This document summarizes a case study conducted by Livework Studio to understand the mental wellbeing needs of Londoners and design an improved 24-hour mental health service. Through interviews with residents, they found many feel isolated and struggle to access help. Their proposed solution is a distributed network of mental health support integrated into digital platforms Londoners already use, rather than a single centralized website. This aims to reduce costs on the healthcare system by better meeting people's needs early on. They conducted small experiments and launched an initial centralized platform to test concepts.

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Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Working with people to design
inclusive mental wellbeing services
A case study of a discovery project with Public Health England
Jennifer Bagehorn
October 2018
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018

2. Hi
I’m Jenn
from Livework
@jennbage@jennbage Jennifer Bagehorn

3. I’m here to speak with you about
mental wellbeing

4. Please raise your
hand if you...

9. Icons by Made by Made

10. There are some practices that
can help take the edge off.

17. A short practice

18. 18
Image by Louis Blythe on Unsplash
Connect to
your breath

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Take a seat
Image by Aakash Gautam on Unsplash

20. How was it?

21. What’s right for me?

22. A case study:
Understanding Londoner’s needs
to design a 24h mental
wellbeing service

23. The challenges

24. London has the UK’s highest levels of anxiety and almost
a third of Londoners report low happiness levels with
half describing themselves as anxious.
The Office of National Statistics Annual Population Survey 2012/13

25. Many Londoners are likely to have a common mental
difficulty. Of these only 24% are likely to be receiving
clinical help for their condition.
The Office of National Statistics Annual Population Survey 2012/13

26. £7.5bn is spent each year by health and social care on
treatment, benefits, education and criminal justice.
A further £10.4 bn is lost each year to London business
and society.
The London Mental Health report 2014, GLA

27. Service design at scale

28. Individuals

29. Greater London

31. United Kingdom

32. The business case

38. Is this the right solution?

39. We approached the project from
three different perspectives

40. 40
Understand
user needs

41. 41
Organisational
capabilities
Understand
user needs

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Organisational
capabilities
Business
impact
Understand
user needs

43. What do Londoners need?

44. Meet Christina
Photo by Alice Hampson on Unsplash

45. "I think lack of sleep will make you
anxious, and that does make you
depressed, and obviously because of the
trauma what happened, but I just tried
to sail through it and I don't think it has
gone away.”

46. "I do find online very helpful though,
and speaking to people online is quite
good… 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.”

47. Meet Martin
Photo by Jesse Orrico on Unsplash

48. “I don’t really know what causes it, but
I know I sweat profusely when I sleep at
night. I don’t know why, but it wakes
me up.”

49. “I got my own house, that I own.… but
I’m not living in it since I split with my
wife. I get to see my child every
weekend, which is not ideal, I used to
love going home, helping her with her
homework….I’m back living in the
room that I grew up in….It’s not ideal is
it? That could be a contributing factor, I
don’t know.”

50. We learned we needed
to take a different approach.

51. Meet Londoners
where they are.

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This can happen on two levels
meeting him where he is in his
journey, in his ability to identify
and express his experiences
bringing relevant information
and services into the digital
spaces he visits
21

53. How can we deliver this?

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The NHS

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The NHS
Its scale gives it capacity
Its departments give it specialisation
Its processes promote quality
Its professionals animate this
infrastructure and provide the
humanising force within the health
system
but also makes it slow to change
but often create closed silos
but can also create barriers to
accessing services
but they struggle due to limited time
and resources
ChallengesStrengths

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Social media

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Social media
It’s quick to change
Information moves easily between
open channels
Access is immediate
The vast network of digital citizens
often has the time to interact
but difficult to control
but its quality is hard to assess
xxxxxx
but it’s also easy to quit
but their contributions are not
necessarily healthy and can be
dehumanising
ChallengesStrengths

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Combined forces to meet Londoners needs
The NHS Social Media

59. Integrate, don’t
duplicate.

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This works on two levels
Londoners already use
Facebook, Arsenal Blog, and
Whatsapp:
We don’t need to duplicate
channels
Mental health charities and
local organisations already
provide quality information
and services:
We don’t need to duplicate
effort
21

61. Our vision
A world where mental wellbeing
services are distributed into the
environments where people already are

62. Programmes
Meeting people
where they are
Doorway to healthier behaviour
Sleep app
Information YouTube video
Meetup
Social
media

63. Back to Martin

64. Becomes aware that he’s not alone

66. Finds out that help is out there

68. Discovers a service

70. Uses tools that work for him

72. Develops a routine

74. Gets consistent support

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1 2 3 4 5 6
Martin’s ‘doorway’ touchpoints
InformBecome aware Discover Use Develop Maintain
FacebookFacebook Youtube App Website App

77. We shared this vision of a
distributed service which challenged
the initial assumption of a single
centralised website

78. The team told Martin’s story to inform
and engage stakeholders

80. The distributed service is based on a
centralised support infrastructure

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Engagement and support model

82. Both, Christina and Martin, will find
their individual pathway to support

83. 83
Service ecosystem

84. What impact can this have?

85. £7.5bn is spent each year by health and social care. A
further £10.4 bn is lost each year to London business and
society.
The London Mental Health report 2014, GLA

86. Reduce cost
on the system.

87. Need for clinical help
Getting better without
clinical help
Access to the right
information and
services, safe
online spaces,
and peers
Support where needed
A smaller
percentage

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What we have learned
Integrating
delivery
instead of
duplicating
Reduce the
cost on the
system
Meeting
Londoners
where they
are

89. As a start, to test our hypothesis and
concepts, the team has conducted
small experiments

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Over 3,500 people clicked ads related to sleep

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To what service users went on to

92. In addition,
a centralised platform has been
implemented to help people
find the right
information and services

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Good-thinking.uk

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Matching
resources for
your needs

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Discovering new
services

96. This is a first step

97. What steps can you take today?

98. Connect with someone like you

99. Seek out information

100. Try a new service

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A start...

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Thank you
@jennbage@jennbage Jennifer Bagehorn
Contact
Jennifer Bagehorn
Service designer
0044 7517750902
jennifer@liveworkstudio.com