actually share information, cope, and support one another.
Designing Resilient Lismore reinforced how powerful empathy-led research can be when working in emotionally sensitive contexts. Immersing ourselves in community stories through online ethnography helped ground decisions in lived experience, shaping a solution that truly serves the residents of Lismore.
At the same time, the project’s academic scope introduced clear limitations. Insights were drawn from online sources rather than in-person interviews, and the solution wasn’t tested during a real flood event — meaning assumptions around behaviour under pressure remain unvalidated. Operational considerations such as moderation, governance, and long-term maintenance were also out of scope, but would be essential in a real-world rollout.