Paola Pierri from UK mental health charity Mind explains how they have made service design central to the way they work, helping them do more with less.
Mind is a charity that provides advice and support to anyone experiencing a mental health problem in England and Wales. We also campaign to improve services, raise awareness and promote understanding of mental health. The Mind network is made up of around 140 local Minds across England and Wales, each independent charities that are affiliated to Mind. This network helps over 400,000 people through services as diverse as supported housing, crisis helplines, counselling and eco-therapy.
A significant proportion of local Minds’ funding comes from delivering local NHS and local authority services. These services have been under considerable and growing pressure over the last few years and, in 2013, recognising these unprecedented changes, we started looking at new, innovative ways to effectively do more with less.
This led to Service Design in Mind (SDiM), the result of a year-long project to explore and embed the principles and approach of service design into our organisation and our network of local Minds.