Your Experience Matters Heather Welcome Introductions

Your Experience Matters Understanding the problem Empathizing with people Designing solutions Building out ideas Testing with people Heather Why you did the engagement, what issue were you trying to make better, improve, etc This Project was rooted in a challenge to improve the experience of people with concurrent disorders moving through mental health and substance use services in the WW area. How did you recruit patients/families to participate From within a design thinking framework, that meant that we started with the people who use those services and those who provide programs and supports within those systems. Street Teams were created – those teams went out to the places were people accessed services In some cases service providers introduced the street teams to people or arranged the connection ahead of time – the goal was to create a safe way for folks to engage. Language was thought out and a process for folks to change their mind about their “interview” afterward was also created. We spoke to 150+ people 101 people with concurrent disorders 14 family members and friends of folks with CDs, and 38 service providers Specifically we completed - 83 short interviews - 7 stakeholder labs - 4 Expert interviews - 5 Design Labs for ideation - 1 Testing lab - 4 one-on-one interviews with family

Major Themes Brooke All of that research produced this stack of need statements - 1835 in total – that we sorted into 60 different but highly inter-related themes. All of this is included in the Challeng2 Brief

Personas Brooke

Your Experience Matters Understanding the problem Empathizing with people Designing solutions Building out ideas Testing with people Brooke - 5 Design Labs for ideation - 1 Testing lab - 4 one-on-one interviews with family

Major Themes Understand My Problem Support the Supporter Getting Connected / Finding Information Concurrent-Oriented System Treat Me Like a Person Heather What were the results, new process, new insights, etc- 60 themes -> 5 major themes, includes input from all stakeholders, not discreet Understand My Problem — diagnosis (what and why), how to ask for help, kept in the loop, what they can do. Same for family & service providers Support the Supporter — no training for families and aren’t given permission to access info, supporters need reasonable demands on their time Getting Connected / Finding Information — need to know where to start, relevant and local knowledge, help getting connected. Same for family & SP Concurrent-Oriented System — understand CD, get to root causes, transitions, participants nor recipients. This helps family and service providers Treat Me Like a Person — feel valued and respected, accepted and care about, without stigma. Acknowledge values and preferences

Key Learnings You can involve people/families! Push through the fear of involving people/families and the fear of what they might say Big difference between what we think we do and what people actually experience Respect people’s time with compensation You get better results faster Design Thinking was a key enabler to us quickly achieving consensus and actually deciding something…while also having fun! Brooke What went well What would you do differently

How Does it Feel to Be Engaged? Barb How did it feel for patients/families and for providers to engage in this process, or initiative What were some of the important insights that the users brought to the table that you wouldn’t have landed on without engaging them