Facing into the future: Redesigning the ReachOut youth service
ReachOut, Australia’s leading online mental health organisation for young people, recently found itself with an opportunity and imperative to set a new strategic service vision for its youth service. Since 1998, ReachOut has delivered online tools that address health and reduce youth suicide, to the tune of 1.31 million Australians visiting each year. Despite this reach, ReachOut has found themselves in a dramatically changing service landscape. Smartphone usage amongst Australian teenagers has increased from 25% in 2011 to 80% in 2015. Young people are more purposeful consumers and producers of content, and expectations of engagement and personalisation have increased. Policy changes see a growing demand for accessible, affordable, responsive and personally controlled mental health services, putting digitally-accessible health services at the heart of our future health system. The service model of today is not going to serve the changing needs of young people, nor take advantage of the changing digital and mental health environments.
This talk will look at the lessons learned in:
- Drive for change: Why should an organisation change their service model? What needs to shift?
- Engaged organisation: What are the best ways to engage the organisation in creating a future service model?
- Engaged customer : What are the best ways to engage the customer in creating a future service model?
- Expanding the service model: How do we shift how we view the service and reframe our role?
- Planning for implementation: How do you move from vision to planning to implementation?