multi-touch design strategy

Northstar Behavioral Health

challenge

Northstar Behavioral Health is looking for ways in which they can meet people where they are at, getting in touch with people at the very moment when they actually want to get into treatment and continuing to support them throughout their recovery journey.

goals

Client Goals

Improve how they position themselves with potential patients so they can serve them from the moment of assessment through 365 days sober.

Service Goals

Focus on ease-of-entry for and fostering community with potential clients. 


solution

A multi-touchpoint system of digital and analog touchpoints that create an environment for folks to connect with Northstar Behavioral Health.

methods

  • Stakeholder Interview

  • Comparative Audit

  • Guiding Strategy Statement

  • Touchpoint Strategy Map

  • Prototyping

  • Personas

  • Presentation

  • Annotated Prototypes

  • 3D Rendering

tools

  • Google Docs

  • Zoom

  • Otter.ai

  • InVision Freehand

  • Figma

  • SketchUp

  • Photoshop

  • Illustrator

  • InDesign

approach

Stakeholder Interview

The project kicked off with a remote interview with stakeholders at
Northstar Behavioral Health. 

Deep Dive Research

  • Next the team conducted extensive research into:

  • Northstar’s current and future offerings

  • Legislative changes and their impact on Northstar

  • Professional and Self-Assessments

  • Similar recovery centers

  • Recovery apps

  • Wellness apps

  • Promotion & Awareness building in the recovery space

  • Audience engagement strategies

  • Community building strategies

Guiding Strategy Statement

Once we felt we had a solid foundation, we created a guided strategy statement to keep us focused. 

All experience touchpoints for Northstar Behavioral Health will help recovery community members feel safe and supported so that they are able to quickly request and receive help that meets them where they are.

We will do this by focusing on improving accessibility to recovery support resources and fostering a healthy recovery community.

As a result, we hope to see a change in improved assessment access and timeliness and increased engagement in various treatment options, including those offered in the app.

 

Touchpoint Strategy Map

Guided by our research and strategy, we ideated on and created a touchpoint strategy map.

Touchpoint Map.png


Prototypes and Presentation

We created prototypes for each touchpoint. I focused on the non-digital experiential elements.

We capped off the project with a video presentation of our recommendations and an annotated prototype packet with more detail about each touchpoint for the client to review.

Mint : 5.5 : NBH : Multitouchpoint Strategy_10115.png
Mint : 5.5 : NBH : Multitouchpoint Strategy_10111.png
Mint : 5.5 : NBH : Multitouchpoint Strategy_10113.png

recommendations

Mint : 5.5 : NBH : Multitouchpoint Strategy_101.png
 

next steps

Next steps would be to meet with the stakeholders to get their feedback and determine the best path forward.