Tell the story once
Only ask the user to tell you their story once, then refer back to it in the future.
Browse patterns
Patterns are reusable evidence-based solutions to common design problems. They show how to achieve the principle. Here are all the patterns in our library.
Listen and respond
Make it human
Signpost to local services
Signpost to other local services to support young people find help in the occasion where your services do not fit their needs.
Provide a space for peer support
Enable users to interact with one another, learn from each other and build solidarity and trust.
Manage expectations
Tell users what the service can and cannot offer them. Be clear about whether or not your service is monitored and, if it is, state its terms.
Display hours of service
Be clear about when you are available to respond to users directly. During offline hours, give clear guidance on acknowledgement and response times. Include a reassuring auto-response in case they still decide to contact.
Clearly show how to get in touch
Clearly explain when and how people can reach you, so they can get support when they need it. Offer different ways to connect.
Build positive self-image
Provide positive, inclusive images rather than stereotypes of poor mental health.
Give control
Provide a visible record of progress
Tracking progress in a visible way helps to build consistency and familiarity with the service and process.
Encourage self-care
Provide information on mental health self-care including ways to support general wellbeing. Be clear about how to reach out if needs escalate.
Define personal milestones
Put in place ways for users to set goals in the context of your service. This will increase a sense of accomplishment for users and the impact of your service.
Be clear
Manage expectations
Tell users what the service can and cannot offer them. Be clear about whether or not your service is monitored and, if it is, state its terms.
Lead with what you offer
Clearly state the support you can offer so that young people who land on your website looking for urgent help understand how and to which extent you will be able to help them.
Adapt to changing needs
Ease of access
Access points should be simple and easy so that they are utilised.
Design for poor internet connection
Your users may have limited or no internet connection. Think about how your service works offline, on poor connections and with small amounts of data.
Encourage self-care
Provide information on mental health self-care including ways to support general wellbeing. Be clear about how to reach out if needs escalate.
Be reliable and consistent
Create a safe space
Ease of access
Access points should be simple and easy so that they are utilised.
Tell people how you will use their information
Reassure users by making it clear how the information that they provide will be used.
Provide routes to anonymity
Be clear what you can and cannot provide when striving for confidentiality. Provide users with options about how visible they are across their journey and allow them to choose who they provide information to.
Provide an escape
Provide users with a way to quickly exit or hide visible information when using the product or service.
Share your patterns
We’re constantly on the look out for new patterns. If you have a service/product which you think could be used as a new pattern, we’d love to hear about it.
