Safety Assessment Model
Our Client
Vibrant Emotional Health is a nonprofit organization providing emotional support and crisis intervention services, including the 988 Suicide & Crisis Lifeline, through a nationwide network of counselors and affiliates.
Our Approach
Vibrant approached us to create an internal training tool to help counselors across the country adopt seven core best practices when responding to callers. Together, we explored how complex, sensitive training content could be delivered in a way that felt practical, human, and easy to absorb. Through collaborative strategy sessions, we identified the most effective format and ultimately built a privately accessed website that combines video-based roleplays, visual learning tools, and evidence-based research.
Scope
_ Concepting
_ Prototyping
_ Video Production
_ Scripting
_ Infographics
_ Design
_ Web Development
_ CMS Training
Project Summary
The scope of this project was intentionally open-ended at the start. Rather than being daunted by undefined parameters, we facilitated a focused strategy phase to clarify goals, prioritize features, and align expectations with the available budget and timeline. To help the team visualize a tool that had never existed before, we created low-fidelity wireframes that mapped out both the content structure and user experience.
A core component of the platform is a library of roleplay videos, which we filmed and art directed. We worked closely with Vibrant’s team to develop realistic scripts, demonstrating how recommended prompt questions and techniques could be naturally woven into real conversations with callers. The scenarios span a wide range of situations and personas, helping counselors practice for a wide range of complex interactions.
The platform was intentionally designed for growth, allowing new roleplay videos to be added over time in response to emerging trends and evolving needs. To ensure the videos feel authentic and relatable, the roleplay videos feature real crisis counselors and Vibrant staff, grounding each scenario in lived, real-world experience.
To support multiple learning styles, we created an visual diagram of a typical call flow, featuring the 7 best practice stages identified by our clients. This infographic appears throughout all the roleplay videos, but also functions as a navigational element within the website, allowing counselors to explore each best practice in context. In addition to roleplay videos, each best practice is supported by detailed pages featuring tips on ways to explore challenging feelings, strategies for keeping callers safe, and links to evidence and research for deeper reading.
Since its launch, over 29,000 visitors have viewed the training videos, averaging a 69% engagement rate.
More of what we've made
Check out some of our other recent collaborations.
