DISCOVERY REPORT
SECTION A - CONTEXT
CONTENTS SECTION A - CONTEXT Executive summary Client brief - summary and service requirements
EXECUTIVE SUMMARY CONTEXT This discovery report aims to understand what the user needs and requirements are for the development of a web app to support mental
SECTION B - INSIGHTS Research methods Participant demographics
health referrals and self management. This service could involve several potential providers and in the first instance will focus on the specific needs of children and young people.
User needs
INSIGHTS
Our hypothesis
Five online workshops have been carried out to date with up to
Workshop activities
fourteen young people some of whom have experience of accessing
SECTION C - RECOMMENDATIONS
mental health support. As a result, fifteen user stories have been
Alpha epics
produced as insights to guide the design process. Each user story has
KPI’s
its own acceptance criteria, hypothesis and riskiest assumptions which
Alpha validation
will form a basis for the alpha development recommendations.
SECTION D - APPENDICES
RECOMmENDATIONS
Privacy and confidentiality Glossary About Mindwave
Three clear epics have been defined for further design exploration in alpha phase with specific features that would be prototyped and user tested against the riskiest assumptions and key performance indicators, ensuring that they meet the user acceptance criteria prior to coding in the BETA phase.
SECTION A - CONTEXT
CONTENTS SECTION A - CONTEXT Executive summary Client brief - summary and service requirements
EXECUTIVE SUMMARY CONTEXT This discovery report aims to understand what the user needs and requirements are for the development of a web app to support mental
SECTION B - INSIGHTS Research methods Participant demographics
health referrals and self management. This service could involve several potential providers and in the first instance will focus on the specific needs of children and young people.
User needs
INSIGHTS
Our hypothesis
Five online workshops have been carried out to date with up to
Workshop activities
fourteen young people some of whom have experience of accessing
SECTION C - RECOMMENDATIONS
mental health support. As a result, fifteen user stories have been
Alpha epics
produced as insights to guide the design process. Each user story has
KPI’s
its own acceptance criteria, hypothesis and riskiest assumptions which
Alpha validation
will form a basis for the alpha development recommendations.
SECTION D - APPENDICES
RECOMmENDATIONS
Privacy and confidentiality Glossary About Mindwave
Three clear epics have been defined for further design exploration in alpha phase with specific features that would be prototyped and user tested against the riskiest assumptions and key performance indicators, ensuring that they meet the user acceptance criteria prior to coding in the BETA phase.
SECTION A - CONTEXT
CLIENT BRIEF SUMMARY Understand what the user journey might look like for young people with a mental health referral. Examine the challenges, fears and issues they face when getting a referral, as well as understanding their perspectives on what they believe could improve this referral journey and encourage them to access mental health services. Determine what the referral form platform developed for children and young people might look like, and what resources it could include to help with their journey. Develop this for a future MVP to also take account of adult self referral needs.
SECTION A - CONTEXT
CLIENT BRIEF SUMMARY Understand what the user journey might look like for young people with a mental health referral. Examine the challenges, fears and issues they face when getting a referral, as well as understanding their perspectives on what they believe could improve this referral journey and encourage them to access mental health services. Determine what the referral form platform developed for children and young people might look like, and what resources it could include to help with their journey. Develop this for a future MVP to also take account of adult self referral needs.
SECTION A - CONTEXT
SERVICE REQUIREMENTS From an initial client meeting we received high level indication of the business case and user need for the platform, alongside indication of some essential characteristics that might be important for users as follows: THE NEED Currently NHS cant meet demand for mental health services Given the pandemic - Demand will rise further and budgets are decreasing This results in long waiting lists for mental health services made worse by covid and isolation NHS cant reach CYP who need care in a way that suits them
PRIORITIES Anonymity vs reporting vs clinical safety of offering the pathways Data protection Conditional journeys - at the relevant points for the user NOT duplicating everything that is already available - not like Kooth etc Smooth transfer of the care record
POTENTIAL SOLUTIONS Resources: Adapting from adults to children especially around language Foreign language support Admin portal Various routes to referral - trust, direct self referral and 3rd party To include CAMHS referrals Welcome platform dashboard that centres all referral routes through Chat referrals and triage and signposting therapy services Things like Peer to peer, self help resources etc
THE USERS CYP 11-18 (age ranges) Referring organisation CAMHS, charities, schools, GP’s Community / voluntary organisations social workers Parents and carers Admin staff Funding organisations Psychological therapies delivered by allied health professionals and psychiatrists
Gateway for trusts inclusive of care records
SECTION A - CONTEXT
SERVICE REQUIREMENTS From an initial client meeting we received high level indication of the business case and user need for the platform, alongside indication of some essential characteristics that might be important for users as follows: THE NEED Currently NHS cant meet demand for mental health services Given the pandemic - Demand will rise further and budgets are decreasing This results in long waiting lists for mental health services made worse by covid and isolation NHS cant reach CYP who need care in a way that suits them
PRIORITIES Anonymity vs reporting vs clinical safety of offering the pathways Data protection Conditional journeys - at the relevant points for the user NOT duplicating everything that is already available - not like Kooth etc Smooth transfer of the care record
POTENTIAL SOLUTIONS Resources: Adapting from adults to children especially around language Foreign language support Admin portal Various routes to referral - trust, direct self referral and 3rd party To include CAMHS referrals Welcome platform dashboard that centres all referral routes through Chat referrals and triage and signposting therapy services Things like Peer to peer, self help resources etc
THE USERS CYP 11-18 (age ranges) Referring organisation CAMHS, charities, schools, GP’s Community / voluntary organisations social workers Parents and carers Admin staff Funding organisations Psychological therapies delivered by allied health professionals and psychiatrists
Gateway for trusts inclusive of care records
SECTION B - INSIGHTS
RESEARCH METHODs DIsCOVERY PHASE Discovery is a process of collecting and analysing information about the project, and its audience. It enables a well-rounded and in-depth understanding of end user goals, needs and limitations so that we may consider these alongside project scope, timeline and budget constraints. It was agreed that the discovery phase of this project would consist of a three way collaboration between Mindwave, Participation people and Acacium. In this discovery phase, Mindwave has sought to understand the experiences of children and young people through a series of five discovery sessions which explored their previous use of mental health services. Our research to date has included purely qualitative methods of gathering data carried out online using Miro, (an online collaborative whiteboard). The sessions were guided by both Acacium and Mindwave and facilitated by Participation people. This approach allowed us to explore various relevant topics to elicit in depth insights, highlighting attitudinal and emotive responses to various stimuli in order to form our recommendations for alpha design development and user testing.
