case study

InforMH: Mental health services for displaced communities

Client

The International Rescue Committee

Team

Role

User Research, UX Design, User Testing, Workshop Facilitation

Year

2022

Awards

Media

CHALLENGE

Used by hundreds of thousands of people across the UAE, the Ministry of Health and Prevention, responsible for regulating and licensing the health industry, was in need of a services redesign.

OUTCOME

A complete service re-design and engineering utilising strategic third entity partnerships, design strategy and innovative user experiences to increase user satisfaction to 88% and significantly reduce steps required of both customers and MOHAP staff.

How do we encourage displaced communities in Jordan to look after their mental health?

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We facilitated 8 workshops with over 90 participants to co-design the most culturally suitable experiences.

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Our insights uncovered the best Arabic self screeners to use and the most user friendly way to showcase results.

We also uncovered the most relatable self care tips and grouped them into 4 simple categories in a format that can easily be shared on social media.

And explored the most accessible formal care options that reduce taboos around therapy and provide the most privacy.

While we assumed remote therapy would be the most popular option, it was last because privacy is hard to come by as families share the same room. Abusive husbands are also very controlling over their wives’ phones.

We then validated our findings with a larger panel of more than 100 participants in a multiple choice online survey.

We tested all of our insights on a prototype website and linked to it via a social media campaign and posters at pharmacies.

Our work allowed the IRC to raise more funds for the expansion of the project scope.

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