FIVE: A Service Design Innovation Project for Teen Mental Wellbeing


This project sought to address the mental health and wellbeing crisis in young people by looking at how a further education college delivers support. Part service design, part app design the findings and outcomes were in line with contemporary government initiatives.

METHODOLOGY: Adapted Design Thinking Methodology.

RESEARCH PROCESS: Qualitative Semi-Structured Stakeholder Interviews, Focus Group Discussions. Online survey Supporting Policy Research.

DELIVERABLES: Thematic Analysis, Descriptive Statistics, Personas, User Journeys, App Prototype, Service Blueprint.

Methodology Diagram | Charlotte Ansell
Research Thematic Analysis

Local college students reponded to the survey, which asked about current mental health issues and help available. I then conducted focus group interviews with college mentors and other stakeholders.

The triangulation of both data sets directed me to looking at the current service design.

One of the issues that came out of the focus group discussions with college mentors was that students suffering with anxiety struggle to get into college in the morning.

This scenario was mapped and ideation techniques were supported by theory and CBT techniques. An app would be part of the new service design, allowing engagement from the first point of contact with the college, throughout the students journey through their studies.

User Journey | Service Blueprint

I created a service blueprint and user journey which showed how the new app and service design would help students and staff. The next phase of the project would have been to test these methods.

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