Creating careful content—because the hardest things to say are the most important.

Sometimes businesses have to say difficult things to customers, things customers may not want to hear or find difficult to understand. These scenarios are where “careful content” comes in.

Working for a national UK funeral business means Helen Lawson’s team has to have these difficult conversations more often than most. This talk shows you how to communicate difficult messages with honesty, empathy, and care and why it’s important to do user research, even if it makes them (and you) cry.

You’ll learn:

• How to approach complex, sensitive subjects
• How to research difficult topics with users
• Why it’s important to be brave in your communication