LGBTIQ Discrimination Exposing Service

Post 10 by Zhengzhi Chen

I presented my draft proposal to my group and my tutor and received quite some useful feedback:

  • An infographic or video that proves LGBTIQ’s capability to make the same amount of contribution to businesses and the society does not quite tackle the issue of discrimination against LGBTIQ in employment. The problem is not business owners’ unawareness of LGBTIQ’s talents or skills but the social outlook and the pressure they receive from their conservative clients.
  • Josh shared a news article on Gay News Network called ‘Not so Diverse: Report Reveals Homophobia Still Rife in the Workplace’. It is mentioned in the article that 60% people in Australia experience verbal homophobia and that 20% even experience homophobic violence (Busby 2016). When LGBTI staff are openly out, businesses witness a 15-30% increase in productivity and retention rates improve by 10%. Even though diversity in staff is evidently beneficial to business, LGBTIQ discrimination still occurs in the workplace.
  • Transgender youth experience additional challenges when trying to secure employment, such as the difficulty in safe access to workplace restroom facilities on the basis of gender identity, transphobia that makes it difficult, if not impossible, to successfully perform one’s job, and legal name and ID not matching gender expression, name or pronouns (The 519 2016).

After hearing the feedback, I decided to propose a service design aimed at the exposure of LGBTIQ discrimination in the workplace and in employment. Then I thought it would be a better idea to broaden the range of LGBTIQ discrimination exposed in the service design. The following is my proposition for this service design:

Project Title

LGBTIQ Discrimination Exposing Service

Practice Type

Service Design

The Issue

LGBTIQ experience discrimination in different scenarios and various places. The use of homophobic language like ‘fag’ and ‘dyke’ and the use of ‘gay’ to describe negative judgment on things are still part of social media vocabulary. Same-sex couples still find it difficult to publicly display their affection for each other, due to the discrimination they might receive because of PDA, in the form of either verbal abuse or a warning from a shop owner ‘because an old lady you don’t even know finds your PDA offensive’. A business might reject an LGBTIQ job seeker because ‘your personality doesn’t suit the culture of our company’. 60% people in Australia experience verbal homophobia and that 20% even experience homophobic violence.

The Possible Change

  • an increase in the social pressure for businesses and individuals to stop LGBTIQ discrimination
  • a decrease in the amount of discrimination against LGBTIQ
  • the addition of LGBTIQ cultural competency training to the training of employees
  • the inclusion of the education about LGBTIQ in curricula of primary and secondary schools
  • peer education about LGBTIQ among parents with new babies
  • better social acceptance for LGBTIQ

The Design Action to Support Change

This service design is used to expose LGBTIQ discrimination thus creating social pressure for individuals and businesses to stop this kind of behaviour. The service can be offered via an online platform, a website, a mobile phone app, a hashtag on Twitter, Instagram, Facebook, Vine, Snapchat or YouTube, a reality TV program, infrastructure in public space, or an installation at bus stops, railway stations or airports.

It can be an Instagram trend where people post photos of discriminatory behaviour against LGBTIQ using a particular hashtag. It can be a website with a list of different categories of LGBTIQ discrimination documented in various forms like photos, short videos, audios and text. It can be a whisper app where people anonymously share their experience of LGBTIQ discrimination. It can be an installation in railway stations that is sensitive to verbal abuse on LGBTIQ and that can react to this kind of verbal abuse. It can be a reality TV program that broadcasts real-life LGBTIQ discrimination, which can be reported by the viewers and submitted to the program.



The 519 2016, LGBTQ2S Barriers to Employment and Training, viewed 25 September 2016, < >.

Busby, C. 2016, Not so Diverse: Report Reveals Homophobia Still Rife in the Workplace, Gay News Network, viewed 24 September 2016, < >.