SECTION B - INSIGHTS
RESEARCH METHODs DIsCOVERY PHASE Discovery is a process of collecting and analysing information about the project, and its audience. It enables a well-rounded and in-depth understanding of end user goals, needs and limitations so that we may consider these alongside project scope, timeline and budget constraints. It was agreed that the discovery phase of this project would consist of a three way collaboration between Mindwave, Participation people and Acacium. In this discovery phase, Mindwave has sought to understand the experiences of children and young people through a series of five discovery sessions which explored their previous use of mental health services. Our research to date has included purely qualitative methods of gathering data carried out online using Miro, (an online collaborative whiteboard). The sessions were guided by both Acacium and Mindwave and facilitated by Participation people. This approach allowed us to explore various relevant topics to elicit in depth insights, highlighting attitudinal and emotive responses to various stimuli in order to form our recommendations for alpha design development and user testing.
SECTION B - INSIGHTS
PARTICIPANT DEMOGRAPHICS
PARTICIPANT 5 HE / HIM - AGE 15 SOUTHAMPTON
Hasn’t used mental health support before because he doesn’t want people to know about his struggle.
PARTICIPANT 1
PARTICIPANT 6 SHE / HER - AGE 17
HE / HIM - AGE 15
mental health services but
---------------------------BIRMINGHAM
-------------------
PARTICIPANT 2 SHE / HER - AGE 16
Did counselling for a few fear of failing.
PARTICIPANT 3 HE / HIM - AGE 16
SHE / HER - AGE 15
Was bullied in primary & secondary school but never
LONDON
got counselling.
PARTICIPANT 8 Accessed basic support a few years ago, has friends that
------------------
has never taken it up.
PARTICIPANT 7
weeks. Has exam stress and LONDON
Has been offered help with
can’t get help.
SHE / HER - AGE 13
Diagnosed with OCD and social anxiety. Has used
BIRMINGHAM
different services but no mental health programs.
PARTICIPANT 4
PARTICIPANT 9 SHE / HER - AGE 14
HE / HIM - AGE 18 Mental health frustrations LONDON
around not being heard.
Was bullied in primary school, has gone through her school’s
LONDON
mental health program but never used CAMHS.
SECTION B - INSIGHTS
PARTICIPANT DEMOGRAPHICS
PARTICIPANT 5 HE / HIM - AGE 15 SOUTHAMPTON
Hasn’t used mental health support before because he doesn’t want people to know about his struggle.
PARTICIPANT 1
PARTICIPANT 6 SHE / HER - AGE 17
HE / HIM - AGE 15
mental health services but
---------------------------BIRMINGHAM
-------------------
PARTICIPANT 2 SHE / HER - AGE 16
Did counselling for a few fear of failing.
PARTICIPANT 3 HE / HIM - AGE 16
SHE / HER - AGE 15
Was bullied in primary & secondary school but never
LONDON
got counselling.
PARTICIPANT 8 Accessed basic support a few years ago, has friends that
------------------
has never taken it up.
PARTICIPANT 7
weeks. Has exam stress and LONDON
Has been offered help with
can’t get help.
SHE / HER - AGE 13
Diagnosed with OCD and social anxiety. Has used
BIRMINGHAM
different services but no mental health programs.
PARTICIPANT 4
PARTICIPANT 9 SHE / HER - AGE 14
HE / HIM - AGE 18 Mental health frustrations LONDON
around not being heard.
Was bullied in primary school, has gone through her school’s
LONDON
mental health program but never used CAMHS.
SECTION B - INSIGHTS
PARTICIPANT 10 HE / HIM - AGE 17 LONDON
Was close to suicide because of bullying. Has used Catch 22 and CAMHS in the past but stopped after a few weeks.
PARTICIPANT 11 Has struggled with mental SHE / HER - AGE 14 -------------------
PARTICIPANT 12 SHE / HER - AGE 21
health for past few years, feels it’s getting worse. Never accessed professional help but has friends to support her. Was at CAMHS then referred to Forward Thinking when she turned 17. Contacted by
-------------------
PARTICIPANT 13 HE / HIM - AGE 14 -------------------
Red Cross when hospitalised. Mental health has been bad since the pandemic. Has access CAMHS in the past but had no follow up afterwards.
PARTICIPANT 14 HE / HIM - AGE 17 LONDON
----------------------------
SECTION B - INSIGHTS
PARTICIPANT 10 HE / HIM - AGE 17 LONDON
Was close to suicide because of bullying. Has used Catch 22 and CAMHS in the past but stopped after a few weeks.
PARTICIPANT 11 Has struggled with mental SHE / HER - AGE 14 -------------------
PARTICIPANT 12 SHE / HER - AGE 21
health for past few years, feels it’s getting worse. Never accessed professional help but has friends to support her. Was at CAMHS then referred to Forward Thinking when she turned 17. Contacted by
-------------------
PARTICIPANT 13 HE / HIM - AGE 14 -------------------
Red Cross when hospitalised. Mental health has been bad since the pandemic. Has access CAMHS in the past but had no follow up afterwards.
PARTICIPANT 14 HE / HIM - AGE 17 LONDON
----------------------------
SECTION B - INSIGHTS
WORKSHOP TITLE ACTIVITES
WORKSHOP 1 - HEllo!
Executive summary
4
Brief
6
Discovery methods
oVERVIEW User personas: High level themes
Service users
WORKSHOP 1 - HELLO! Clinicians
Introduction to the project Administrators and managers Educators
WORKSHOP 2 - MENTAL HEALTH AND ME KPIs and validation
Discussion on mental health journeys and unique perspectives Recommended epics Project goals per user group
WORKSHOP 3 - WHAT’S POSSIBLE? Service blueprint
Existing tech evaluation and concept generation Branding and user interface recommendations Summary and deliverables
WORKSHOP 4 - WHAT’S NEXT? Privacy and security Design validation and feature focus Glossary About Mindwave
WORKSHOP 5 - HOW ABOUT THIS? High resolution review and future suggestions
9 12
13 PARTICIPANTS - 90 MINS ACTIVITIES Introduction to Acacium and Mindwave Outline of project purpose
14
Discussion on mental health and happiness
22
Introduction to the mental health service journey
28 36
OBJECTIVES
40
The aim of the workshop was to get participants comfortable and
42
familiar with the purpose of the workshops and to make a start
44
identifying the positive and negative experiences they faced when
46
accessing mental health services in the past. It was hoped that we
48
could generate high level themes of interest to the group, especially
54
in relation to the systems and processes they encountered in order
55
to evaluate opportunities for further exploration in relation to digital
56
interventions in workshop two.
58
DESCRIPTION To begin the workshop everybody in the group was introduced to each other. They played a naming game as an initial icebreaker. They were then told more details about how they were helping to design a mental health app/platform for young people. They discussed language and terminology used by young people and were given a ‘car park’ space for placing ad hoc ideas.
