• 4 out of 5 participants looked to “Who We Are” to find out the purpose of the organization | Participants went to the nav bar rather than scrolling down the page to see the Mission Statement under the hero Image. | • Reiterate the Mission Statement on the “Who We Are” page | *“I'm sorry when it says Who We Are. I think I'd be looking for a mission sentence or a mission statement.”

“I would assume that it would be somewhere on here [Who We Are], maybe, like here like a mission statement or something.”* | | | 2 | “Our Services”

• 3 out of 5 participants also mentioned visiting “Our Services” to find out more about the purpose of org. | People learn about why an org. exists by looking at services offered by the org. | • Provide copy of mission statement on the “Our Services page”… in the hero image of that page? or • Copy for the intro of “Our Services” page to tie in ideas/themes/wording from mission statement | ***”*you asked me a specific question [where would you go to find out the purpose of the org?], if I was just carrying out that task, Our Services logically looks like the best place to look for that.” | what is the root cause of why the Mission statement was overlooked? answer mainly placement-seem to want it on “who we are” (Jessie) | | X | Mission statement • Life saving and coercive were words that stood out | The mission statement language is clear and reflects participants interaction with Lalich. | • Potentially use mission statement multiple places as it clearly speaks to the purpose of the organization | *"Life saving stands out, haven't heard that before in any of the copy I've seen,”

“I think the language cults and coercive relationships.”* | | | 1 | Find out “About Dr. Lalich” & Work

• 3 out of 5 participants initially navigated to the "Who We Are" section to find information about Dr. Lalich. However, they had to scroll down and then click to another page to find out more. | It should be easier to navigate to Janja’s page/information. | • We suggest relocating the "About Dr. Lalich" section to the upper part of the "Who We Are" page. This adjustment will make it more accessible and prominent for users seeking information about Dr. Lalich. • Also potentially move Dr. Lalich up on the Homepage instead of at the bottom. | *“I think initially most of my interest would be in Janja as like the lead, the head, the you know, the one who started it all.”

"And I feel like this stuff about Janja needs to be first. And then it had the highlighted piece or story like below that as part of it.”* | I like the idea of seeing Dr. Lalich earlier on Home Page (Jessie) | | 1 | Find out “About Dr. Lalich” & Work

• 4 out of 5 participants acknowledged the presence of book covers from Dr. Lalich's publications on the website

• 2 participants commented about qualifications or degrees leading to credibility or trust | Credibility comes from publications, qualifications/Phd, & her theories ie. Bounded Choice. | • Expand the availability of Dr. Lalich's other resources on her page, highlight a podcast and/or the Ted Talk and/or list of documentaries she’s been in… • Copy/reiterate bio & credentials of Dr. Lalich on her About Page • Consider putting Bounded Choice on her page | *"She's written books is good, really, really good, doesn't mean I want to read it a book. It's that she's written books, and she's published, and she's out there any kind of credibility that comes from books…”

“When you go on a website you like. Is this legit like? Is this real? As long as she's got a degree. You've got enough credibility.”

”Wanted to know more about okay, what's her history? What's her qualifications? How you know? Why should I? As a person who's not gonna trust anybody right now trust this person right? Because cult survivors, big trust issue.”

”I would want more of her like theories and to see what exactly like, like, what specific concepts that she is offering. Because I guess, like I wanna know, like what her understanding is of coercive control”* | | | 1 | Find out “About Dr. Lalich” & Work

• 3 out of 5 participants found the essay to be engaging, as they spent a significant amount of time reading it | This essay gave participants a deeper understanding of Dr. Lalich and her purpose behind creating the Center. | • Consider relocating the essay or information about Janja Lalich to a more prominent position on the page. Placing it higher on the page could make it more easily accessible to users, allowing them to gain a better understanding of Dr. Lalich. • Consider renaming essay to capture idea that it conveys motivation for creation of the Center | "It's [the essay] interesting, I like how it's more of a personal touch. I understanding more behind the purpose and the creation of this organization. Which is very helpful for people like me who have a hard time trusting who's behind the curtain, kind of thing. I would want more personal details, more transparency.” | | | 3 | ”Our Services” Navigation

• 5 out of 5 participants visited "Our Services" in the nav bar first when looking for ways Lalich Center could help them as a survivor | “Our Services” was an intuitive location for participants to find ways the Lalich Center can help survivors. | • Move "Our Services" before "Our Resources" in nav bar • Maintain existing content on "Our Services" page | | | | 2 | “Our Services” Page Feedback

• 5 out of 5 participants were familiar or active in Lalich Center's discussion groups

| Those active with the Lalich Center are typically involved with the discussion groups and were drawn to that service in response to how Lalich Center could help them as a survivor. | • Move discussion groups above recovery courses on the page • Update copy on "Our Services" page for recovery courses & discussion groups • Include language of "community" on the "Our Services" page • Remove “find out more” button for recovery courses page if MVP does not include this page for this Phase. “Contact us for info” instead? | “I bring my own bias to this, of course. I would bring discussion groups front and center.” | | | 3 | “Our Services Page” - Prices/Cost

