Vulnerable children need to seek help.

Many don’t.

This project identified the help-seeking journey of children, young people, their parents and the systems that support them from 0-25. It also identified the blockers for help-seeking and what could and should be done at a strategic and service design level to reach vulnerable young people who do not reach out.

The problem

This organisation is a national leader in helping children, young people and their carers through various channels. A new strategic direction, coupled with a full technology stack overhaul left them wondering whether they were missing the point - so they wanted to find out what they should be doing differently, or better, to reach more children in need.

My role

I led the project from A-Z, supported by a junior colleague.

Project

• A research and journey mapping project to inform a strategic redesign of the organisation

• Research with a complex cohort covering multiple challenges including mental health, disability, sexual assault, domestic and family violence, unemployment etc.

Deliverables

• Deep insights report establishing a baseline of knowledge on help-seeking processes, barriers and enablers in vulnerable cohorts

• Journey of key moments in the context of technology, infrastructure and service design

• Design and testing of technology and service concepts, validated with young people

• Detailed guidelines for technology requirements gathering leading into an IT infrastructure project to follow

• Detailed guidelines for service design for individual services to follow