Post 10: Reflection and proposition

Kathy Ngo

On week 7, my design proposition was to create a school stationery platform. These stationeries such as notebooks, pencils, pack bags, etc. would be decorated with motivative slogans to help young LGBTIQ be more confident.

My design mockup for Stationery website

However, after the discussion with our tutor, Kate, she explained that my idea wasn’t quite focused on the target range of age: 18-24 as well as it was not a service design since it didn’t bring service to the young LGBTIQ rather than general public. It was very helpful when she explained more detailed about what the differences between Service Design and Generative Design. Thus, I had a clearer idea of what I should do in the next few weeks before the final submission.

During the week, I have spent a lot of time on going back to my blog posts and pulling out quotes and insights. Although my previous design proposition was focusing on Queer teens’ mental health due to sexual discrimination, unexpectedly, I realized that Sexuality Education was much more important and emergent. Everything could be solved if we have a better Sexuality education when the future generation is more respectful of diverse sexual ordination. This topic was highlighted significantly throughout my nine blog posts.

My keywords from the research: 

  • Sexuality education *****
  • Discrimination ****
  • Abuse: from family, schools, friends, society ****
  • They concern about sexuality education more than same-sex marriage. ****
  • ‘sick’, ‘western disease’, ‘your parents didn’t teach you right’ **
  • Social media and internet influence strongly on the online community perspective towards any topic. *
  • The gulf of language and culture
  • Attacks on freedom
  • A place of solidarity and empowerment, they come together to raise awareness, to speak their minds and to advocate for their civil right.
  • ‘To be gay is to be in mortal danger, to embrace love is to court death’
  • Use the state court to protect LGBT community
  • Take more seriously the needs of LGBT groups


Project name: BeU

Practice type: Website service Design

The target user: 

  • Students from 16-24 years old in high schools and universities
  • Queer young people who find difficult to come out and overcome sexual harassment and discrimination.

The issue: 

  • A lot of young LGBTIQ experience sexual discrimination
  • 74% of young LGBT experience homophobic abuse at school and the number increases up to 85% between 14 and 17 age.
  • Frequent sexual discrimination in schools is due to poor educational outcomes and high rate of dropout.

The possible change:

  • Decrease the rate of self-harm, suicide and sexual abuse in Australian LGBTIQ youth community.
  • A network for young queers to rely on and share their thoughts and emotion.
  • Higher educational outcome in diverse sexual orientation
  • To help young queer come out of the closet and get acceptance easier from their family and friends.

The design action to support change:

  • Provide a service to support young queers, how to come out of the closet, to motivate them to decrease the self-harassment and suicide attempts.
  • A platform to communicate with young queers and be their supporter and friends.
  • A shoulder for them to rely on and share their thoughts and feelings

Design concept:

  • A very fun, crazy and engaging platform.
  • Simple, clean and youthful design.
  • Easy access.

POST 10: Reflection and proposition

Drawing back from the brainstorming session in week 6, I have expressed to my colleagues and tutor that I wanted to focus on creating a service design that actively aims to resolve the issues occurring around Safe Schools Program. The issues include; negative outlook, bias opinion and expression towards the Safe School Program. My initial draft proposal was to create a service design that can impact the community, and especially the ones that are against the program by creating a booklet on “how LGBTIQ feels when…” for families and friends. The aim of this initial draft was to make Safe Schools Program more aware for wider public and to also promote the beneficial impact it has on schools in a personal level.

After I presented this draft proposal the feedback I got from my tutor was that I should remember that our focus age group is 18 to 25. Furthermore my colleagues also commented about my design proposal being too out of our focus age group and maybe consider adopting the issues that I saw from safe schools but applying a design proposal suitable for 18 to 25 age group.

