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Thursday 7 June 2018

Suicide remains the biggest killer of people aged 20 to 34 and men under the age of 50. At cxpartners, we’ve been working with Samaritans on a major programme to design the role of digital in their mission to respond to those in severe crisis. Our work has recently focussed on developing their increasingly busy listening service.

Samaritans listening service responded to more than 5.7 million calls for help by phone, email, SMS, letter and face-to-face last year. That’s one contact every 6 seconds from someone that needed someone to turn to. However patterns of communication are changing. Increasingly, people are turning to real time, text-based chat services such as WhatsApp or Facebook Messenger as their preferred method of communication.

During the talk we’ll explore our service design approach to research and prototyping and how we used the creative application of technology to solve the biggest challenges facing the development of the Samaritans online chat service.