Designing for people who’ve been let down before
Research isn’t neutral — especially when you’re working with people harmed by the very systems you're trying to improve. In this talk, I’ll explore what it means to do respectful, trauma-aware research with communities who’ve experienced violence, exclusion, or failure from government and services. This isn’t just about “inclusive recruitment” or better sampling — it’s about rebuilding trust, communicating safety, and showing up differently as a researcher.
I’ll share lessons from work with people with disability, survivors, and others often left out of policy conversations, including what not to do, how to avoid taking more than you give, and what real co-design looks like when power and history are in the room. This is for anyone working in social policy, services, or government — and anyone who believes research should be a tool for healing, not just insight.
Billie-Mae Kennedy
Mae helps design government services that work better for the people who use them. She has over 15 years experience in user research, service design, and leading digital teams. Her work includes designing services across disability, aged care, clean energy, cyber security, and gender-based violence.
At work, Mae is head of design at Pragma Partners. She builds skilled teams that work on clear, inclusive services for everyone. Outside work, she makes art, loves her garden, and explains everything through odd analogies.