Counter Terrorism Policing
Creating a Lifeline – Preventing Radicalisation Through Digital Support
Agency
Client
App Design
Team
Niq Curry – Strategic Director
Avik Kar – Researcher
Alice Heath – Design
Laura Harding – Product
Maarten VanZuidam – Project Management
The Challenge
When someone you care about starts to change, it can be deeply unsettling.
You might notice them withdrawing, adopting new beliefs, or disconnecting from old friends and family. You want to help, but fear and uncertainty can keep you silent. You worry about overreacting, or worse, pushing them further away.
This project was about breaking that silence – creating a digital space where people can take the first, often hardest, step towards helping someone they care about. It needed to be a place of trust, not fear. A place of action, not hesitation.
Understanding the Problem
Radicalisation is a deeply personal and often hidden process, making early intervention challenging. Families and friends may notice concerning changes in behavior but feel uncertain or fearful about reaching out for support.
Counter Terrorism Policing needed a platform that addressed this hesitation, encouraging early engagement without stigma, while being closely monitored by the media and public for its tone and approach.
The stakes were high, requiring a balance between providing clear, supportive information and ensuring user safety and data privacy.
Our Strategic Approach
This project demanded a deeply human approach – one that didn’t just inform but truly understood:
Empathy First: Hearing the Real Stories:
We sat down with families, friends, and frontline support workers who had seen radicalisation up close. We listened as they described the slow, confusing change in someone they cared about – and the overwhelming fear of doing the wrong thing.
We mapped out these emotional journeys, pinpointing the exact moments when people felt ready to reach out – and the fears that held them back.
Designing for accessibility and real world context
We knew this site had to feel safe, judgment-free, and private from the moment someone arrived. We designed intuitive, supportive pathways that felt like a helping hand, not a cold form.
We chose our words carefully – using plain, compassionate language that encouraged action without judgment.
Testing for Real Life
We didn’t just build this platform – we tested it with real people, watching for the moments they hesitated, the words that made them stop, and the clicks they didn’t take.
We adjusted, iterated, and refined based on real human reactions, ensuring every part of the site made people feel seen, heard, and supported.
Delivering results
The final platform became more than just a website – it became a lifeline:
+ Personalized Pathways: Clear, supportive paths based on the visitor’s relationship to the person of concern, whether they’re a friend, family member, or colleague.
+ Anonymity and Privacy: Built-in privacy features to encourage honesty without fear of exposure.
+ Warm, Human Language: Every word chosen to reduce stigma and encourage real, meaningful action.
+ Easy, Instant Support: Simple access to live chat, phone support, and self-help tools for those ready to take the next step.
+ Built for the Long Term: Ongoing improvements based on real-world feedback, ensuring the platform continues to meet the needs of those it serves.
let’s get started right now
If you would like to work with us or just want to get in touch, we’d love to hear from you!