Branch
Designing a Mental Health and Wellbeing match platform.
Open Door, a mental health organisation in the North-West of the UK, sought a platform to match young people, parents/carers, and professionals with mental health services. The goal was to centralise access to resources, reduce pressure on CAHMS (Child and Adolescent Mental Health Services) and provide a tailored user experience for varying levels of urgency. Tasked with crafting the user experience and interface, I built upon existing research to deliver a streamlined, user-centric solution.
Challenge
Open Door wanted to address these issues:
Simplifying access to mental health services for young people.
Reducing the burden on NHS's CAHMS by providing an alternative resource.
Prioritising a user-first design for varying levels of urgency and audiences.
How might we design a platform that connects young people with the right mental health services, prioritising accessibility and urgency to reduce demand on NHS services?
1. Understanding the Research
After joining the project six months into its development, I conducted an in-depth review of the existing user research to familiarise myself with the goals, challenges, and insights gathered so far. This analysis highlighted several areas where the user experience could be improved. I identified inefficiencies in the current user and task flows, particularly in how users navigated the platform and accessed services and resources.
These findings sparked productive discussions with the team and stakeholders about refining the overall approach. A key point of debate was the use of personas as a primary design tool, where the site's content would change based on the selected persona. I raised concerns that this structure might create confusion and unnecessary friction for users across all audiences. As a result, we shifted our focus toward simplifying the platform to prioritise young people as the primary audience, while also introducing dedicated sections for professionals and parents/carers.
Before Sitemap
After Sitemap - Young Person / Carer
After Sitemap - Professionals Area
2. Refining User Flows
Based on discussions with all stakeholders, I redesigned the user flows to improve clarity and usability. The goal was to create a smooth journey from platform entry through to completing the questionnaire, accessing the personalised mental health dashboard, exploring relevant services, and requesting support.
A key aspect of this redesign was addressing how different user responses would shape the dashboard experience. I clarified how the platform would dynamically adjust to reflect the user’s needs, creating a personalised experience that could significantly vary based on their level of risk. For example, dashboards for high-risk users displayed urgent support options and resources prominently, while lower-risk users were guided towards general wellbeing services. This approach ensured the platform was responsive and prioritised users' safety and specific needs effectively.
User Flows
3. Designing the Questionnaire and Matching Function
A key component of the platform was the personalised dashboard, which served as the core functionality of the project. This dashboard utilised questionnaire responses in an algorithm to determine the most relevant mental health support services and resources for each user. Key features included:
An internal (hidden) “level of concern” score to prioritise urgent services for at-risk individuals.
Customised dashboard layouts tailored to the user’s specific needs and risk level.
Colour-coded sections to highlight critical content and focus the user’s attention.
Intuitive information architecture that prioritised the user, allowing for easy access to the sections users found most valuable first.
Saved dashboards, accessible through user accounts for future reference and ongoing support.
Matched Dashboard
High Risk Dashboard
No Matches Dashboard
4. Leveraging a Design System for Consistency and Efficiency
To maintain consistency across the platform and streamline the design process, I implemented a design system that ensured cohesive visual elements, such as typography, buttons, and spacing, throughout the platform.
The client frequently struggled with colour choices and wanted to quickly test different visual styles. The design system made this easy by allowing us to rapidly adjust components and compare versions, saving time and ensuring consistent design updates. This flexibility was invaluable for accommodating new research and feedback while maintaining a unified look and feel.
Solution
The final platform was designed to be a seamless and user-focused experience, addressing the unique needs of young people seeking mental health support. The interface was carefully streamlined to prioritise accessibility and ease of use, ensuring that young people—the primary audience—could navigate it effortlessly.
Central to the solution was a tailored dashboard that dynamically connected users to relevant resources and services based on the urgency of their needs. This feature utilised questionnaire responses to present personalised content, ensuring users could access the most appropriate support quickly and effectively.
Stakeholders praised the platform for its clarity and effectiveness, highlighting its ability to address complex user requirements while remaining intuitive and accessible. By focusing on the needs of its users, the platform succeeded in delivering a valuable resource that met the client’s goals and set the foundation for future enhancements.
