ReachOut, Australia’s leading online mental health organisation for young people, recently found itself with an opportunity and imperative to set a new strategic service vision for its youth service. Since 1998, ReachOut has delivered online tools that address health and reduce youth suicide, to the tune of 1.31 million Australians visiting each year. Despite this reach, ReachOut has found themselves in a dramatically changing service landscape. Smartphone usage amongst Australian teenagers has increased from 25% in 2011 to 80% in 2015. Young people are more purposeful consumers and producers of content, and expectations of engagement and personalisation have increased. Policy changes see a growing demand for accessible, affordable, responsive and personally controlled mental health services, putting digitally-accessible health services at the heart of our future health system. The service model of today is not going to serve the changing needs of young people, nor take advantage of the changing digital and mental health environments.
Presented by Mariesa Nicholas and Jackie McIver at Service Design 2016 (Canberra)