The critical feedbacks that I received from my colleagues were incredible beneficial. They encouraged me not to change the issue but instead strip back, and tweak it in a way to suit our target age group. This was an excellent reminder for me, as I came to realisation that I was going off-track. After the feedback, I decided to cross out safe schools program as being my core problem and instead draw on the issues that I’ve gathered from researching into safe schools program that can be relatable for 18 to 25. The reconsideration of my problem brought me to focus on general publics negative outlook and bias opinion on LGBTIQ in general. The revised draft proposal I came up with is a service design that filters undesirable mentioning towards an LGBTIQ related topic in the Internet.



During my research on safe schools program I found many news articles and posts on social media that were very strongly opinionated and aggressive towards the program. I found these sources incredibly hurtful and bigoted. Therefore I decided that I wanted to make a service design to filter these sources on Internet warning the readers about the harsh content. The service design would be a downloadable add-on available on chrome/safari/fire-fox that can act as option to filter LGBTIQ discrimination on the Internet. The unique selling point of this add-on is that the filtered LGBTIQ discrimination sources would be highlighted or categorised into the core motive, such as religious, cultural or ideology cause.

I hope my service design bring awareness of discrimination towards LGBTIQ online and ultimately educate the public about the essential affiliation all LGBTIQ discrimination is motivated by. I hope my rainbow window extension can be a service to clearly understanding the affiliation behind all negative comment on LGBTIQ. As for LGBTIQ community, I hope my service design can reduce their stress level and pressure they receive from being/going online.


By April Bae

Brainstorming on the Issue of Hidden Discrimination Against LGBTIQ in Employment

Post 9 by Zhengzhi Chen


All the insights documented in my Post 8 were gained from the brainstorming session.

Issue Statement

Brainstorming Issues
Brainstorming on Hidden Discrimination Against LGBTIQ in Employment
Issue Statement of Hidden Discrimination Against LGBTIQ in Employment

Brainstorming Possible Design Solutions

Possible Design Solutions to the Hidden Discrimination Against LGBTIQ in Employment, created by Kathy Ngo, April Bae, Josh Parker, Calvin Thy and me


  • My strength in logical thinking definitely helped me in the brainstorming session.
  • I knew exactly what this issue was so it was easy for me to come up with the who, what, when, where and why of the issue.
  • In the group session of brainstorming possible design solutions, all our brains ran wild so we came up with amusing keywords that might or might not be relevant to the issue.
  • My group clearly think more visually than I do, which made my brainstorming solution map more visually understandable than my personal maps.


  • My logical thinking was not visually presented in a clear way.
  • I understood the issue too well to come up with an effective design solution.
  • The time constraint of this brainstorming session limited the variety of the design solutions devised by my group.
  • I think better while typing than writing, which explains why my Post 8 has more content than my brainstorming maps.
  • Our wild ideas did not land or become anything useful for possible design solutions.
  • Similar ideas kept popping up in the solution brainstorming session.

Hidden Discrimination Against LGBTIQ in Employment: Who, What, When, Where, Why and How

Post 8 by Zhengzhi Chen

Inspired by an infographic about LGBT2S employment in my Post 3 and the location map for the controversy between LGBTIQ right advocates and those who think only heterosexuals are normal in my Post 7, I decided to brainstorm on the issue of hidden discrimination against LGBTIQ in employment. The questions that I asked myself were who, what, when, where, why and how.

Who are Involved in the Issue?

  • LGBTIQ who are seeking for jobs, especially the ones who get rejected after their interviews;
  • LGBTIQ employees;
  • LGBTIQ who are fired from their jobs;
  • Businesses that are hiring;
  • The HR in these businesses;
  • The LGBTIQ employees in these businesses;
  • The clients of these businesses;
  • LGBTIQ’s co-workers;
  • Charity groups that help the unemployed LGBTIQ;
  • Lawyers;
  • Media;
  • Strangers on the Internet who might be triggered by the ridiculousness of the issue.

What is the Issue?

