Case Study: headspace improves youth mental health services with The Customer Experience Company

Headspace improves youth mental health services in 14 weeks with The Customer Experience Company

Headspace, Australia's National Youth Mental Health Foundation, faced the challenge of understanding the diverse needs of young people to improve the impact and value of its wellbeing services. They engaged The Customer Experience Company to conduct deep qualitative research to uncover the true behaviors and drivers behind young people's mental health journeys.

The Customer Experience Company's solution involved in-depth one-on-one research, which led to the creation of a key "Mental Health Openness" scale and a comprehensive CX Toolkit. This provided headspace with a common language and frameworks to tailor its services and communications. The work equipped headspace to better integrate the voice of young people into its decision-making and design more impactful support, receiving a prestigious Good Design Award in 2023 for its outstanding research and innovation.

Headspace (Australia's National Youth Mental Health Foundation)