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:
- Choice and control
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
The OEPCP is pleased to launch a follow up initiative to the 2019 Mental Health Access and Pathways report:
An Exploration of Telehealth in Mental Health: Using client personas and journey maps to guide service enhancements
Leveraging the tools in the 2019 Mental Health Access and Pathways report, the OEPCP has produced a series of videos to demonstrate how to use client personas and journey maps to guide service enhancements.
For more information contact Jean Crewe Integrated Care Coordinator
Sections of the report can be downloaded here:
Full set of personas:
Individual personas with journey maps: