So I really wanted to think about how to deliver psychological services better and Holly said she would help me, using her experience as a user researcher and service designer. We talk about:

- What is user centred design?
- Summarising the different parts of the Educational Psychologist's role
- The different ways to think about users of a service
- The different touch points for users of a psychological service
- How we report back about our psychological work
- Using the "highlighter test" to explore the utility of written feedback
- What is the end point of our involvement as psychologists?
- The balance between intuitive work and evidence informed work
- Zooming in vs zooming out, to understand the best way to change something
- Using soft system methodologies to understand the life cycle of a psychology report
- The difference between what people say they do and actually do
- The importance of not jumping to conclusions with hypotheses
- A teaser for future conversations about this, as I get further in my research / thinking.



Takeaways:
- Compile a list of all the stakeholders for psychological services
- Using the "highlighter test" to ask children, families and teachers to comment on the material in reports
- What are different users doing with psychological reports? (e.g. reading the summary, checking the recommendations, putting it in a draw).
- Create a user journey map by interviewing parents, children, teachers and psychologists to understand common tasks
- Diaries can help us to understand the details of people's experiences working with psychologists

Contact me:
@jgetaylor
[email protected]

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