Beyond Blue

Mental Health · Product and Service Strategy · COVID Response

In Victoria, COVID-19 was creating new mental health challenges and exacerbating existing ones at scale. In the midst of the crisis, Beyond Blue urgently needed to understand the impacts across communities and translate that understanding into actionable improvements to its products and services.

What we did

Community Eng

During the crisis, we were able to construct a community of 30 members, representing diverse grounds across Australia, each with a lived experience of mental health challenges

Multimodal Engagement

Facilitated a remote co-design process using an online platform to provide video briefings, conduct town hall meetings, run workshops, collate individual tasks and conduct 1:1 conversations

Clinical Support

The entire process was informed and supported by clinicians from Beyond Blue, who remained available throughout every activity and conversation.

“I loved this whole process. It made me feel valued and heard. The people involved (staff and participants) were all so lovely and it was a nice experience to be amongst it all.”

— Co-design participant

Outcomes

Built deep trust and high-quality relationships with participants entirely remotely, despite the constraints and the sensitivity of the subject matter
Produced 13 detailed product and service concepts, each with a COVID-specific iteration and future evolutions
Delivered a three-year roadmap enabling Beyond Blue to transform service delivery, technology infrastructure, and community reach
Created an illustrated visual narrative to share insights across the organisation and with the co-design community