SECTION B - INSIGHTS
Next the participants were asked to identify how happy there were on a happiness scale and think about what a ‘good’ or ‘bad’ day may feel like. To follow from that, they were then asked to think about the ‘good, bad and ugly’ when accessing mental health services. The second half of the workshop was aimed to create discussion on how the highlighted pain points could be solved. Homework was set to complete their personal profiles and to continue adding any pain points/frustrations about their current experiences with mental health services .
KEY THEMES & INSIGHTS Privacy & confidentiality is super important to the young people The service should feel fully customisable The language should not feel dismissive The content and features should reinforce a sense of the young people being valued There should be additional support available outside the service
SECTION B - INSIGHTS
Next the participants were asked to identify how happy there were on a happiness scale and think about what a ‘good’ or ‘bad’ day may feel like. To follow from that, they were then asked to think about the ‘good, bad and ugly’ when accessing mental health services. The second half of the workshop was aimed to create discussion on how the highlighted pain points could be solved. Homework was set to complete their personal profiles and to continue adding any pain points/frustrations about their current experiences with mental health services .
KEY THEMES & INSIGHTS Privacy & confidentiality is super important to the young people The service should feel fully customisable The language should not feel dismissive The content and features should reinforce a sense of the young people being valued There should be additional support available outside the service
SECTION B - INSIGHTS
Next the participants were asked to identify how happy there were on a happiness scale and think about what a ‘good’ or ‘bad’ day may feel like. To follow from that, they were then asked to think about the ‘good, bad and ugly’ when accessing mental health services. The second half of the workshop was aimed to create discussion on how the highlighted pain points could be solved. Homework was set to complete their personal profiles and to continue adding any pain points/frustrations about their current experiences with mental health services .
KEY THEMES & INSIGHTS Privacy & confidentiality is super important to the young people The service should feel fully customisable The language should not feel dismissive The content and features should reinforce a sense of the young people being valued There should be additional support available outside the service
SECTION B - INSIGHTS
WORKSHOP 2 - MENTAL HEALTH AND ME 13 PARTICIPANTS - 90 MINS ACTIVITIES Personal profile mapping In-depth discussion about mental health service journeys
OBJECTIVES
POSITIVE THEMES & INSIGHTS Talking to peers about their mental health Being offered a choice of services Privacy being kept Friendly professionals A choice of different communication (phone calls, text, video chat) A short waiting period Distractions i.e games, mental health pet, mental health ‘chill out’ room
The aim of this workshop was to identify and to unpick in more detail the current experiences faced when accessing mental health services from beginning to end from each users unique perspective. We also wanted to gain insight into expected and ideal experiences participants wanted on this journey.
DESCRIPTION After an icebreaker game ‘Guess Who’ discussion was started based on a recap of the first workshop and the profile homework. Participants were asked to make post it notes detailing the different experiences they faced at different points of their journey, from initially speaking to someone, to being referred, to actually getting help. They were asked to write about things that worked during these experiences and things that did not work or could have been a better experience. They were also asked to make notes on how covid had also affected their journey.
NEGATIVE THEMES & INSIGHTS Lack of privacy Forced referral / escalation / not being able to self refer Feeling patronised Too many different professional getting involved Too many questions Long waiting times Only being offered one service or solution Not having the option for more or less sessions
SECTION B - INSIGHTS
WORKSHOP 2 - MENTAL HEALTH AND ME 13 PARTICIPANTS - 90 MINS ACTIVITIES Personal profile mapping In-depth discussion about mental health service journeys
OBJECTIVES
POSITIVE THEMES & INSIGHTS Talking to peers about their mental health Being offered a choice of services Privacy being kept Friendly professionals A choice of different communication (phone calls, text, video chat) A short waiting period Distractions i.e games, mental health pet, mental health ‘chill out’ room
The aim of this workshop was to identify and to unpick in more detail the current experiences faced when accessing mental health services from beginning to end from each users unique perspective. We also wanted to gain insight into expected and ideal experiences participants wanted on this journey.
DESCRIPTION After an icebreaker game ‘Guess Who’ discussion was started based on a recap of the first workshop and the profile homework. Participants were asked to make post it notes detailing the different experiences they faced at different points of their journey, from initially speaking to someone, to being referred, to actually getting help. They were asked to write about things that worked during these experiences and things that did not work or could have been a better experience. They were also asked to make notes on how covid had also affected their journey.
NEGATIVE THEMES & INSIGHTS Lack of privacy Forced referral / escalation / not being able to self refer Feeling patronised Too many different professional getting involved Too many questions Long waiting times Only being offered one service or solution Not having the option for more or less sessions
SECTION B - INSIGHTS
WORKSHOP 3 - WHAT’s POSSIBLE? 12 PARTICIPANTS - 90 MINS ACTIVITIES Discussion about technology access and devices Feedback on other mental health apps for young people Introduction to initial wireframes Feedback on user journey flow and suggested layout
OBJECTIVES The aim of this workshop was to validate previous findings, look at technology and establish the level of internet and device access participants had. We also wished to gain evaluative feedback on other apps used by young people and begin generative co-design of the initial wireframes for the service.
DESCRIPTION To begin the workshop the group was asked to run through their homework from workshop two which was to identify what kind of technology they had access to on a regular basis. They discussed their preferences and what level of internet access they had in more detail. The majority of the participants used laptops and smart phones and the majority also all had wifi access at home and school. Although this insight would be expected given the nature of the remote workshops all being conducted online.
SECTION B - INSIGHTS
WORKSHOP 3 - WHAT’s POSSIBLE? 12 PARTICIPANTS - 90 MINS ACTIVITIES Discussion about technology access and devices Feedback on other mental health apps for young people Introduction to initial wireframes Feedback on user journey flow and suggested layout
OBJECTIVES The aim of this workshop was to validate previous findings, look at technology and establish the level of internet and device access participants had. We also wished to gain evaluative feedback on other apps used by young people and begin generative co-design of the initial wireframes for the service.
DESCRIPTION To begin the workshop the group was asked to run through their homework from workshop two which was to identify what kind of technology they had access to on a regular basis. They discussed their preferences and what level of internet access they had in more detail. The majority of the participants used laptops and smart phones and the majority also all had wifi access at home and school. Although this insight would be expected given the nature of the remote workshops all being conducted online.
SECTION B - INSIGHTS
Next the participants were presented with a selection of mental health
KEY THEMES & INSIGHTS
apps aimed at young people and asked to dot vote on any they were
Theme options (skins) were cited as desirable incase you want to
familiar with. The majority had not used any of the listed apps. Kooth,
change or customise for personal or accessibility needs
Calm Harm and Blue Ice were familiar to several of the participants but
First thing that should be shown is a notice saying it will be private
their experiences were very limited.
