RU OK?
Strengthening informal support networks to prevent suicide
RU OK? is a charity that promotes public health which was motivated by Gavin's personal story of losing his beloved father, Barry Larkin, in 1995.
Gavin chose to advocate just one question to honour his father and encourage people to talk more about feelings and struggles, create and strengthen informal support networks with the main objective of preventing suicide. That question is RU OK? And people believe in the power that these words have to change lives.
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OVERVIEW & GOALS
In this project, we composed a team of 3 UX Designers to improve the tools and interface offered by the RU OK? website.
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The initiative is national in scope, and promotes RU OK? DAY annually on the second Thursday of September, which encourages Australians to connect with people who have emotional insecurity, address social isolation, and promote community cohesiveness.
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Our goal was to create tools and initiatives to encourage people to continue mindfulness individually and to look out for each other beyond a single day.
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Role
UX/UI Designer
Team
3 UX Designers
Scope
2 week design sprint:
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Website
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Community Forums
Methods
Content Evaluation, Competitive Analysis, Domain Research, Surveys, Interviews, Affinity Mapping, System Mapping, Journey Mapping, Impact Effort Matrix, Sketching, Prototyping.
Tools
Pen & Paper
FigJam
Figma
Google Docs
Google Forms
Canva
Our brains!
Project Type
Conceptual
How we found out
We conducted a comprehensive research study, encompassing both interviews and surveys, to gain valuable insights into people's current behaviours and perspectives regarding mental health and the 'RU OK?'.
We also carried out a study of what is currently offered by RU OK? and the mental health context including other initiatives.
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Methods: Content Evaluation, Competitive Analysis, Domain Research, Surveys, Interviews, Affinity Mapping, System Mapping.
Discover
How we made it
Through diligent research and thoughtful synthesis, we were able to define a clear design process. Leveraging teamwork, we efficiently planned and delegated tasks to advance our solution and set the course for our next steps. Consistent feedback at each stage was our guiding light, culminating in the creation of a pitch deck and a robust MVP prototype that embodies the required information, interactions, and refinements, enabling us to vividly envision its practical application.
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Methods: Journey Mapping, Impact Effort Matrix, Sketching, Feedback rounds, Prototyping.
Define
Solution
What we delivered
Study and prototype (MVP) including:
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Forum within the site, with mediated topics, for users to share their concerns and feelings with other people and establish a support network in a safe environment;
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Navigation bar reorganised and categorised in an objective way;
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Adjustments to the content and layout of the website to support two-way conversations;
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Guidance for the implementation of an accessible tool for first aid in mental health.
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Tools: Figma, Canva
Discover
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Domain Research
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Surveys
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Interviews
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Affinity Mapping
How do people perceive ‘RU OK?’
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In order to understand users' needs and identify opportunities, we structured an interview guide and a survey. These tools enabled us to obtain quantitative and qualitative data that guided us throughout the development of our design solution.
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In total, we interviewed 10 people and had 23 respondents in our survey.
Our findings revealed that an overwhelming 91% of survey participants were already familiar with 'RU OK?' in Australia. While many of our interviewees expressed positive sentiments about 'RU OK?' as an important initiative, they also conveyed a desire for more authentic and in-depth conversations around mental health. They pointed out that 'RU OK?' often came across as insincere and superficial.
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Participants in the interviews emphasised the need to expand awareness and engagement beyond the confines of a single day, indicating a clear desire for sustained efforts in promoting mental well-being.
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Intriguingly, our research uncovered that only a mere 9% of survey participants had actively utilised the mental health resources provided by 'RU OK?'. This under utilisation suggests an opportunity for enhancing the effectiveness of these resources or better informing the public about their existence.
Affinity Mapping
Key insights from users
RU OK Day
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Scepticism on the concept of RU OK DAY
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Raising awareness beyond a single day
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Lack of knowledge and use of RU OK resources
Mental Health Resources
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Financial constraints in accessing professional help
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Finding resources and information through social media
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Desire for community through shared experiences
Having conversations with others
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Difficulty in navigating conversations about mental health with others
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Desire for more mental health conversation resources
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Silent struggles in men's mental health
Discover
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Content Evaluation
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Competitive Analysis
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Contextual Research
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System Mapping
How the website performs
Our initial assessment of the website unveiled several notable issues. The site hosted an extensive volume of content, yet it lacked effective categorisation, resulting in a challenging navigation experience. Furthermore, the absence of interactivity posed a significant drawback. The array of guides and resources offered presented users with an overwhelming choice, making it difficult to select and engage with the material.
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One conspicuous finding was the deficiency of specific content dedicated to mental health. Additionally, we noted inaccuracies in some information and a notable absence of proper source citations. Ambiguities in certain sentences had the potential to lead to misunderstandings, emphasising the need for content revision.
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While the website currently links to external resources, it's important to consider that suicide prevention is the primary objective. Addressing this issue directly and prominently could enhance the site's effectiveness.
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Our evaluation underscored that the primary shortcoming is the absence of interactivity, a crucial element that significantly influences user engagement, particularly when the objective is to maintain a continuous impact year-round.
