ReachOut PeerChat
Impacting youth mental health through service innovation.
Problem
Problem
Problem
Annually, 40% of 16 to 24-year-olds grapple with mental health issues, but more than a million do not seek support due to systemic barriers.
ReachOut began as a digital-first information source when digital usage was low but needed to evolve their value proposition for digital natives looking for human connection.
Annually, 40% of 16 to 24-year-olds grapple with mental health issues, but more than a million do not seek support due to systemic barriers.
ReachOut began as a digital-first information source when digital usage was low but needed to evolve their value proposition for digital natives looking for human connection.
Annually, 40% of 16 to 24-year-olds grapple with mental health issues, but more than a million do not seek support due to systemic barriers.
ReachOut began as a digital-first information source when digital usage was low but needed to evolve their value proposition for digital natives looking for human connection.
Resisting the urge to add new features—to focus on breaking old barriers to support.
Reframe
Reframe
Our research revealed that young people needed accessible, non-clinical, and personal support. We ran seven weeks of ‘sprints’ to explore support prototypes, ranging from games to art interventions. Through an online self-reflection experiment, we found that young people simply wanted someone to listen and validate their struggles.
This wasn’t about creating new digital features, it was about removing old barriers to support. The real value is the ability to speak with a trained peer who understands, a young person on their own recovery journey who can use their experience to support others.
Our research revealed that young people needed accessible, non-clinical, and personal support. We ran seven weeks of ‘sprints’ to explore support prototypes, ranging from games to art interventions. Through an online self-reflection experiment, we found that young people simply wanted someone to listen and validate their struggles.
This wasn’t about creating new digital features, it was about removing old barriers to support. The real value is the ability to speak with a trained peer who understands, a young person on their own recovery journey who can use their experience to support others.
Our research revealed that young people needed accessible, non-clinical, and personal support. We ran seven weeks of ‘sprints’ to explore support prototypes, ranging from games to art interventions. Through an online self-reflection experiment, we found that young people simply wanted someone to listen and validate their struggles.
This wasn’t about creating new digital features, it was about removing old barriers to support. The real value is the ability to speak with a trained peer who understands, a young person on their own recovery journey who can use their experience to support others.
Solution
Solution
We designed ReachOut PeerChat, a safe, anonymous space for young people to be heard. Through online text chat, young people can talk for free for up to 45 minutes with a trained peer worker who has their own experience of mental health or life challenges.
The service has transformed ReachOut from a self-service model to a groundbreaking integrated support network with lived experience at the heart of the organisation.
We designed ReachOut PeerChat, a safe, anonymous space for young people to be heard. Through online text chat, young people can talk for free for up to 45 minutes with a trained peer worker who has their own experience of mental health or life challenges.
The service has transformed ReachOut from a self-service model to a groundbreaking integrated support network with lived experience at the heart of the organisation.
We designed ReachOut PeerChat, a safe, anonymous space for young people to be heard. Through online text chat, young people can talk for free for up to 45 minutes with a trained peer worker who has their own experience of mental health or life challenges.
The service has transformed ReachOut from a self-service model to a groundbreaking integrated support network with lived experience at the heart of the organisation.
80%
increase in size of ReachOut organisation
as a result of service transformation.
80%
increase in size of ReachOut organisation
as a result of service transformation.
80%
73%
of users report improved wellbeing
boasting a satisfaction score of 8/10.
73%
of users report improved wellbeing
boasting a satisfaction score of 8/10.
80%
increase in size of ReachOut organisation
as a result of service transformation.
73%
of users report improved wellbeing
boasting a satisfaction score of 8/10.
Awards
Three Good Design Awards
In Service Design, Social Impact and Digital Design, 2023.
Awards
Three Good Design Awards
In Service Design, Social Impact and Digital Design, 2023.
Awards
Three Good Design Awards
In Service Design, Social Impact and Digital Design, 2023.
Impact
Impact
PeerChat has grown ReachOut, creating a new peer workforce and attracting substantial funding.
73% of users stated their well-being had improved through the service, with an overall a satisfaction score of 8/10. PeerChat showcases the potential of new service models to relieve the strain on young Australians, their caregivers, and the overall system.
Recognised for its efficacy and innovation, PeerChat has won five awards:
Good Design Award 2023 - Gold - Service Design
Good Design Award 2023 - Social Impact
Good Design Award 2023 - Digital Design
Design Institute Australia Awards 2023 - Award of Merit - Interact
Australian Not-for-profit Technology Awards 2023 - NFP Tech Innovator of the Year
PeerChat has grown ReachOut, creating a new peer workforce and attracting substantial funding.
73% of users stated their well-being had improved through the service, with an overall a satisfaction score of 8/10. PeerChat showcases the potential of new service models to relieve the strain on young Australians, their caregivers, and the overall system.
Recognised for its efficacy and innovation, PeerChat has won five awards:
Good Design Award 2023 - Gold - Service Design
Good Design Award 2023 - Social Impact
Good Design Award 2023 - Digital Design
Design Institute Australia Awards 2023 - Award of Merit - Interact
Australian Not-for-profit Technology Awards 2023 - NFP Tech Innovator of the Year
PeerChat has grown ReachOut, creating a new peer workforce and attracting substantial funding.
73% of users stated their well-being had improved through the service, with an overall a satisfaction score of 8/10. PeerChat showcases the potential of new service models to relieve the strain on young Australians, their caregivers, and the overall system.
Recognised for its efficacy and innovation, PeerChat has won five awards:
Good Design Award 2023 - Gold - Service Design
Good Design Award 2023 - Social Impact
Good Design Award 2023 - Digital Design
Design Institute Australia Awards 2023 - Award of Merit - Interact
Australian Not-for-profit Technology Awards 2023 - NFP Tech Innovator of the Year
“We didn’t just get a new service, we got a whole new organisation”
“We didn’t just get a new service, we got a whole new organisation”
Jackie Hallan, Co-CEO ReachOut
Jackie Hallan, Co-CEO ReachOut
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