discovery and service design - healthy london partnership · discovery and go-live phases 22 worked...

Dr Richard Graham – Clinical Director, Good Thinking

Discovery and Service

Design

The Challenge

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User Needs: Starting Point for Digital Service Design

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Digital service standard

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5

Offline Discovery

Learning from Londoners

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• Learning from Londoners interviewed in their own homes, in shopping centres, on campus, in community workshops, online surveys

Key Insights (1)

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Enablers and Barriers

People are looking for information and self-help resources online in large numbers. They need to know that their experience of mental health is something that can be helped, and how to find it.

Barriers:

a) Limited awareness and knowledge

b) Lack of trust

c) Stigma

d) Cultural

Finding the right resource

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Key Insights (2)

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• Connecting with people ‘where they are’ online

• Londoners need to be met where they are, and offered information and services that fit in with stressful, busy lives.

Key Insights (3)

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• Safety, Trust and Discretion

• Londoners value safety and trust very highly, especially when dealing with personal struggles.

"When you are doing forums, you are talking live

to people but you just don't know who you are

talking to (...) you just have to go on what they are

telling you."

Digital mental wellbeing service priorities

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Key Insights (4)

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• Others like me ?

• People feel less alone and supported by learning online about other peoples’ experiences with no obligation to participate themselves

"I do find online very helpful though, and speaking to

people online is good.(Why?) Just maybe, to see what

other people are going through and that might help you,

that your situation is not so bad. Or maybe that you are

giving somebody advice, that can help them as well, that's

a good thing. It's about helping each other.”

Lisa

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• Lisa 23, studying full time with online university

• Struggles with social anxiety and panic episodes. Doesn’t want to talk with GP, commit to CBT or take medication.

• Wants help in preventing panic episodes.

Rita

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• Rita, 36, recently left abusive relationship, now

unemployed, living in a hostile, struggling with family

conflicts. She feels exhausted, alone, and full of self-

doubt. She worries intensively and feels her brain just

won’t wake up, like a constant hangover.

• Rita values anonymity online and values hearing from

others who have overcome their struggles. She uses

anonymous communities which reduce her loneliness

and gives her confidence to move forward.

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Online Discovery

Social listening

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Mental Health Channels

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Communities Discussing Mental Health

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Trends

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• Learning from 45,000 Twitter users in tweeting about experience of mental health issues

Journey to Seeking Help

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People who have

not sought

professional help

People who have

sought

professional help

Learning from Facebook interactions

21

Discovery and go-live phases

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Worked with Londoners to co-design the service. It determined that Londoners wanted the

service to be:

Inclusive Friendly Non-

judgemental Empowering Collaborative

• Multiple ways of offering support outside conventional mental health service

• Avoided the associated stigma

• Available 24/7

• Online – (web and app-based)

• Peer-to-peer

• Face to face

• Good Thinking went live in November 2017,

• Overseen by a steering group with representation including Directors of Public Health, Public Health

England (PHE), and Clinical Commissioning Groups (CCGs)

Clinical Governance

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End to end Digital Service • Digital marketing has clinical and BIT oversight • Assurance regarding resources • Self-assessment/triage • Urgent Support signposting