Competitive Analysis
Define
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Customer Journey Mapping
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Persona & Scenario
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Problem Framing
- Impact Effort Matrix
- Sketching
- Feedback rounds
How we made it
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After identifying the objectives of the initiative, context, and competitive scenario, as well as key user insights, we began defining the archetype and used methods to identify pain points, and opportunities and define the problem. Thus, it was possible to develop the design hypothesis and finally define the priorities and refine the solution, which was shared with other users for feedback and adjustments.
Problem
Users learn about RU OK DAY at events promoted to publicise this initiative and encourage meaningful conversations. However, when asked "RU OK?" they feel embarrassed and uncomfortable sharing their mental health concerns and feelings with others. When searching for support on the RU OK? website, they also do not find guidance or a safe space to vent and expose their struggles.
Hypothesis
We believe that by enhancing the website for R U OK Day we will make it a safe, trusted safe space that encourages people to have ongoing two-way open conversations about mental health by:
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Having an inclusive, safe, supportive and confidential network to share with, made up of peers and mental health professionals;
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Inclusive and informative resources to encourage two-way conversations and increase mental health first aid - in short and long forms;
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An easy entry point for the mental health journey - directing users to specific information.
Customer Journey Mapping
Current pain points:
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Users feel overwhelmed with where to start with discovering more about their mental health;
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Users finding it hard to find the right person to talk to about their mental health and how to bring it up;
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Users find difficulty in finding resources about asking others for help;
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Needing further advice from peers who have experienced a similar issue or a professional;
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Finds difficulties navigating the 'RU OK?' website to find the correct resources.
Solution
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- MVP - Prototype
- Client Documentation
What we delivered
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Complete documentation of contextual and user research, including methods and tools used to identify and propose solutions. Also, the prototype that was developed in Figma. These deliveries addressed:
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Community forums and support groups to connect with others with similar experiences;
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Easy entry point for all mental health journeys - finding out more about both crisis services, and different mental illnesses and accessing a mental health professional;
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Refining wording across all of the R U OK Day website to increase users' trust and comfort levels in coming across as genuine in conversations;
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Addition of wording and guides on bringing up personal mental health;
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Dedicated mental health first aid training resource.
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Creating an account - Flow
Our sign-up page highlights the benefits of creating an account and emphasises our commitment to privacy by ensuring users that their personal information will not be shared.
Homepage prioritising Mental Health Resources, Community Forums, and Guides for Asking Okay and those Seeking Help.
Users can personalise their experience by selecting their preferences and can also choose to complete the task at a later time.
Users can find suggested resources such as community forums, talking guides, and self-help materials on their accounts page, offering generalised information.
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Community forum - Flow
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An Anonymous Space Moderated by Mental Health Professionals to Facilitate Peer Conversations. Here, Users Can Explore Various Discussion Threads on Mental Health and Specific Community Topics.
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When a user selects a specific topic for further exploration, they can delve into trending discussions, search through threads, view current active discussions, explore the latest threads, and access their saved threads.
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Users can read through comments and feedback from both peers and mental health professionals. Comments are organized by the highest number of likes, giving users easy access to the most helpful advice.
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In this space, users can initiate discussions to seek advice and engage with the community forum regarding their concerns. They have the open to remain anonymous.
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After submitting the discussion, the topic awaits moderation by a mental health professional. Users can still access the link to their post, but it will remain pending until approved by the moderators.
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After approval, users can view their discussion post and receive the advice they are seeking with privacy.
Reaching out for help and Short Conversational Guide - Flow
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Here, we prioritise both users seeking resources to ask R U OK? and those who want to reach out for help.
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Our sign-up page highlights the benefits of creating an account and emphasises our commitment to privacy by ensuring users that their personal information will not be shared.
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We offer a concise, conversational guide with brief steps on how to ask for help. We've included an example script to help users feel prepared, along with an accompanying video for visual guidance.
Resources page - Flow
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On the main page, users can access all available mental health resources or navigate various resource categories, including 'How to Ask,' 'Individual Resources,' 'Educator Resources,' 'Community Resources,' and 'Work Resources.
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Users can access specific community resources or explore all available community mental health resources.
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On the specific community page, users will find tailored resources covering Research and Statistics and categories.
Reflection & Outcomes
This project held immense personal significance for me, not only because of their commitment to a noble, non-profit cause but also due to their involvement in social initiatives closely aligned with my personal values.
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Throughout the project's development, I remained acutely aware of the need to continually scrutinise and mitigate any potential biases, including those stemming from my previous work in mental health. Employing my research skills, I meticulously managed and controlled the influence of these biases by thoroughly evaluating the context and insights provided by the users we interviewed.
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Our collaborative journey was marked by a valuable learning curve. We skilfully navigated our distinct expectations and ideals, working in unison to craft the optimal solution for the archetype. The creation of the persona and scenario played a pivotal role in keeping our ideas aligned and priorities in focus.
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The narratives of the individuals in the interviews brought us closer to their struggles and feelings. We developed a connection with the emotions involved, and having a team to share was essential for us to deal with, which further reinforced the social importance of initiatives like 'RU OK?'. Ultimately, it was an extremely worthwhile cause in the mental health context in Australia.