- UI/X Design and Development
- Started: 2020 - Launched: 2021
Introduction
The peer support portal is designed for employees who work in high-pressure environments due to the nature of their job. This programe is created by the selected organisation to offer an opportunity to reduce the impact that mental health may have if left unaddressed until the crisis point.
The Problem
With today’s hybrid work environment and many people working from home, it is challenging for staff members to identify who the trained peer supporters are within their organisation, let alone find the right peer supporter who can understand and empathise with their experience.
Additionally, de-identified information is collected on peer support interactions using either pen and paper, spreadsheets, or SurveyMonkey.
These different ways of evaluating the effectiveness of the organisation have always been a challenge, keeping accurate information, and without missing details.
Objective
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Create an efficient method for a staff member to find the right peer supporter for them.
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Enable peer supporters to easily record their interactions on the go, on any device.
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Give organisation administrators the de-identified information about peer support interactions in one place.
Identifying the Persona
(Focus Group)
Rick
- Age: 43
- Gender: Male
- Location: Melbourne, Victoria
- Occupation: HR Assistant | Admin of Peer Support Officers on Victoria
Part of job routine:
- Compile all the interactions recorded from the peer support officers.
- Evaluate the severity of each interaction.
- Determine what kind of help is needed for the staff.
- Identify the most interaction reasons.
- Evaluate the success rate of the programe every month.
Frustrations:
- Tedious way of compiling the interaction reports from papers, spreadsheets, and surveys.
- Inconsistent format of information gathered.
- Late response in flagging the severe case.
- Manually calculating the success rate of the programe.
Rebecca
- Age: 40
- Gender: Woman
- Location: Melbourne, Victoria
- Occupation: Trained Peer Support Officer
Part of job routine:
- Record interaction using pen and paper, or create a survey.
- Keep track of all the interaction reports received each day and per month.
- Identify the most interaction reasons recorded.
- Submit all the reports received per day to the admin.
- Flag the severe case to admin.
Fustrations:
- Writing down an interaction report that came through a phone or video call.
- Sorting what has the most interactions received.
- Using a different channel to report interaction.
- Remembering which channel is used, when doing a follow-up with the staff.
Fran
- Age: 35
- Gender: Male
- Location: Melbourne, Victoria
- Occupation: Radio Communications Technical Officer
Part of job routine:
- Attend operational incidents to perform duties.
- Participate in a 24/7 weekly on-call roster.
- Work at heights and use ladders.
- Perform manual handling and safe lifting activities.
- Drive and operate a Four Wheel Drive vehicle.
Fustrations:
- Rotational shift
- Fatigue
- Burnout
Assumptions
Competitive Analysis
What are the key features in the competition?
Record interaction in any device
Export all the interactions
Visual representation of data based from the interactions
How can we stand out?
Help staff to have direct connection with the trained peer support officer or admin for urgent matter
Build community inside of the company to connect each staff and peer support officer
Monitor if peer support officers has a balance work load
Nice to have
Record video and be able to access it which will be available for peer support officers, and admin.
Selected Flowchart
Product Gallery
Conclusion
This product was created during the height of the pandemic, when the majority of us suffered emotionally and mentally. It is driven to bridge the gap in communication and improve the professional relations of all the members of the organisation. Addressing the risk of burnout and other concerns of the staff who work in a high-pressure environment, due to the nature of their job.
It is designed to provide help easily accessible to the members, a support system sharing the same struggles, and getting the proper help from a trained officer or a professional in the mental health field.