SCW’s mental health team carried out broad audience testing – with emphasis on those who had withdrawn from the existing model. They discovered staff struggled to log-in and found the sheer amount of information they were expected to provide frustrating.
The interface did not put the user first. It had multiple screens and the user journey was challenging. A common response was “I logged in and was presented with a blank screen. I didn’t know what to do so I logged out again.”
SCW put together a project team of mental health experts and developers who used their expertise to make sure any new tool – and the language it used – suited its audience.
The result was ‘CReST’ – Children and Young People's Mental Health Referral System Management Tool.
Gone was the need for multiple data requests. CReST has just three questions:
- How many referrals do you get a year?
- What’s your average number of sessions/average length of stay?
- How many appointments/beds do you have on average?
On inputting data, users are provided with real-time, downloadable/shareable outputs. It doesn’t replace decision-making but – with higher levels of adoption – it allows leaders to have capacity discussions secure in the knowledge of real-world need.
The arrival of Covid 19 brought the rollout deadline forward to March 2020, but the SCW team still managed to complete on time and within budget.