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

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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. Presentation given by @Penny Hagen and @KittyRahilly at Service Design Conference Australia 2012

http://www.uxaustralia.com.au/servicedesign-2012/reachout-future-service-strategy

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

  1. 1. Inspires mission is to help young people lead happier lives1
  2. 2. Inspires mission is to help young people lead happier lives 04/27/122
  3. 3. What we found: 1 in 4 young people experience a mental health issue Inspires mission is to help young people lead happier lives 04/27/123
  4. 4. What we found: 30% 1 in 4 young people experience a mental health issue Inspires mission is to help young people lead happier lives 04/27/123
  5. 5. What we found: 70% of young people 30% will not seek help 1 in 4 young people experience a mental health issue Inspires mission is to help young people lead happier lives 04/27/123
  6. 6. Inspires mission is to help young people lead happier lives 04/27/124
  7. 7. www Inspires mission is to help young people lead happier lives 04/27/124
  8. 8. www Inspires mission is to help young people lead happier lives 04/27/124
  9. 9. www A major shift to the way the service was conceptualised and delivered was needed Inspires mission is to help young people lead happier lives 04/27/124
  10. 10. Next Steps Inspires mission is to help young people lead happier lives 04/27/125
  11. 11. Next Steps Synthesise all the knowledge & data into something usable & useful Inspires mission is to help young people lead happier lives 04/27/125
  12. 12. Next Steps Synthesise all the knowledge & data into something usable & useful Integrate the two perspectives of mental health and user experience Inspires mission is to help young people lead happier lives 04/27/125
  13. 13. Next Steps Synthesise all the knowledge & data into something usable & useful Integrate the two perspectives of mental health and user experience Communicate the strategy effectively Inspires mission is to help young people lead happier lives 04/27/125
  14. 14. Next Steps Synthesise all the knowledge & data into something usable & useful Integrate the two perspectives of mental health and user experience Communicate the strategy effectively Enable and empower those responsible for implementing the strategy Inspires mission is to help young people lead happier lives 04/27/125
  15. 15. I need to know I need to know how this impacts I need to know how to continue my job how this impacts I need to know to engage the youth how this impacts existing users strategy the youth strategy I need tocommunicate to I need to knowthe board what I need to develop how to actually business we are doing implement this requirements I need to know how it work from I need to a mental health communicate I need to know perspective this to the how will it work Minister for from the I need to know Health perspective of how to migrate content young people Inspires mission is to help young people lead happier lives 04/27/12
  16. 16. Our Approach A workshop with the strategy A workshop with other internal team to pull it all together stakeholders to share what we found Inspires mission is to help young people lead happier lives 04/27/1277
  17. 17. Our Approach A workshop with the strategy A workshop with other internal team to pull it all together stakeholders to share what we found amazing magic Inspires mission is to help young people lead happier lives 04/27/1277
  18. 18. Getting it all out Inspires mission is to help young people lead happier lives 04/27/12818
  19. 19. Getting it all out Inspires mission is to help young people lead happier lives 04/27/12818
  20. 20. Getting it all out Inspires mission is to help young people lead happier lives 04/27/12818
  21. 21. Getting it all out Inspires mission is to help young people lead happier lives 04/27/12818
  22. 22. s Pulling it all together Inspires mission is to help young people lead happier lives Inspires mission is to help young people lead happier lives 04/27/12 04/27/12918
  23. 23. User journeys: distilling key attributes Inspires mission is to help young people lead happier lives 04/27/1210
  24. 24. Inspires mission is to help young people lead happier lives 04/27/1211 18
  25. 25. Inspires mission is to help young people lead happier lives 04/27/1212 18
  26. 26. Mobile is public so don’t SMS me anything sensitive Inspires mission is to help young people lead happier lives 04/27/1212 18
  27. 27. Mobile is public so don’t SMS me anything sensitive You can talk to me at BigDay Out but be relevant Inspires mission is to help young people lead happier lives 04/27/1212 18
  28. 28. Mobile is public so don’t SMS me anything sensitive You can talk to me on Facebook, but nothing too serious You can talk to me at BigDay Out but be relevant Inspires mission is to help young people lead happier lives 04/27/1212 18
  29. 29. Inspires mission is to help young people lead happier lives Inspires mission is to help young people lead happier lives 04/27/12 04/27/1213 18
  30. 30. Inspires mission is to help young people lead happier lives 04/27/1214
  31. 31. Spatial Mapping Inspires mission is to help young people lead happier lives Inspires mission is to help young people lead happier lives 04/27/12 04/27/1215 18
  32. 32. Issue Word Clouds Inspires mission is to help young people lead happier lives 04/27/1216
  33. 33. ] Inspires mission is to help young people lead happier lives 04/27/1217
  34. 34. ] Inspires mission is to help young people lead happier lives 04/27/1217
  35. 35. ] Inspires mission is to help young people lead happier lives 04/27/1217
  36. 36. ] Inspires mission is to help young people lead happier lives 04/27/1217
  37. 37. Inspires mission is to help young people lead happier lives 04/27/1218
  38. 38. Hmmm..How will this work come implementation time? Inspires mission is to help young people lead happier lives 04/27/1219

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