Building a Personalised Digital Mental Health Ecosystem that Connects All Young People to the Information, Community and Support Pathways they Need to be Happy and Well
Tracks
Online
| Monday, March 28, 2022 |
| 4:14 PM - 4:34 PM |
Overview
Louise O’Donnell, Director of Service Design & Delivery, ReachOut
Speaker
Ms Louise O’Donnell
Director of Service Design & Delivery
ReachOut
Building a Personalised Digital Mental Health Ecosystem that Connects All Young People to the Information, Community and Support Pathways they Need to be Happy and Well
Abstract
In this new decade, digital mental health leadership means working to redefine the intersection between young people, mental health and technology. In a rapidly changing market with service user expectations increasing, how do we reimagine digital mental health services so that they continue to be relevant and engaging for young people?
At Australia’s leading digital youth mental health organisation, ReachOut, we are evolving our service to create a personalised digital mental health ecosystem for young people that is driven by data, distribution and collaboration. Fundamentally different from traditional bricks and mortar mental health services, ReachOut is a non-traditional service that is rooted in non-clinical, yet evidence-based help-seeking and online peer support. Using human-centred design thinking, global experience language and engaging young people at every touchpoint, our service looks at how technology can intervene to architect the way that we deliver customer experiences and champion transformative digital youth mental health innovation.
With young people’s expectations of digital services constantly evolving, investing in innovation and operating a continuous improvement model to ensure mental health services and products are responding in real time to the needs and wants of the next generation is becoming so important. Co-designing these services and products for young people with young people will help to connect them with accessible and thoughtful information, community and support pathways they need to be happy and well.
3 x Key Learnings:
● Human-centred design and design thinking as a methodology.
● Building a data warehouse and service personalisation.
● Exploring transformative innovation and the customer experience journey.
At Australia’s leading digital youth mental health organisation, ReachOut, we are evolving our service to create a personalised digital mental health ecosystem for young people that is driven by data, distribution and collaboration. Fundamentally different from traditional bricks and mortar mental health services, ReachOut is a non-traditional service that is rooted in non-clinical, yet evidence-based help-seeking and online peer support. Using human-centred design thinking, global experience language and engaging young people at every touchpoint, our service looks at how technology can intervene to architect the way that we deliver customer experiences and champion transformative digital youth mental health innovation.
With young people’s expectations of digital services constantly evolving, investing in innovation and operating a continuous improvement model to ensure mental health services and products are responding in real time to the needs and wants of the next generation is becoming so important. Co-designing these services and products for young people with young people will help to connect them with accessible and thoughtful information, community and support pathways they need to be happy and well.
3 x Key Learnings:
● Human-centred design and design thinking as a methodology.
● Building a data warehouse and service personalisation.
● Exploring transformative innovation and the customer experience journey.
Biography
Louise O’Donnell is a senior digital innovation and transformation executive with over 20 years of experience in design thinking and developing customer experience strategies for content, products and services, leading innovation programs, workshops and accelerators.
With experience in creating game changing strategies and products for major corporations such as the NSW Department of Education, Accenture, ABC, Ten, Google, Sydney Opera House, Leo Burnett, Fusion Labs and Hoodlum, Louise helps businesses transform their entire customer experience, designing products and services with purpose and value that scale.
Louise is now the Director of Service Design and Delivery at Australia’s most accessed online mental health service for young people and their parents, ReachOut, where she combines her strategic design thinking with her entrepreneurial approach to drive transformative digital mental health innovation in a competitive marketplace where being online is no longer a meaningful differentiator.