Welcome message should be included perhaps with a smiley face/icon There should be motivational quotes as people will be having a hard
Participants were then asked to look at apps from their own devices
time if they are signing up
that they used regularly and discuss aspects that they liked or didn’t
There should be an option to not show name / have a nickname
like next to screenshots. Apps with a simple layouts, customisable
Pronoun options should be available
profiles, bright colours and the option for dark mode were favoured.
There should be the ability to change information
The undesirable features mentioned included apps without a darkmode option, confusing navigation/buttons, adverts and apps that closed or stopped playing if you locked your phone. Confusing or poorly laid out menus, messaging features were also mentioned. For the final section of the workshop the participants were presented with a simple user flow alongside wireframes based on a proposed sign up and onboarding flow. A user persona ‘Kiran’ was created to give them a scenario of someone going through this process. They were asked to discuss and use post it notes to comment on the flow and wireframe layout. They were asked to consider what ‘Kiran’ would go through but also to relate this to themselves and/or friends or family members in different situations who would go through this process also.
SECTION B - INSIGHTS
Next the participants were presented with a selection of mental health
KEY THEMES & INSIGHTS
apps aimed at young people and asked to dot vote on any they were
Theme options (skins) were cited as desirable incase you want to
familiar with. The majority had not used any of the listed apps. Kooth,
change or customise for personal or accessibility needs
Calm Harm and Blue Ice were familiar to several of the participants but
First thing that should be shown is a notice saying it will be private
their experiences were very limited.
Welcome message should be included perhaps with a smiley face/icon There should be motivational quotes as people will be having a hard
Participants were then asked to look at apps from their own devices
time if they are signing up
that they used regularly and discuss aspects that they liked or didn’t
There should be an option to not show name / have a nickname
like next to screenshots. Apps with a simple layouts, customisable
Pronoun options should be available
profiles, bright colours and the option for dark mode were favoured.
There should be the ability to change information
The undesirable features mentioned included apps without a darkmode option, confusing navigation/buttons, adverts and apps that closed or stopped playing if you locked your phone. Confusing or poorly laid out menus, messaging features were also mentioned. For the final section of the workshop the participants were presented with a simple user flow alongside wireframes based on a proposed sign up and onboarding flow. A user persona ‘Kiran’ was created to give them a scenario of someone going through this process. They were asked to discuss and use post it notes to comment on the flow and wireframe layout. They were asked to consider what ‘Kiran’ would go through but also to relate this to themselves and/or friends or family members in different situations who would go through this process also.
SECTION B - INSIGHTS
SECTION B - INSIGHTS
SECTION B - INSIGHTS
WORKSHOP 4 - what’s next?
their child’s mental health support. Overall participants felt that this had to be handled with great sensitivity as parent involvement could also contribute to a child’s mental health positively and negatively.
14 PARTICIPANTS - 90 MINS Participants were asked to come up with potential names they thought
ACTIVITIES
would work well for the platform based on all our discussions and then
Wireframe features and userflow validation
vote on the ones they preferred the most. Unbottle, Eirene and My
Discussion on privacy and consent
Time were the three most favourite suggestions with Unbottle getting
Discussion on chatbot feature and it’s functionality
the majority of votes in the group.
Naming suggestions for platform
KEY THEMES & INSIGHTS
OBJECTIVES
There should be a “get out emergency” button
The aim of the workshop was to discuss the topic of parental consent
There should not be too many personal questions
/ confidentiality and privacy, get further detailed feedback on the the
We should use youth friendly simple language
updated wireframes and think about potential names for the platform.
There could be an avatar / congratulations when completed the
DESCRIPTION
referral form They don’t want a chat bot to feel too awkward and unnatural
As before participants continued to add feedback and have more in
There could be other options like games while you wait or helpful apps
depth discussion around the wireframes which highlighted several
There could be a visual timeline rather than just words for tracking
consistent key themes.
referral progress There should be a complaint option
The participants were asked to take part in a ‘Jeremy Kyle’ style debate
Parental involvement needs to be sensitive to the needs of the
around parental consent as this was a reoccurring concern based
young person
on the feedback from previous workshops. They were split into two
“Unbottle” should be the working title for the service
different rooms to come up with arguments based on whether they were for or against parents been given access to information about
SECTION B - INSIGHTS
WORKSHOP 4 - what’s next?
their child’s mental health support. Overall participants felt that this had to be handled with great sensitivity as parent involvement could also contribute to a child’s mental health positively and negatively.
14 PARTICIPANTS - 90 MINS Participants were asked to come up with potential names they thought
ACTIVITIES
would work well for the platform based on all our discussions and then
Wireframe features and userflow validation
vote on the ones they preferred the most. Unbottle, Eirene and My
Discussion on privacy and consent
Time were the three most favourite suggestions with Unbottle getting
Discussion on chatbot feature and it’s functionality
the majority of votes in the group.
Naming suggestions for platform
KEY THEMES & INSIGHTS
OBJECTIVES
There should be a “get out emergency” button
The aim of the workshop was to discuss the topic of parental consent
There should not be too many personal questions
/ confidentiality and privacy, get further detailed feedback on the the
We should use youth friendly simple language
updated wireframes and think about potential names for the platform.
There could be an avatar / congratulations when completed the
DESCRIPTION
referral form They don’t want a chat bot to feel too awkward and unnatural
As before participants continued to add feedback and have more in
There could be other options like games while you wait or helpful apps
depth discussion around the wireframes which highlighted several
There could be a visual timeline rather than just words for tracking
consistent key themes.
referral progress There should be a complaint option
The participants were asked to take part in a ‘Jeremy Kyle’ style debate
Parental involvement needs to be sensitive to the needs of the
around parental consent as this was a reoccurring concern based
young person
on the feedback from previous workshops. They were split into two
“Unbottle” should be the working title for the service
different rooms to come up with arguments based on whether they were for or against parents been given access to information about
SECTION B - INSIGHTS
WORKSHOP 5 - How about this? 12 PARTICIPANTS - 90 MINS ACTIVITIES Discussion on content and language Style tile feedback Feedback on hi res UI, features and functionality Final thoughts and debrief
OBJECTIVES The aim of this workshop was to get detailed feedback on the hi res UI created based on feedback from the previous 4 workshops, get feedback on potential branding and styles and think about language and terminology that would be used on the platform.
DESCRIPTION To begin the workshop the group was asked to have a discussion around terminology and language used around mental health services. Participants were encouraged to list all words they associated with mental health, or words they had heard when accessing services. A list of specific words that may be used on the platform was given to them and they were then asked to think about alternatives or other language that they felt would be better understood by younger people. It was concluded that a glossary in an F.A.Q section would be really useful.
SECTION B - INSIGHTS
WORKSHOP 5 - How about this? 12 PARTICIPANTS - 90 MINS ACTIVITIES Discussion on content and language Style tile feedback Feedback on hi res UI, features and functionality Final thoughts and debrief
OBJECTIVES The aim of this workshop was to get detailed feedback on the hi res UI created based on feedback from the previous 4 workshops, get feedback on potential branding and styles and think about language and terminology that would be used on the platform.
DESCRIPTION To begin the workshop the group was asked to have a discussion around terminology and language used around mental health services. Participants were encouraged to list all words they associated with mental health, or words they had heard when accessing services. A list of specific words that may be used on the platform was given to them and they were then asked to think about alternatives or other language that they felt would be better understood by younger people. It was concluded that a glossary in an F.A.Q section would be really useful.
SECTION B - INSIGHTS Based on feedback from the previous workshops participants were shown three different style tiles and asked to give feedback on them. Style tile one was the overall favourite, participants felt there should always be a dark mode option
Style tile 1: Feels natural Professional and relaxing Refreshing Not too busy
Style tile 2: Too bright Offputting Don’t like the icons Would like a mix of the two
Style tile 3: Don’t like the green Least favourite Doesn’t feel right Dull All over the place
SECTION B - INSIGHTS Based on feedback from the previous workshops participants were shown three different style tiles and asked to give feedback on them. Style tile one was the overall favourite, participants felt there should always be a dark mode option
Style tile 1: Feels natural Professional and relaxing Refreshing Not too busy
Style tile 2: Too bright Offputting Don’t like the icons Would like a mix of the two
Style tile 3: Don’t like the green Least favourite Doesn’t feel right Dull All over the place
SECTION B - INSIGHTS
Finally the group were shown high fidelity UI screens created based on previous feedback. Participants were walked through each screen and then gave further feedback .
SECTION B - INSIGHTS
Finally the group were shown high fidelity UI screens created based on previous feedback. Participants were walked through each screen and then gave further feedback .
SECTION B - INSIGHTS
POSITIVE THEMES & INSIGHTS Confidentiality notice really good Dark mode and skin option useful Love the name Unbottle Chatbot looks cute Like the Urgent help button at the top Overall looks amazing Great affirmations / motivational quotes Nice layout Minimalism is good Simple and straight to the point Like the tracking layout looks like amazon
NEGATIVE THEMES & INSIGHTS Don’t like the name chatty for chatbot Might not use urgent help button
FURTHER SUGGESTIONS Deaf accessibility - screen reader compatible If platform is called Unbottle use bottle related icons - maybe also for progress bar (bottle filling up) View password option should be added Neo pronouns should be included Option to type in dates (not just use calendar) should be present Give examples to answers in form fields When you hover over urgent help - give an explanation - might be worried about clicking it when I don’t know what it does
SECTION B - INSIGHTS
POSITIVE THEMES & INSIGHTS Confidentiality notice really good Dark mode and skin option useful Love the name Unbottle Chatbot looks cute Like the Urgent help button at the top Overall looks amazing Great affirmations / motivational quotes Nice layout Minimalism is good Simple and straight to the point Like the tracking layout looks like amazon
NEGATIVE THEMES & INSIGHTS Don’t like the name chatty for chatbot Might not use urgent help button
FURTHER SUGGESTIONS Deaf accessibility - screen reader compatible If platform is called Unbottle use bottle related icons - maybe also for progress bar (bottle filling up) View password option should be added Neo pronouns should be included Option to type in dates (not just use calendar) should be present Give examples to answers in form fields When you hover over urgent help - give an explanation - might be worried about clicking it when I don’t know what it does
SECTION B - INSIGHTS
USER Needs
OUR HYPOTHESIS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing a
Our riskiest assumption to this
mental health services online I
given clear and thorough
clear and simple confidentiality
hypothesis is that the wording and
need to feel that my privacy and
information about how exactly my
statement at the start of the
information will satisfy all
confidentiality are of the highest
privacy and confidentiality will be
onboarding / sign up process as
stakeholders from a governance
importance
kept secure
well as an F.A.Q section we can
perspective
address privacy concerns As a young person accessing
I know this is done when I have the
We believe that providing
Our riskiest assumption to this
mental health services online I
ability to change the colour way and
an interchangeable skins feature
hypothesis is that users will not
want to be able to customise the
profile username to my preference
including a dark mode, along with
understand how this feature works
a changeable user name we will
or that it will not be accessible
look and feel of the platform
satisfy user need As a young person accessing
I know this is done when
We believe that by using
Our riskiest assumption to this
mental health services online I
friendly and motivating language is
particularly friendly language
hypothesis is that the language used
need to feel welcomed and
used throughout the platform
alongside motivational quotes we
may come across as patronising and
will encourage and motivate users
certain motivational quotes may not
motivated
strike an affinity with young people
SECTION B - INSIGHTS
USER Needs
OUR HYPOTHESIS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing a
Our riskiest assumption to this
mental health services online I
given clear and thorough
clear and simple confidentiality
hypothesis is that the wording and
need to feel that my privacy and
information about how exactly my
statement at the start of the
information will satisfy all
confidentiality are of the highest
privacy and confidentiality will be
onboarding / sign up process as
stakeholders from a governance
importance
kept secure
well as an F.A.Q section we can
perspective
address privacy concerns As a young person accessing
I know this is done when I have the
We believe that providing
Our riskiest assumption to this
mental health services online I
ability to change the colour way and
an interchangeable skins feature
hypothesis is that users will not
want to be able to customise the
profile username to my preference
including a dark mode, along with
understand how this feature works
a changeable user name we will
or that it will not be accessible
look and feel of the platform
satisfy user need As a young person accessing
I know this is done when
We believe that by using
Our riskiest assumption to this
mental health services online I
friendly and motivating language is
particularly friendly language
hypothesis is that the language used
need to feel welcomed and
used throughout the platform
alongside motivational quotes we
may come across as patronising and
will encourage and motivate users
certain motivational quotes may not
motivated
strike an affinity with young people
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing a
Our riskiest assumption to this
mental health services online I
offered supportive information and
selection of useful resources such
hypothesis is that young people will
need additional support and
signposted towards other helpful
as tips, videos or other apps and
feel being offered other resources
other resources whilst I wait for
and related resources which help
platforms we will be able to
will be used as a replacement for
my referral
with my wellbeing whilst I wait for
actively support the wellbeing of
professional help. They may also feel
treatment
young people in their wait for
patronised or devalued by this
access to services As a young person accessing
I know this is done when I have a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
way to interact and communicate
feature such as a digital
hypothesis is that this feature could
need to feel a sense of community
with other peers in a similar or
‘noticeboard’ for supportive
allow for misuse and not adhere to
/ peer support
relatable situation
messages from other users
certain privacy or parental consent
we can create a sense of shared
rules
community As a young person accessing
I know this is done when there is a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
