"Just call and make an appointment", they say. "There are no access problems", they say.
How to design for a brain that is mentally un-well? It's notably absent in accessibility conversations and user testing recruiting sheets.
Peopl speak of healthcare problems like they can be solved. To take a truly patient-centered view is to realize that small steps are victories, the patient is the biggest factor in whether or not it "works" and that being drastically patient-centered in our designs and approach is our job.
It's a whole new level of necessary when you realize how people are feeling when they walk up to the giant medical building.
Storyboard illustrated as part of an initiative out of the Loma Linda VA, describing the efforts being taken to streamline and organize online information about related VA service offerings. Funded by the VA Innovators Network.
It requires a PhD (and essentially a diagnosis), both for veterans and non-mental health staff, to know where to go.
What happens when people try to access mental health services at VA