Designing for vulnerable audiences through rapid co-creation
In the UK, NHS Trusts provide mental health support to children and young people. However, long waiting times for in-person support can become a barrier to access, and have a lasting impact on young people. They may become disengaged with the service and face heightened anxiety. Digital was identified as a channel to bridge the gap.
Current State
3M
Active referrals for children and young people to access services
30%
Referrals pending in the system at any one time due to the backlog.
2Y
Average wait time to access in-person services is two years.
The Catalyts
The project was co-funded by industry bodies, including Health Education England, the National Health Service, and Thinking Together who recognised the need to remedy the situation.
My Role
Strategic Lead x Product Designer x User Researcher
I wore multiple hats across research, design and testing to achieve rapid iteration with limited time and budget.
Team: Visual designer, developer, product owner, content manager and head of youth engagement
Approach
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Scoping & planning
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Youth focus groups
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Clinical experts workshops
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Co-design with young people
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User testing & card sorting
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MVP launch & closed pilot
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Surveys to validate
Insights
“I want to be able to get help when I need it, and no boring articles. My mood is different everyday, so I want it to be flexible."
Control & flexibility
To seek help on their own time and terms, as and when it’s needed, without a rigid schedule.
Tailored resources
That can be saved and returned to, or shared with peers and caregivers.
Personal connection
With their assigned professional to make the experience less daunting.
On-demand support
Instant access to services that will help them manage their wellbeing in the moment.
“As a professional, I want young people to be supported in managing their wellbeing independently until I can reach them through in-person services."
Safeguarding practices
To protect young people who may be experiencing crisis, as we have a duty of care.
Evidence led content
That includes techniques and advice clinically- proven to help improve wellbeing.
Data and insights
Referrals pending in the system at any one time due to the backlog.
Engaging solutions
That are designed with young people in mind and don’t create more barriers to uptake.
Early Wireframes
Solution
The platform was centred on providing users with expert-led tailored resources that could be used autonomously.
Resource Library
A secure personalised signed-in experience with a dashboard to different features on the platform.
Signed-In Experience
Amira's Journey
Registers via her NHS trust and receives her access code.
Sets up a profile, fills in her personal plan and browses resources.
Logs back in on the go to track her mood and revisit resources.
Impact
+40
CAMHS teams engaged and consulted
+10k
Platform sessions in the first three months
+35k
Page views accross the platform in the first three months
1x
Shortlist for the Health Service Journal Awards 2025
“It’s been incredibly useful and supportive. It’s a safe space. You don’t feel so alone.”
Sarah,
Service User