Steve Petrenko General Manager IT Ellen McNaught Senior Manager Innovation and Projects
Our sector typically lags in technology maturity... we don't want to be defined by that... IT Principle #5 Choosing to be amongst the early majority of adopters of new technology; conservative, but open to new ideas... IT Principle #14 Seeking ways to address inequality in access and using innovative technologies and data to extend operational reach, personalise services and engage consumers in their own health management...
...we're blending our traditional strengths in service development... Our established R&D capability, academic links, and strong emphasis on an evidence based approach is expertise that we can tap to ensure the desired result. Our service design methods can be adapted to embed digital in new service program commissioning's and to rethink existing practices. Our use of action learning processes can be used to test real applications of digital in service delivery.
...and working across disciplines in a convergent way. IT brings software development expertise, but cannot create a successful product without deeply understanding the enduser. Service Development has relationships, culture and context to inform how people will relate to a particular design.
How does frontline service delivery in mental health care translate to software development? Empathetic connections to clients are fundamental to building experiences that resonate and matter. Our work, by design, aims to give voice and representation to our clients. We have tools that are based on evidence which we have been using with success, albeit on paper, with manual recordkeeping. We put these tools in the hands of people who use them every day and are active in providing feedback on their effectiveness.
We know that if the user is not the point of departure, then you end up building something that is steeped in your own values and assumptions "Around 200 apps for depression have been developed by academia and subjected to rigorous trials yielding lots of data however, they are barely used." "Industry-developed apps are engaging and beautifully designed with slick user interfaces but very little data on efficacy is available."
Test the program before you write it What is a Minimum Viable Product (MVP), anyway? If the idea has been realised in another form, and the efficacy has been established, can we reimagine it in a digital space? The Health Prompt was developed in response to the understanding that individuals living with severe mental illness have a significantly reduced life expectancy. It comprises 28 questions with the aim of promoting guided conversations to address health care needs. A digital version would be an opportunity to broaden its availability and use, as well as introduce new features to enhance its effectiveness.
Co-design By Dr. Ingrid Burkett
Co-design "Co-designing social services involves more than seeking the views of service users or researching their needs. It means involving people in generating ideas, testing them and making decisions about how these ideas could shape projects, relationships, and indeed the nature of services offered" (Dr Ingrid Burkett)
Why Codesign? Market share Social benefit
We had an existing product (MVP)
What does digital afford an existing product? The ability to test, develop, and redevelop Theory of Change
We went from...
"Participatory experience is not simply a method or set of methodologies, it is a mindset and an attitude about people. It is the belief that all people have something to offer to the design process and that they can be both articulate and creative when given appropriate tools with which to express themselves (Liz Sanders, MakeTools, 2002)
Idea generation
What consumers told us "I think creative processes happen when people become more relaxed and natural" "the music in the background, it stops you from focusing on one point, lets you move around in your head"
UX design
Try to be outnumbered The approach to codesign during the development phase
Reflections on codesign WITH It is less predictable, can take longer Invest early, learn together Build relationships Engage the co-design mindset, then give people the tools to collaborate
Reflections from Consumers "I feel like I am adding something to it and I feel like it has real potential to benefit people" "Being involved in the experience is something that allows me to say I had a part in that. It gives me something to look forward to, its exciting!"
ORGANISATIONAL CULTURE RELATIONSHIPS CONTEXT conditions that make this project possible + + Action learning approach Co-design mindset Commitment to invest Convergence deliberately cross disciplinary Understanding systems the product sit within
Steve Petrenko General Manager IT steve.petrenko@neaminational.org.au Ellen McNaught Senior Manager Innovation and Projects ellen.mcnaught@neaminational.org.au