Mental Health Pathways and Access Project
The MH Access and Pathways project employed Human Centred Design (HCD) methodologies – in particular the development of client personas and client journey mapping – to better define and understand the experience of clients accessing, entering and using the mental health system in the Inner and Outer Eastern Melbourne areas.
The report contains a series of journey maps which represent the journey for each of the four client personas developed for the purposes of this project. These maps include a summary of key findings and moments that matter for each client.
Three themes were identified as being critical to the lived experience:
- Choice and control
The report includes a set of recommendations that aim to provide organisations with some guidance as to how to strengthen the elements of trust, choice and control and communication, including a checklist for providers.