  • HR of a business turn down a possible LGBTIQ employee. The HR might not tell the possible employee why s/he got rejected, or might just say that it is due to his/her lack of skills. ‘You do not fit in the culture of our business’ is another excuse the HR might use to cover the true reason behind the rejection – the discrimination against LGBTIQ.
  • HR of a company fire an LGBTIQ employee after finding out about his/her LGBTIQ identity. The excuses mentioned in the first scenario will definitely be used in this situation: ‘We are disappointed in your performance in this company for the past two months and the financial cost you have caused for this company.’
  • An LGBTIQ employee who was sent to deal with a client is suddenly switched and a straight employee takes his/her job, because the client is a conservative person or has issues with LGBTIQ.

What will Happen when the Issue is Fixed?

  • The true quality will be realised.
  • Some conservative clients might get upset and leave the company.
  • Charity groups aimed to solve this issue will disappear or move on to solve other issues.
  • An increase in the number of LGBTIQ employees will relatively raise the respect of the society for LGBTIQ, making people realise that LGBTIQ is nothing but a label about a person’s gender identity or sexuality, which has nothing to do with their personality, talents or competence of working. It might also contribute to the decline in the amount of verbal and physical violence against LGBTIQ.
  • LGBTIQ job seekers will not be insecure because of their gender identity or sexuality.

What will Happen when the Issue is not Solved?

  • It will be difficult for LGBTIQ victims in this situation to seek legal help because of the lack of evidence, because there is no objective judgement or assessment on the reason why a business turns down a job seeker after an interview.
  • The unemployment of some talented LGBTIQ will cause waste of talent, which sometimes will be a loss for the society, even the human kind.
  • The increase in unemployment will (slightly) increase the burden of the government to feed unemployed LGBTIQ, and unemployment causes social problems.

When does the Issue Occur?

  • When businesses are hiring;
  • When graduates are faced with the challenge of employment;
  • When either the employers or the clients of the companies are LGBTIQ-phobic;
  • When a lawyer fails to save his/her LGBTIQ client from the unfair treatment given by the company or the society.

Where does the Issue Occur?

  • In the HR offices where decisions are made;
  • In businesses with conservative clients;
  • In the places where Donal Trump can get away with his LGBTIQ-phobic views;
  • In religious communities.

Why does the Issue Occur?

  • Because the law can not solve all the unfairness in the world;
  • Because the company is pressured by some conservative clients;
  • Because it is still a world where the voice of the majority counts and LGBTIQ are a minority;
  • Because some people rather believe a book that was written a long time ago than educate themselves with truth, reality and science;
  • Because businesses survive on money and benefits not fairness or love;
  • Because of the lack of knowledge of LGBTIQ;
  • Because the hiring/interviewing process is private and all due to the employers’ judgement.

Issue Statement

When businesses are hiring new employees, they might turn down LGBTIQ job seekers due to the business owners’ personal points of view or extreme religious belief or their concern with their conservative clients. However, under the pressure of the law or regulations that forbid businesses from rejecting or firing employees because of their gender identity or sexuality, they claim the reason of their rejection to be the job seekers’ lack of competence in the jobs or the noticeable difference between the job seekers’ personalities and the culture of the businesses. The dearth of credible evidence in this kind of situations because of the lack of transparency in the hiring process makes it difficult for LGBTIQ job seekers to seek legal help.

How could this Issue be Solved?

  • Conduct a series of experiments to compare the results of the interviews of the same people pretending to have two different gender identities or sexual orientations by the same companies and document the experiments to show the social prejudice.
  • Promote a symbol that can be adopted by companies to imply their LGBTIQ-friendliness and that can also be marked on CVs to create a secret language between LGBTIQ and LGBTIQ-firendly companies.
  • Create a mobile phone app via which LGBTIQ can look up if a company is LGBTIQ-friendly and on which LGBTIQ-phobic companies are exposed.
  • Design a video-sharing platform where LGBTIQ can upload their interviews after which they do not get the jobs to let other professionals or employers in the same industry to judge whether the rejection is based on their competence or their sexuality.
  • Create a data visualisation of the comparison of the benefits brought to their companies or the contribution to the society made by people with different sexual orientations and different gender identities from the same industry.

