User research led by Mace & Menter helped the team map user journeys. Working closely with the NHS in Gloucestershire, we delivered a technical strategy and developed the digital signposting service over an 8-month period. We created a web service and an accessible SMS text messaging service for children and young people to use.
Although the SMS service will likely only be used by a small proportion of users, it was a critical element to implement with accessibility in mind. Some users may not have access to a computer or the internet – or even be prevented from accessing them – to get the support they need. Support for text messaging means the service is available to more people. We harnessed a range of GOV.UK Notify’s functionality, not only to send messages to end users, but also handle their replies. You can read more about the development of the SMS service in our blog post deep-dive.
We implemented a new website with a CMS to allow the team to manage content and add new services. We created a system that links to support services based on a series of questions which are easy to understand, and which the user can answer via the web or reply to via text message. We also added useful information about different types of mental health conditions and support available.
We embraced AWS Cloud Services and AWS Managed Services wherever possible, using them for both our hosting, integrations, release, and storage needs. This allowed us to produce a reliable, scalable, and secure service that met our client requirements.