What Maria’s Feeling When She Lands on the Site?

Maria is in crisis. She may be hiding in a bathroom, using someone else’s device, or scrolling in the middle of the night when it finally feels quiet. She’s afraid, overwhelmed, and unsure of what will happen if she reaches out. She is scanning for signs of safety and she will leave the site in seconds if something feels confusing, judgmental, or unsafe.

🔍 What She’s Trying to Find or Do

• Make a phone call, chat, or text without being tracked

• Confirm this is a confidential, safe place

• Get immediate advice or validation

• Begin a safety plan — even if just in her mind

  
  

🧭 What She Needs From the Website

• Call/Chat/Text options that are prominent, persistent, and clear

• Reassurance that she doesn’t have to give her name

• Calm language, no pressure, no jargon

• Brief descriptions of what to expect when she reaches out

• A quick exit that works across all devices

  
  

💎 What She Values

• Safety — physically and emotionally

• Compassion — no judgment

• Privacy — no data trail, no exposure

• Clarity — she doesn’t have time to guess

• Control — she chooses what happens next

• Trust — built through design, not just words

  
  

🎯 What AWHL Wants Her to Know

“You don’t have to be sure. You don’t have to explain everything. We’re right here whenever you’re ready.”

💬 Tone & Language Tips

• Speak calmly, not urgently — she’s already overwhelmed

• Reassure without pushing: “You can call us, chat, or text — whatever feels safest.”

• Use plain language, avoid clinical or legal phrasing

• Repeat safety cues often: “You don’t need to give your name. This is confidential. You’re in control.”
  
  

❓ Top Questions She’s Trying to Answer

• Is this safe?

• Will someone actually answer?

• What happens if I call or chat?

• Can they help me if I don’t want to leave?

• Can I do this without giving my name or being tracked?
  

🖥️ Design Implications

• Persistent helpline CTA at the top and bottom of every page

• Simple icon-based choices for Call / Chat / Text

• Quick Exit must always be visible, mobile-friendly, and easy to activate

• Descriptive microcopy beneath CTAs (e.g., “Talk to someone trained to support you”)

• Use soft colors, no overwhelming graphics, no autoplay anything

• Keep paths shallow — she shouldn't have to dig to find help