The Listening Room

The Listening Room was an empathy-building installation designed to breathe life into previous research on digital exclusion in London. Often, qualitative research findings are left sitting on shelves, underutilized, despite their potential to inform and inspire meaningful action. At our annual Digital Inclusion (DI) Conference, attended by local authorities, DI experts, practitioners, and community organizations, we sought to change that.

By creating a space where attendees could directly engage with the real stories of people facing digital exclusion, The Listening Room encouraged participants to reconnect with the lived experiences of those they serve. It transformed static data into immersive narratives, fostering a deeper understanding of the challenges and emotions faced by digitally excluded individuals in London.

THE DESIGN

The Listening Room was designed as a small, intimate installation where attendees could step inside and listen to four carefully crafted audio stories. These narratives were inspired by persona-based research previously conducted on Londoners facing digital exclusion.

Persona Exploration

I revisited the personas from our research to ensure the stories reflected the diversity of experiences within the digital inclusion landscape. Each persona represented a story that highlighted unique challenges and circumstances Londoners face today.

Narrative Creation

To make the stories impactful, I wove together elements from the personas to create narratives that felt authentic, relatable, and emotionally engaging. Each story aimed to highlight not just the challenges faced but also the aspirations, frustrations, and resilience of the individuals. Together, the four stories highlighted the impact of services going online on each person along the journey - from individuals trying to use the services to staff in local authorities delivering them.

Recording Process

With the help of volunteers, I transformed these narratives into audio experiences. Volunteers lent their voices to the stories, ensuring they felt personal and human. The recordings were designed to evoke empathy and provoke reflection.

Interactive Experience

Attendees at the conference were invited to step into The Listening Room, an enclosed space designed to feel welcoming and contemplative. The stories played on a loop, allowing participants to immerse themselves in the voices and perspectives of those experiencing digital exclusion.

Listen to the four audio stories from the installation below!