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The future of mental wellbeing services

London has poorer levels of wellbeing than elsewhere in the UK. Many Londoners don't receive treatment for their mental health difficulties, straining public and private resources. In this session we will share how we used service design to co-create an ecosystem of mental wellbeing services for the city of London, with the potential to scale throughout the UK. Londoner's stories helped us engage with stakeholders to envision a new approach that distributes mental wellbeing services into the digital communities that people already inhabit. In order to implement this, we recommended an experimental strategy based on small digital interventions that can scale over time. This enables users to digitally co-produce the service elements that meet their needs.
Presentation given by:

Jennifer Bagehorn
Jennifer Bagehorn - Service Designer – Livework

Jennifer is a service designer at Livework with a particular expertise in designing services and systems that have a positive impact on people’s health. She is passionate about building radically improved services for population health, increasing capability for change in organisations, and joining up behavioural science with service delivery. Jennifer is also a certified yoga teacher and meditator who advocates for living and working in ways that promote good health.


by Tbc


Amplifying SD through behavioural sciences

by Aileen Heinberg and Leah Cabrera

Using case studies from our experience at Memorial Sloan Kettering Cancer Center, we will highlight how embedding behavioral scientists within service design teams can bolster the impact and scalability of design solutions. We have found that adding scientific methodologies and evidence-based findings to the service design toolbox amplifies design’s ability to improve the patient experience. This combined approach helps to identify, test and measure promising low-touch design approaches in ways that correspond with the mental models of diverse stakeholders, facilitating smoother implementation and scaling of successful design solutions.


Building internal capabilities on all levels to reveal the missing link

by Aileen Heinberg and Leah Cabrera

Medistim has a global position in delivering medical devices that provides quality assurance during surgery, but wanted a better understanding of their customer needs and to build capabilities for a human-centred approach. In this session Medistim and Livework will share experiences from conducting insight together in four different countries, building internal capabilities and translating insights into strategic recommendations. We will provide concrete examples of using the tools “Customer lifecycle” and “Needs eco system” to identify which phases were most important and how the needs related. We will explain how engaging staff, from the CEO-to VP's-to staff members were crucial when providing recommendations that aligned with needs, organizational capabilities and business objectives.

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