CONTEXT

Throughout my time at Sussex MSK Partnership I lead the development of new information & communication pieces. These range from service wide patient journey mapping, to content design/writing, and developing new communication interventions.

STRATEGY

Many of these opportunities were uncovered during journey/information mapping exercises, whilst others were recognised during formal & informal user observations. My behaviour centric approach allowed me to consistently recognise needs & flaws that had been overlooked by others within the organisation.

SCOPE

Journey Mapping
Information Mapping
Content Design/Writing
Copywriting

Journey Mapping

This patient journey map (right) was developed as part of the website development project to visualise patient journeys and allow us to define pain & opportunity points. During a subsequent period of significant service evolution, it became clear to me that a deeper, richer version was needed to avoid confusion, work duplication, and support appropriate prioritisation between the various service improvement projects.

The resulting larger patient journey map (below) was critical to keeping service projects aligned and recognising their respective impacts on paitent experiences. It also allowed us to develop key insights into how different service offerings interact and function relative to each other that led to process improvements.

This map visualises all patient journeys across the service including respective volumes (represented by line thickness)
Suicide Prevention

The service had always provided any patient with a history (or early warning signs) of mental distress with a business card of local emergency mental health service contact details. However, the previous designs had failed to consider the tunnel vision, brain fog, and other comprehension & ‘coordinated behaviour’ problems that often accompany mental health crises.

Considering these factors, my redesign focused on ensuring fast recognition & comprehension from users in a ‘panic’ scenario in order to get them access to support they need as soon as possible. I then specified a durable laminate coating to guarentee long-term legibility.

Previous versions of the card (click to expand)
Choice Architecture

As new treatment offerings were added to the service’s self-referral outcomes (automated ‘offer invitations’ to specific treatment types based on patient answers), I was brought onto the project to develop new invitations for these in order to maximise uptake. Combining copywriting with choice architecture elements, I developed a pair of ‘offer invites’ that lead to a significant increases in patient uptake.