clear and direct way to
feedback and choice of access to
hypothesis is that there may not be
need a choice in communication
communicate my thoughts
services and resources feature, we
capacity for feedback to be
and support with the ability to
will allow for personal choice and
managed and responded to
report dissatisfaction
issues to be heard
effectively, especially in cases of dissatisfaction
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing a
Our riskiest assumption to this
mental health services online I
offered supportive information and
selection of useful resources such
hypothesis is that young people will
need additional support and
signposted towards other helpful
as tips, videos or other apps and
feel being offered other resources
other resources whilst I wait for
and related resources which help
platforms we will be able to
will be used as a replacement for
my referral
with my wellbeing whilst I wait for
actively support the wellbeing of
professional help. They may also feel
treatment
young people in their wait for
patronised or devalued by this
access to services As a young person accessing
I know this is done when I have a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
way to interact and communicate
feature such as a digital
hypothesis is that this feature could
need to feel a sense of community
with other peers in a similar or
‘noticeboard’ for supportive
allow for misuse and not adhere to
/ peer support
relatable situation
messages from other users
certain privacy or parental consent
we can create a sense of shared
rules
community As a young person accessing
I know this is done when there is a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
clear and direct way to
feedback and choice of access to
hypothesis is that there may not be
need a choice in communication
communicate my thoughts
services and resources feature, we
capacity for feedback to be
and support with the ability to
will allow for personal choice and
managed and responded to
report dissatisfaction
issues to be heard
effectively, especially in cases of dissatisfaction
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am able to
We believe that by providing a
Our riskiest assumption to this
mental health services online I
track the progress in real time with
clear and simple visualisation of
hypothesis is that a fully accurate
need short waiting times with my
a clear visual representation of how
where the user is at during their
timeframe of the referral process is
referral progress illustrated
far along I am
referral process we will provide
possible to illustrate and that wait
the necesary reassurance
times are possible to shorten
As a young person accessing
I know this is done when I can refer
We believe that by providing an
Our riskiest assumption to this
mental health services online I
my self easily without the need for
onboarding and referral process
hypothesis is that we can satisfy this
need the ability to self refer and
adult permission or guidance and
that is autonomous and editable
request whilst adhering to self
edit my referral responses
change the details of my referral
we will give back control
referral and management by age according to rules of clinical
myself if necessary
governance As a young person accessing
I know this is done when questions
We believe that by providing
Our riskiest assumption to this
mental health services online I
asked feel relevant and / or are
information why certain questions
hypothesis is that the user may feel
need succinct questions that take
skippable if I am uncomfortable with
are being asked and asking
that certain questions are irrelevant
account of my identity
them
important questions relating to
and / or too intrusive to be asked
identity such as pronouns we can
even if they are not mandatory
satisfy this need
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am able to
We believe that by providing a
Our riskiest assumption to this
mental health services online I
track the progress in real time with
clear and simple visualisation of
hypothesis is that a fully accurate
need short waiting times with my
a clear visual representation of how
where the user is at during their
timeframe of the referral process is
referral progress illustrated
far along I am
referral process we will provide
possible to illustrate and that wait
the necesary reassurance
times are possible to shorten
As a young person accessing
I know this is done when I can refer
We believe that by providing an
Our riskiest assumption to this
mental health services online I
my self easily without the need for
onboarding and referral process
hypothesis is that we can satisfy this
need the ability to self refer and
adult permission or guidance and
that is autonomous and editable
request whilst adhering to self
edit my referral responses
change the details of my referral
we will give back control
referral and management by age according to rules of clinical
myself if necessary
governance As a young person accessing
I know this is done when questions
We believe that by providing
Our riskiest assumption to this
mental health services online I
asked feel relevant and / or are
information why certain questions
hypothesis is that the user may feel
need succinct questions that take
skippable if I am uncomfortable with
are being asked and asking
that certain questions are irrelevant
account of my identity
them
important questions relating to
and / or too intrusive to be asked
identity such as pronouns we can
even if they are not mandatory
satisfy this need
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing
Our riskiest assumption to this
mental health services online I
comfortable with the manor in
questions in friendly, clear and
hypothesis is that different users
need questions that don’t
which questions are asked
straightforward language we will
may have different opinions about
put users at ease
what language is or isn’t patronising
feel patronising
especially given age differences As a young person accessing
I know this is done when there is a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
facility that encourages and guides
chatbot avatar with friendly
hypothesis is that most young
need to feel rewarded and
me through the different stages of
conversational language, and
people will want guidance in the
encouraged throughout the
onboarding and navigation of
encouragement at various stages
form of a chatbot, some may feel it is
onboarding process
the platform
of onboarding we will encourage
too childish / annoying
users through the process
As a young person accessing
I know this is done when there are
We believe that by providing tool
Our riskiest assumption to this
mental health services online I
clear and visually simple tool tips
tips throughout the process as
hypothesis is that most questions
need supportive and suggestive
well as a clear F.A.Q section we
can actually be covered by the
help with visual prompts to guide
will be able to support
tool tip feature
and inform me in
users effectively
accessing resources
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when I am
We believe that by providing
Our riskiest assumption to this
mental health services online I
comfortable with the manor in
questions in friendly, clear and
hypothesis is that different users
need questions that don’t
which questions are asked
straightforward language we will
may have different opinions about
put users at ease
what language is or isn’t patronising
feel patronising
especially given age differences As a young person accessing
I know this is done when there is a
We believe that by providing a
Our riskiest assumption to this
mental health services online I
facility that encourages and guides
chatbot avatar with friendly
hypothesis is that most young
need to feel rewarded and
me through the different stages of
conversational language, and
people will want guidance in the
encouraged throughout the
onboarding and navigation of
encouragement at various stages
form of a chatbot, some may feel it is
onboarding process
the platform
of onboarding we will encourage
too childish / annoying
users through the process
As a young person accessing
I know this is done when there are
We believe that by providing tool
Our riskiest assumption to this
mental health services online I
clear and visually simple tool tips
tips throughout the process as
hypothesis is that most questions
need supportive and suggestive
well as a clear F.A.Q section we
can actually be covered by the
help with visual prompts to guide
will be able to support
tool tip feature
and inform me in
users effectively
accessing resources
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when the
We believe that by providing
Our riskiest assumption to this
mental health services online I
platform branding is not obvious as
branding that is subtle /