• 3 of 5 participants discussed financial difficulties after leaving coercive relationships | Money is an issue for some survivors and cost could be more transparent. | • Clarify if cost expectations with recovery courses or discussion groups. Mention sliding scale? Scholarships? | | | | 2 | “Our Services” Page - Client Intake Form / Getting in Touch

• 3 out of 5 participants mentioned they would get in direct contact with Lalich Center when seeking help or services

• 3 out of 5 participants noticed the intake form and were comfortable with that expectation when joining a discussion group | Participants were familiar with the intake form process though a few were looking for ways to get in direct contact with the Lalich Center which they mentioned potentially doing before they would sign up for a discussion group. | • Add sign up for private consultations to "Our Services" page as a service. Provide button to the intake form in said section. • Add an option to request to be contacted or participant’s preferred contact method to intake form • Clarify or emphasize process & requirement for intake form prior to joining discussion group | *"I would fill out the intake form. I would do it, I would be all in."

"I'd probably reach out... and I'd tell them about my experience. And I would... introduce myself and tell them I'd love to find out more if they have any information that might help me... To make physical contact is really helpful... Personally, I'm hesitant about joining groups… based off of my experience being in a group that was coercive."* | | | 3 | “Our Resources” Navigation

• 3 out of 5 participants went to "Our Resources" next after visiting "Our Services" in response to looking for other ways Lalich Center could help them as a survivor | “Our Resources” was a secondary location for participants to find ways the Lalich Center can help survivors. | • Add description of "Our Resources" page to the "Our Services" page. Resources are a service that is also provided | "I'd like to have that [connection to "Our Resources" on "Our Services" page], I would almost instinctively think... that's a valuable part of what they offer." | feeling like it may be overwhelming? Cults in the Media-triggering or unclear could imply bias, want vetted media (Jessie) | | 1 | Discussion Group Page

• 4 out of 5 participants clicked on the "Find out more" button under discussion groups as curious to see expanded information | Participants wanted info about discussion groups. | • Provide content that informs users of what will be discussed in groups • Remove “find out more” button for discussions groups page if MVP does not include this page for this Phase. “Contact us for info” instead? | *"What can I talk about in these groups? Can I talk about the fact that I'm really struggling financially, for example, and maybe other people can help provide me like resources. Or I guess, just knowing that I'm able to discuss that with people who have gone through the same thing would be helpful."

”But I've had help from other people with legal stuff asking questions. That's another thing that people, but, that the survivors deal with a lot is like legal issues.”* | | | 4 | Discussion Group Page Feedback

• 5 out of 5 participants were familiar with Lalich Center's discussion groups and that service in response to how the Lalich Center could help them as a survivor. | Participants want specific details for the groups in terms of what topics are covered and scheduling. | • Part of the MVP for this phase? • Build out filters for Lalich Center's current discussion group offerings • Update copy for group cards • Show event details (ex. if event has passed or is reoccurring & if limited attendance or is full) | | | | 4 | “Our Resources” Page Feedback

• Of the 3 participants that landed on the "Our Resources" page, all mentioned that they expected the page to be more content forward than "Our Services" | Participants were expecting to find more written, video, or podcast content on the “Our Resources” page. | • Define/clarify type of content found under the primary cards on "Our Resources" page • Keep "Our Resources" page straightforward and approachable • Emphasize Dr. Lalich's "Bounded Choice" illustration/information (or move to different location within the site) • Feature top resources throughout the site | *"To be honest, I don't usually click on the resources page because it's like, I know what's coming. I know it's gonna be a page with a bunch of things to click on and I guess it kind of overwhelms me because it's like, well, where do I start?"

"I'd love to have seen that [Bounded Choice infographic] more or out in the open."* | | | 2 | “Get in Touch” Feedback

• When asked to how they would like to stay updated with the Lalich Center, 5 out of 5 participants navigated to “Get in Touch”

• 4 out of 5 participants made a comment about in need of more easier contact form | The content in the Get in Touch (Contact us, Newsletter, Donation) were straightforward.

Getting in touch, making direct connection was more confusing. | • Consider making a direct email submission at the footer of website for easier contact to the Lalich Center and/or any add other direct contact options | *“Probably maybe something like at the bottom of the homepage or something. And it's like a sign up for a mail”

"make like physical contact is really helpful. So I would actually reach out”

”It's not currently populated with like a way to send a message, or have a phone number whatever to to contact.”

"as long as people get connected in some way to the Lalich center, as long as there's something here that gets them, cause, because the website is not therapy. This is a vehicle to get connected to therapy.”* | | | X | Impression Test

• Words: serious, calm, soothing, clean

• Words mentioned at start and finish of usability testing: helpful and warm

• 4 out of 5 participants remembered the slogan "Never too late to take back your life” | The site creates a calm first impression. | N/A | | |