The MH Access and Pathways project employed Human Centred Design (HCD) methodologies –  in particular the development of client personas and client journey mapping  – to better define and understand the experience of clients accessing, entering and using the mental health system in the Inner and Outer Eastern Melbourne areas.

The report contains a series of journey maps which represent the journey for each of the four client personas developed for the purposes of this project. These maps include a summary of key findings and moments that matter for each client.

Three themes were identified as being critical to the lived experience:

• Trust
• Choice and control
• Communication

The report includes a set of recommendations that aim to provide organisations with some guidance as to how to strengthen the elements of trust, choice and control and communication, including a checklist for providers.

For more information contact Jean Crewe Integrated Care Coordinator