Designing a personalised digital service
We complemented existing research with our own user research and co-design activities. We talked with people living with complex mental health and their carers to uncover their challenges, needs and how they access support. Our research led us to understand that for people with complex mental health, safe, flexible support options and personalised services are incredibly important.
To explore the hypothesis that SANE had about how the service should be designed, we created a series of workshops and guided the team through mapping the end-to-end service using experience principles, scenarios, and detailed personas. Over a series of rapid design sprints, we tested different aspects of the service with people with lived experience and specifically those with autism and intellectual disabilities.
We focused our efforts on key moments in their journey. This included ensuring that onboarding to the service was simple and personalised, that navigating the portal was intuitive, and that booking crucial support sessions was effortless.
At the heart of the experience was an engaging, relatable and encouraging tone of voice that supported people to navigate their options and helped ensure that their interactions were more than transactional.