Service Design 2012

Communicating, prototyping and adopting ReachOut.com’s future service strategy

Penny Hagen and Kitty Rahilly

In this presentation we describe the activities and tools used to communicate, prototype and enable the adoption of the future service strategy for the Inspire Foundation’s flagship service, ReachOut.com.

The Inspire Foundation is a not-for-profit organisation that aims to prevent youth suicide by improving young people’s mental health and wellbeing. An in-depth evaluation of the existing ReachOut.com service over 2010/11 suggested a major shift in the focus of the service was necessary to better reach young people experiencing mental health issues. The new service strategy required us to reconceptualise our service from being “the ReachOut.com website” to being one that existed and was delivered over a diverse range of touchpoints (e.g. Facebook, Big Day Out, schools, bus stops etc), in much more diverse formats and to a much more diverse audience. This was a significant change to the core function of the service with a major impact on those responsible for service delivery, particularly content and campaign development. Our presentation will share the tools, activities and methods we used to communicate the service strategy effectively to external stakeholders and enable the strategy to be understood, prototyped and adopted by the staff and young people who would be tasked with implementing it.

We’ll share how we adapted existing service design methods such as user journey maps to incorporate mental health program objectives and measures and developed new tools and activities such as spatial touch point mapping, issue word clouds and content prototyping to immerse staff in the new service strategy and allow them to experiment with the impact on service delivery. We will also reflect on the success of these tools to date in supporting and enabling implementation.

Audio

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Download: Communicating, prototyping and adopting ReachOut.com’s future service strategy (mp3 audio file)

Presentation