hypothesis is that users will not feel
need a discreet platform
a mental health app and I am able to
understated and an ability to
any branding is subtle or discreet
close it quickly
quickly close the platform
enough given the nature of the
we can satisfy user needs
platform
As a young person accessing
I know this is done when I am
We believe that by providing
Our riskiest assumption to this
mental health services online I
offered a choice between a selection
alternative options for mental
hypothesis is that this will be
need to be offered a choice of
of different service providers
health services and resources we
logistically or practically possible to
mental health servicess
and resources
can satisfy requirements
offer via this online platform
As a young person accessing
I know this is done when I have
We believe that by providing a
Our riskiest assumption to this
mental health services online
professionals who I can build a
feature that allows for
hypothesis is that some
I need friendly, consistent and
rapport with and communicate with
communication between the
professionals and users may not be
trustworthy professionals to be
consistently if needed
young person and professionals
comfortable with this and
involved with their care a rapport
professionals are not always in the
can be built
same role so we cannot guarantee
involved in my care
consistency
SECTION B - INSIGHTS
USER STORIES
ACCEPTANCE CRITERIA
BELIEFS
ASSUMPTIONS
As a young person accessing
I know this is done when the
We believe that by providing
Our riskiest assumption to this
mental health services online I
platform branding is not obvious as
branding that is subtle /
hypothesis is that users will not feel
need a discreet platform
a mental health app and I am able to
understated and an ability to
any branding is subtle or discreet
close it quickly
quickly close the platform
enough given the nature of the
we can satisfy user needs
platform
As a young person accessing
I know this is done when I am
We believe that by providing
Our riskiest assumption to this
mental health services online I
offered a choice between a selection
alternative options for mental
hypothesis is that this will be
need to be offered a choice of
of different service providers
health services and resources we
logistically or practically possible to
mental health servicess
and resources
can satisfy requirements
offer via this online platform
As a young person accessing
I know this is done when I have
We believe that by providing a
Our riskiest assumption to this
mental health services online
professionals who I can build a
feature that allows for
hypothesis is that some
I need friendly, consistent and
rapport with and communicate with
communication between the
professionals and users may not be
trustworthy professionals to be
consistently if needed
young person and professionals
comfortable with this and
involved with their care a rapport
professionals are not always in the
can be built
same role so we cannot guarantee
involved in my care
consistency
SECTION C - RECOMMENDATIONS
KPI’S
ALPHA EPICS We recommend the following epics or groups of features for alpha prototyping and testing prior to BETA deployment: SUCCINCT REFERRAL FORM WITH VISUAL TRACKING
In a short alpha phase we would look to test usability and user acceptance of these features against the following key performance indicators:
A chatbot avatar providing guidance and encouragement at various stages
SIMPLE GUIDED ONBOARDING FOR REFERRAL, SUPPORT AND APPOINTMENTS
A clear and simple visualisation of where the user is at in their referral
“How secure do you feel in signing up and onboarding to the platform?”
An autonomous onboarding and signup process
“How helpful is the chatbot in guiding and encouraging you?”
DISCRETION, CHOICE AND PRIVACY Confidentiality statement and FAQ Interchangeable skins and dark mode, with the option of a username Useful resources such as tips, videos or other apps Communication between the young person and professional Subtle and understated branding with an ability to quickly close the platform
“How confident are you that you are aware of your referral status”?
PERCEIVED PRIVACY AND CONFIDENTIALITY “How satisfied are you with the level of information around privacy?” “How much choice do you feel is provided for customisation, and accessibility” “Does the platform provide you with all the resources you need?” “How easy do you you feel it is to build relationships with trusted professionals” “How discreet do you feel the platform is?”
RESPECT VALIDATION AND REASSURANCE
REASSURANCE AND RESPECT
Friendly language and motivational quotes
“On a scale of 1-10 how friendly do you think the platform feels?” “On a scale of 1-10 how easy is it to understand the platform?”
A digital ‘noticeboard’ for supportive messages from other users
“How useful is the digital noticeboard?”
Feedback section
“How useful is the feedback section?”
Explanation as to why questions are being asked and respecting pronouns
“How satisfied are you with the sensitivity of the platform in relation to your
Tool tips throughout the process and clear F.A.Q
privacy and identity?” “How useful are the the tooltips?”
SECTION C - RECOMMENDATIONS
KPI’S
ALPHA EPICS We recommend the following epics or groups of features for alpha prototyping and testing prior to BETA deployment: SUCCINCT REFERRAL FORM WITH VISUAL TRACKING
In a short alpha phase we would look to test usability and user acceptance of these features against the following key performance indicators:
A chatbot avatar providing guidance and encouragement at various stages
SIMPLE GUIDED ONBOARDING FOR REFERRAL, SUPPORT AND APPOINTMENTS
A clear and simple visualisation of where the user is at in their referral
“How secure do you feel in signing up and onboarding to the platform?”
An autonomous onboarding and signup process
“How helpful is the chatbot in guiding and encouraging you?”
DISCRETION, CHOICE AND PRIVACY Confidentiality statement and FAQ Interchangeable skins and dark mode, with the option of a username Useful resources such as tips, videos or other apps Communication between the young person and professional Subtle and understated branding with an ability to quickly close the platform
“How confident are you that you are aware of your referral status”?
PERCEIVED PRIVACY AND CONFIDENTIALITY “How satisfied are you with the level of information around privacy?” “How much choice do you feel is provided for customisation, and accessibility” “Does the platform provide you with all the resources you need?” “How easy do you you feel it is to build relationships with trusted professionals” “How discreet do you feel the platform is?”
RESPECT VALIDATION AND REASSURANCE
REASSURANCE AND RESPECT
Friendly language and motivational quotes
“On a scale of 1-10 how friendly do you think the platform feels?” “On a scale of 1-10 how easy is it to understand the platform?”
A digital ‘noticeboard’ for supportive messages from other users
“How useful is the digital noticeboard?”
Feedback section
“How useful is the feedback section?”
Explanation as to why questions are being asked and respecting pronouns
“How satisfied are you with the sensitivity of the platform in relation to your
Tool tips throughout the process and clear F.A.Q
privacy and identity?” “How useful are the the tooltips?”
SECTION D - APPENDICES
PRIVACY & SECURITY ETHOS We recognise that in order to meet young people’s needs we must lead the discussion in the sensitive, difficult subjects that affect them. We will continue to keep young people’s rights at the forefront of our work. Our position statements outline our beliefs, our vision for young people, and our approach.
PRIVACY All users are entitled to their privacy and must be in control at all times.
SECURITY All systems and processes will be designed to meet all existing security standards. These will need to be published and be available to all users and stakeholders. The security must be fully tested and results published to ensure that the public, users and potential users have full confidence in the services provided.
CONFIDENTIALITY It is most important that everyone is able to correctly interpret the rules to ensure confidentiality whilst providing the best possible mental health referral service. The platform will be carefully designed so as to allow for confidentiality and the appropriate use of personal data to tailor services according to legislation and user need.
SECTION D - APPENDICES
PRIVACY & SECURITY ETHOS We recognise that in order to meet young people’s needs we must lead the discussion in the sensitive, difficult subjects that affect them. We will continue to keep young people’s rights at the forefront of our work. Our position statements outline our beliefs, our vision for young people, and our approach.
