Browse patterns
Patterns are reusable evidence-based solutions to common design problems. They show how to achieve the principle.
Listen and respond
Tell the story once
Only ask the user to tell you their story once, then refer back to it in the future.
Provide a space for peer support
Enable users to interact with one another, learn from each other and build solidarity and trust.
Provide a range of ways to express yourself
Offer a range of ways to express themselves. Different users are able to communicate in different ways.
Make it human
Signpost to local services
Signpost to other local services so that young people can find help if your services don’t cover their needs.
Make it human
Provide a space for peer support
Enable users to interact with one another, learn from each other and build solidarity and trust.
Listen and respond / Make it human
Manage expectations
Tell users what the service can and cannot offer them. Be clear about the terms of the contract managing the relationship between you as a service provider and your customers.
Be clear / Make it human
Display hours of service
Be clear about when you are available to respond to users directly. During out of office hours, provide clear guidance on when a correspondence will be acknowledged and responded to. Include a reassuring auto-response in case they still message outside of those online hours.
Make it human
Clearly show how to get in touch
Clearly explain when and how people can reach you, so they can get support when they need it. Offer different ways to connect.
Make it human
Build positive self-image
Provide positive, inclusive images rather than stereotypes of poor mental health. Research shows that negative images of mental illness results in the development of more negative and inaccurate beliefs about mental illness
Make it human
Give control
Provide a visible record of progress
Being able to track progress through onboarding and whilst using the service develops a sense of achievement, whilst empowering users.
Be reliable and consistent /
Give control
Encourage self-care
Provide information on mental health self-care including ways to support general wellbeing. Be clear about how to reach out if needs escalate.
Adapt to changing needs /
Give control
Be clear
Manage expectations
Tell users what the service can and cannot offer them. Be clear about the terms of the contract managing the relationship between you as a service provider and your customers.
Be clear / Make it human
Lead with what you offer
Start by outlining the support you can offer so that young people who land on your website looking for urgent help understand how and to what extent you will be able to help them. Your first message matters and should focus on the needs of your users.
Be clear
Adapt to changing needs
Ease of access
Mental health resources should have multiple points of access, not just when a service user reaches crisis point. Both the availability of resources and reducing stigma for accessing those resources are required.
Adapt to changing needs / Create a safe space
Design for poor internet connection
Your users may have limited or no internet connection. Determine what aspects of your product or service may need to be accessed when connection is not available. Design your digital service to work well on poor connections and to minimise the data used.
Be clear
Be reliable and consistent
Provide a visible record of progress
Being able to track progress through onboarding and whilst using the service develops a sense of achievement, whilst empowering users.
Be reliable and consistent / Give control
Encourage self-care
Provide information on mental health self-care including ways to support general wellbeing. Be clear about how to reach out if needs escalate.
Adapt to changing needs / Give control
Create a safe space
Ease of access
Mental health resources should have multiple points of access, not just when a service user reaches crisis point. Both the availability of resources and reducing stigma for accessing those resources are required.
Adapt to changing needs /
Create a safe space
Tell people how you will use their information
Reassure users by making it clear how the information that they provide will be used. Explain confidentiality up front and reiterate this throughout the service.
Create a safe space
Provide routes to anonymity
Be clear what you can and cannot provide when striving for confidentiality. Provide users with options about how visible they are across their journey and allow them to choose who they provide information to.
Create a safe space
Provide an escape
Provide users with a way to quickly exit or hide visible information when using the product or service.
Create a safe space