Design Proposal Draft

Among the five possible design solutions listed above, the most effective one to justify LGBTIQ and education the population is the data visualisation project of the financial achievements and the social contribution of the people from the same industry but with different gender identities or different orientations. One way of scraping data for this project is to explore Forbes lists. Either a series of infographics or a motion graphic video can be an effective format to showcase the results of the research.

POST 9: Visual documentation of the brainstorming session

In this group exercise every member in the group had to state their problem statement then allow the members in the group to ideate design solutions for your chosen problem. This was a brilliant exercise to explore the various potential design solutions. It allowed us to share our creativity without judgment, whilst encouraging one another to stay focused on ones chosen problem statement.

In class, each member was given a butchers paper to write down their problem statement in the centre of the paper then explain the problem to the group. The image below shows brainstorming on my chosen problem statement. The image shows group members initiation in coming up with wild ideas that encouraged me to generate and develop a unique design for my problem statement.

new doc 3_1.jpg

After each member participated in writing down a design idea they then explained their idea to me. The circled text indicates the ideas that I was most interested in. The ideas that I thought I could develop on were:

  • Generative design: Indicating when a LGBTIQ student/youth comes out or embrace their identity on social media.
  • Data visualization: Schools that have implemented safe schools program vs. schools that have not, and map of suburbs with LGBTIQ community.
  • Service design: Creating a service design that can impact the community about the positive outlook and result of safe schools program. Use students from a school that initiates safe schools program to educate the seniors about why they think the program is effective and beneficial for schools.
  • Service design: Creating a space at school for friends and family to experience and immerse into the benefits of safe schools programming.
  • Service design: Implementing ‘I stand up for minority/LGBTIQ’ leadership program at school that allows members to become public supporters in their school. They could wear badges to identify themselves as leaders.

The visual brainstorming allowed us to generate ideas more actively and quickly in this exercise. It didn’t matter how bad the idea could have been, it was all about getting the ideas on the paper as much as you can. The result of this strategy leads us to having vast amount of solid ideas to build on. This significant group exercise immensely allowed us to recognize the importance of collaboration and brainstorming.

By April Bae

Post 10: Reflection and proposition

In week 7, I was a bit confused about what I should do for my proposition. I was also confused about the different practice type as well. I thought of making a data visualisation to let people be aware of how same-sex couples have to go through. However, after long hours of research, it is not possible to find enough data on how many same-sex couples had gone oversea to marriage or where do they go.

In week 8, everything is kind of fall into places. I had ideas for my 3 visuals which was really useful for this tutorial. I got a really good solution for me to go with that direction and here is the details.


Project: One Way Ticket

Practice Type: Data Visualisation


The Aim:

  • To create an awareness for people to understand how same-sex couples had to get married oversea
  • To maybe change perspective of people who against marriage equality
  • To give a general knowledge of countries that have legalised same-sex marriage
  • To show how much they have travelled and spent to find home where they are accepted


The Issue:

  • Same-sex couples could not get married in their own country (Australia) so significant number of couples have immigrated to oversea where same-sex marriage is accepted to married and live.
  • They have to travel for very long distances and spend a lot of money to get to their destination.
  • Some of their families cannot join their special day because of varies of issues.


The Design:

  • Data that will need to be collected (countries where same-sex marriage is legal, distance from here to there, one-way plane ticket price, hours to get there)
  • Design will be in boarding pass form to give a feeling of a plane ticket
  • Data will be on the back of the boarding pass
  • Some facts
  • Will be printed out and give out to people.


The Possible Change:

  • Support same-sex couples who have gone through a big decision and go oversea
  • Support LGBTIQ community emotively
  • Change anti-same-sex marriage people views on Same-sex couples
  • Hopefully a PLEBISCITE.