PRIVACY All users are entitled to their privacy and must be in control at all times.
SECURITY All systems and processes will be designed to meet all existing security standards. These will need to be published and be available to all users and stakeholders. The security must be fully tested and results published to ensure that the public, users and potential users have full confidence in the services provided.
CONFIDENTIALITY It is most important that everyone is able to correctly interpret the rules to ensure confidentiality whilst providing the best possible mental health referral service. The platform will be carefully designed so as to allow for confidentiality and the appropriate use of personal data to tailor services according to legislation and user need.
SECTION D - APPENDICES
GLOSSARY MVP
PROTOTYPES Prototypes in this context are tools that are used to collect early feedback related to the project requirements. This is done by providing a tangible working model of the product before building it to enable stakeholders to experiment with it and have a clear idea of what the
A Minimum Viable Product is the first version of a new product. It is a
product will be like. Creating this model allows us to test usability and
“skeleton” product which uses the minimum amount of functionality
features so that we can refine the design from real-life user feedback
and content to provide a user with a complete journey and experience.
before it goes into build, saving time and money.
This enables a team to collect the maximum amount of validated into a fully functioning and populated solution that successfully meets
ALPHA PHASE
their audience’s needs.
The alpha phase is the stage where ideas to address the insights from
learning about their users in order to develop and iterate the product
USER JOURNEY
the discovery phase are tested by designing and building prototypes. This phase involves the exploration of new approaches to problem solving: the riskiest assumptions are identified by focusing on the
A user journey is a visual trip of the user across the solution. The user
challenging areas in the user flow, and then ideas to solve those
journey considers not only the steps that a user takes but also their
challenges are tested with stakeholders. The prototypes are complex
feelings, pain points, and moments of satisfaction.
enough to give an insight into the risks and workload that would
USER PERSONAS Personas are used to illustrate realistic, evidence based representations of our key audiences. Continuously referring back to personas and their needs, allows users to remain at the forefront of the project. This allows us to sense check that we are always working to meet the user’s needs.
be required to fully develop the solutions within the Beta phase. By addressing the riskiest assumptions first, time is spent in the most efficient way possible; problems and solutions that are less challenging will need less focus. Ideas should be iterated, tested and, where appropriate, discarded quickly. By the end of alpha, the team should have a clear understanding which of the tested ideas are worth taking forward to beta.
SECTION D - APPENDICES
GLOSSARY MVP
PROTOTYPES Prototypes in this context are tools that are used to collect early feedback related to the project requirements. This is done by providing a tangible working model of the product before building it to enable stakeholders to experiment with it and have a clear idea of what the
A Minimum Viable Product is the first version of a new product. It is a
product will be like. Creating this model allows us to test usability and
“skeleton” product which uses the minimum amount of functionality
features so that we can refine the design from real-life user feedback
and content to provide a user with a complete journey and experience.
before it goes into build, saving time and money.
This enables a team to collect the maximum amount of validated into a fully functioning and populated solution that successfully meets
ALPHA PHASE
their audience’s needs.
The alpha phase is the stage where ideas to address the insights from
learning about their users in order to develop and iterate the product
USER JOURNEY
the discovery phase are tested by designing and building prototypes. This phase involves the exploration of new approaches to problem solving: the riskiest assumptions are identified by focusing on the
A user journey is a visual trip of the user across the solution. The user
challenging areas in the user flow, and then ideas to solve those
journey considers not only the steps that a user takes but also their
challenges are tested with stakeholders. The prototypes are complex
feelings, pain points, and moments of satisfaction.
enough to give an insight into the risks and workload that would
USER PERSONAS Personas are used to illustrate realistic, evidence based representations of our key audiences. Continuously referring back to personas and their needs, allows users to remain at the forefront of the project. This allows us to sense check that we are always working to meet the user’s needs.
be required to fully develop the solutions within the Beta phase. By addressing the riskiest assumptions first, time is spent in the most efficient way possible; problems and solutions that are less challenging will need less focus. Ideas should be iterated, tested and, where appropriate, discarded quickly. By the end of alpha, the team should have a clear understanding which of the tested ideas are worth taking forward to beta.
SECTION D - APPENDICES
ABOUT MINDWAVE WIREFRAMES A wireframe is a low-fidelity design layout that serves three simple but exact purposes. It presents the information that will be displayed
MINDWAVE IS A DIGITAL HEALTH COMPANY
on the page and gives an outline of structure and layout of the page. It should convey the overall direction and description of the user
We help our clients improve lives through technology. We work
interface.
with healthcare providers, academics and start-ups by designing, developing and managing digital products and services. Born out of
KPI’s
NIHR Maudsley Biomedical Research Centre, we have a unique blend of creative industries and healthcare expertise.
KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.
We provide high quality digital services – everything from early stage discovery and insight, design and development of digital products,
CYP
through to implementation and evaluation. Our clients include
Acronym for “Children & Young People”
looking for a tech partner. Our products include a city-wide platform to
the NHS, academia, charities and health focused start-ups who are help Londoners improve their mental well-being and a regional citizen digital front door for Cheshire and Merseyside STP (Sustainability and Transformation Partnership). What makes us different – our blend of creative digital sector expertise, healthcare knowledge and open approach makes Mindwave unique. We create effective and compelling digital products that imporve healthcare servies and make a positive difference to people’s lives.
SECTION D - APPENDICES
ABOUT MINDWAVE WIREFRAMES A wireframe is a low-fidelity design layout that serves three simple but exact purposes. It presents the information that will be displayed
MINDWAVE IS A DIGITAL HEALTH COMPANY
on the page and gives an outline of structure and layout of the page. It should convey the overall direction and description of the user
We help our clients improve lives through technology. We work
interface.
with healthcare providers, academics and start-ups by designing, developing and managing digital products and services. Born out of
KPI’s
NIHR Maudsley Biomedical Research Centre, we have a unique blend of creative industries and healthcare expertise.
KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.
We provide high quality digital services – everything from early stage discovery and insight, design and development of digital products,
CYP
through to implementation and evaluation. Our clients include
Acronym for “Children & Young People”
looking for a tech partner. Our products include a city-wide platform to
the NHS, academia, charities and health focused start-ups who are help Londoners improve their mental well-being and a regional citizen digital front door for Cheshire and Merseyside STP (Sustainability and Transformation Partnership). What makes us different – our blend of creative digital sector expertise, healthcare knowledge and open approach makes Mindwave unique. We create effective and compelling digital products that imporve healthcare servies and make a positive difference to people’s lives.
SHANTEL KADIR UX / UI DESIGNER e: shantel@mindwaveventures.com
ILSA PARRY UX RESEARCHER e: ilsa@mindwaveventures.com