The global COVID-19 pandemic brought about unprecedented challenges, affecting every aspect of people’s lives. The University of Westminster Psychology Department recognized the need to provide mental health support to individuals grappling with new pressures arising from the pandemic-induced changes. To address this, they created an online course to support people via the web and email with a significant budget of 0.7 million euros allocated to it.
Outcomes
Positive Human Impact
from
11%
to
64%
Increased the proportion of user feeling supported and helped by the program by 53%
Positive Human Impact
from
€0.7m
to
€0.2m
Decreased the over all cost to operate the program by 250%.
Contributions
User Research Support
Assisted other 6 volunteers in their research efforts, namely the diary studies and 1-on-1 interviews with users.
XD Audit
Conducted an audit against the product offering, evaluating product market it, and over all experience.
Handoff Reporting
Analyzed the results of the research, reported final findings and handed off assets to the Westminster team.
Tools
- Google Suite
- Excel
- Heurio.app
The Ask
Assess and refine their site and solution for helping people with their mental health
Initial Assessment and Planning
My role involved collaborating with the international volunteers to analyze the course’s design, content, and structure. We conducted initial research to understand the demographic’s needs and challenges during the pandemic.
Research and Discovery
We initiated thorough research to evaluate the course’s impact on participants. Surveys, interviews, and feedback collection were employed to gather quantitative and qualitative data from established and potential users. The research revealed that the course was not yielding the desired results and was, in some cases, exacerbating the stress it aimed to alleviate.
Pivoting Strategy
We suggested transitioning from the online course model to a series of group sessions conducted remotely. These sessions aimed to foster a sense of community and provide a platform for individuals to share their experiences, challenges, and coping strategies. This shift was rooted in the understanding that remote community support could offer a more impactful and human-centric solution.
Remote Community Support
To execute this new strategy, we designed a series of online group sessions that catered to various themes and needs arising from the pandemic. These sessions provided a safe space for participants to engage in meaningful conversations, exchange advice, and build a support network.
Outcome
By aligning the project’s goals with the research findings and participants’ actual needs, we not only enhanced the support provided but also achieved significant cost savings. The originally budgeted 0.7 million euros were redirected to more impactful initiatives within the department.
Key Takeaways
- Flexibility and Adaptation: Adapting to changing circumstances is crucial for project success.
- User-Centric Design: Solutions should be rooted in genuine user needs and experiences.
- Continuous Feedback: Regular feedback loops ensure constant improvement and refinement.
- Collaboration and Communication: Effective teamwork and transparent communication are essential.
The collaboration with the University of Westminster Psychology Department and the international volunteers demonstrated how a data-driven, user-centered approach can lead to transformative outcomes even in the face of unexpected challenges.
Positive Human Impact
increased by
53%
Positive Human Impact
decreased by
250%