Mental Health Access and Pathways Project

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.

Access the full report here: MH Access and Pathways Report

A Guide to Using the Report

For more information contact Jean Crewe Integrated Care Coordinator


Sections of the report can be downloaded here:

Full set of personas:

OEPCP Personas

Individual personas:





Individual personas with journey maps:

Rex’s Journey

Chrissy’s Journey

Mel’s Journey

Peter’s Journey


Service Provider Checklist