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

1. Inspire's mission is to help young people lead happier lives
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2. Inspire's mission is to help young people lead happier lives 04/27/12
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3. What we found:
1 in 4 young people experience a mental health issue
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4. What we found:
30%
1 in 4 young people experience a mental health issue
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5. What we found:
70%
of young people
30%
will not seek help
1 in 4 young people experience a mental health issue
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6. Inspire's mission is to help young people lead happier lives 04/27/12
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7. www
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8. www
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9. www
A major shift to the way the service was conceptualised and delivered was needed
Inspire's mission is to help young people lead happier lives 04/27/12
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10. Next Steps
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11. Next Steps
Synthesise all the knowledge & data into
something usable & useful
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12. Next Steps
Synthesise all the knowledge & data into
something usable & useful
Integrate the two perspectives of mental
health and user experience
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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
Inspire's mission is to help young people lead happier lives 04/27/12
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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
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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 to
communicate to I need to know
the 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
Inspire's mission is to help young people lead happier lives 04/27/12

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
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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
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18. Getting it
all out
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19. Getting it
all out
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20. Getting it
all out
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21. Getting it
all out
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22. s
Pulling it all
together
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23. User journeys:
distilling key
attributes
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24. Inspire's mission is to help young people lead happier lives 04/27/12
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25. Inspire's mission is to help young people lead happier lives 04/27/12
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26. Mobile is public so
don’t SMS me
anything sensitive
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27. Mobile is public so
don’t SMS me
anything sensitive
You can talk to me
at BigDay Out but
be relevant
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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
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29. Inspire's mission is to help young people lead happier lives
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30. Inspire's mission is to help young people lead happier lives 04/27/12
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31. Spatial Mapping
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32. Issue Word Clouds
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33. ]
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34. ]
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35. ]
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36. ]
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37. Inspire's mission is to help young people lead happier lives 04/27/12
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38. Hmmm..How will
this work come
implementation
time?
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