UX, UI, Branding Review & Proposal for ASPF

Engagement

The Australian Suicide Prevention Foundation engaged my services to provide a review of their existing website and mobile application, including the current associated branding, and to scope a proposal for adjustments that would improve the user experience and increase uptake of their app.

I was invited to provide a quote. The quote included: cost, payment terms, timeline and the following deliverables:

  • Initial Consultation
  • Heuristic Evaluation
  • User Interface Review (App & Website)
  • User Experience Review (App & Website)
  • Branding Review (App & Website)
  • Report & Presentation
  • Prioritised Action Plan
  • Scoped Cost & Timeline for 3 “next step” Options

Research & Approach

My quote was accepted and I commenced work.

Using Atlasian’s integrated platforms, I set up a Knowledge Base for resources, the overarching goal, and outcomes. Beyond this creating a structured environment for my delivery of the proposal and review phase, it was deliberately designed to enable current stakeholders (in this case, an independent project manager) and future team members to access and understand all elements of the process.

The majority of ASPF board members were medical professionals with varying technological literacy. One of the most pivotal tools in delivering this project with clarity was the glossary I created in the initial set up. It outlined terms used in reference to platforms (present and proposed) and terms used in reference to people groups.

The research was essential and also a very heavy topic to immerse one’s brain and heart in for a month. As someone with lived experience, it was challenging. I have no doubt my passion around the topic and life experience added value to the outcome ultimately.

My research was broken into:

  • Suicide statistics (Aus specific)
  • At-risk factors
  • At-risk experience
  • Approaches that work
  • Current mobile applications that are leading in the Mental Health & Wellbeing space

Review & Proposal process

After the research phase, I created systematic reports on both platforms (ASPF website and the mobile app).

Both reports included detailed feedback on:

  • information architecture
  • identified primary and secondary user journey
  • navigation
  • user experience
  • user interface
  • brand application and effectiveness

The reviews also included screen-by-screen feedback on two key aspects - Purpose and Content.

Each aspect had screen-specific:

  • notes
  • issues
  • feedback on “voice/messaging” (where required).

I provided links to statistics which supported feedback where relevant.

This 28 page report was the foundation of my final Review and Proposal presentation and was made available to the board and advisors in conjunction with the presentation.

Presentation of Review and Proposal

After thanking the team for engaging me, the first image I shared was designed to clearly delineate between two essential terms representing the main people groups we would be discussing. This enabled the audience to engage without confusion.

The outlined sections were referenced at the top of each slide for context.

Brand Proposal

The board and team were already keenly aware of the existing brand confusion, between the foundation, the website and the mobile app. A core suggested course of action in my review and proposal was to identify the overarching purpose and message, and to use this without exception to filter content, messaging, branding and communication.

Stay

I created a brand concept which I believed would be able to reach all at risk of suicide in an impactful way, and communicated the way ASPF were seeking to engage the immediate communities of people at risk.

My concept for their mobile app was quite different from the current approach. Focused on assessing recipient's journey, and trusting those closest to them to be capable of composing meaningful messages when provided with prompts.

Incorporating reminders to touch base and record how the recipient seemed, created both a pattern for consistent support and a feedback loop which would enable us to measure effectiveness.

Reassuring users through voice and prompts of the core message:

  • You can impact
  • They can be reached
  • These tools can help you

Conclusion

A lively and worthwhile question and answer time followed the presentation.

Many of the members present contacted me later that day to express their appreciation for the work, and their excitement about the future for ASPF.

The team at ASPF are an incredible collection of leading professionals with a genuine heart for the people of Australia who are at risk of suicide, and the loved ones who surround them.

I was honoured to be invited to assist them on their mission.

Unfortunately, extenuating circumstances outside the board's control meant that we weren’t able to continue on the proposed and approved pathway. While the brand was not ultimately purchased by ASPF, they have a blueprint for effective changes both short and long term.

My hope is that their work continues to positively impact this space.

If you’d like to find out more about their work and tools, I’d encourage you to visit their website and support them in their mission.