Overview.

With more than 70 centres around Australia, the National Youth Mental Health Foundation’s service eheadspace helps young people who are going through a tough time. It provides health advice, support and information to 12 to 25 year olds including mental health, general health, education, employment, alcohol / drug and other services.

The Foundation’s online service, eheadspace.org.au needed a comprehensive review and rebuild. Bliss Media conducted extensive user research, developed a digital strategy and rolled it out in a responsive, accessible website.

The website follows a design and content strategy that engages the youth demographic. It’s a fluid, “responsive” HTML5 front-end solution focusing strongly on navigation and ease of use at each break point.

User Journeys & Usability Testing.

Usability testing was conducted with key eheadspace youth ambassadors and also external users who had not been exposed to the service. It was carried out both in person and remotely (so as to include users in rural and regional areas). The testing identified user insights that informed the final solution.

User Insights.

simplicity.

Many in the key demographic questioned the need for detailed information. However eheadspace was legislatively bound to gather this information. Our solution was to simplify the form interface and tell users why we are asking for particular information.

mobility.

90% of the key demographic would use a chat service on their phones while out and about. Our solution was to focus on the mobile experience and ensure a responsive design.

low bandwidth.

Users in the key demographic are data sensitive (because many adolescents have low data phone plans). Our solution was to deliver a low-bandwidth site.

Accessibility.

The solution is built and tested to WCAG 2.0 Level AA Compliance. Bliss Media works with eheadspace in an ongoing partnership to maintain accessibility compliance.

When you go online for advice and support the last thing you need is a technical barrier. We focused on delivering a fast, seamless and accessible user experience.

CMS Integration & API Development.

The website is built using the SilverStripe CMS. Significant internal staff training was conducted for eheadspace to educate stakeholders on WCAG 2.0 compliant content creation. It also integrates with a third party system, Dynamic Health for the site's live chat function.

Results.

Overall improvements to eheadspace.org.au has enabled eheadspace to provide their services more effectively.

25%

Within one week of launch the new website’s bounce rate was reduced from 75% to 25%.

Form.

Improvements to the registration form (including responsive design) significantly reduced the drop off rate.

Usage.

Ease of access to the site increased engagement and calls to the eheadspace centre (increasing calls was a KPI).