Enhancing mental well-being in community housing
A research report
Domain: CX research & design
Research by: Gal Goldstein, Ido Greenzieg, Yotam Malkiel
Executive Summary
This qualitative research project focused on uncovering the core components of mental well-being among individuals residing in out-of-home supported housing, with the aim of creating optimal rehabilitation programs.
Utilizing a qualitative research with participants from a housing facility, we gathered rich and valuable information about their experiences and needs.
Data analysis led to the identification of key themes such as autonomy, meaningfulness, and human support, which are critical for the clients overall well-being experience.
After the thorough data analysis we formulated strategic recommendations to improve Customer Experience (CX) within complex service systems.
Background
The need for this research came from realizations I had during my work as a rehabilitation counselor: Existing community programs often overlooked client perspectives, resulting in a disempowering customer experience for vulnerable individuals.
I’m deeply honored by the opportunity I had to conduct this research, it was a truly formative experience. It not only gave mental health clients a chance to express themselves in a non-judgmental environment but also allowed me to be part of a team dedicated to shaping better, user-centered rehabilitation strategies.
Research Methodology
Guided by the Recovery and Shared Decision-Making models, we explored what contributes to mental well-being directly from the clients’ viewpoint.
Our research used a qualitative, participatory action research approach, actively involving clients in the study. We gathered rich, nuanced data through semi-structured, in-depth interviews, ensuring a broad range of perspectives from varying genders and diagnoses.
Data was analyzed using triangulation: each researcher independently analyzed interview transcripts, then collaboratively processed the information to identify central themes. Key themes identified include:
- Autonomy
- Meaningfulness
- Human support
- Resilience
- Enjoyment of daily activities
Themes
Affinity Diagram - Themes
Theme A
Autonomy within Boundaries
In community housing, it’s vital to balance clear routines and boundaries with fostering client autonomy. By engaging clients as equals and involving them in shaping their daily lives, we improve their self-worth, personal growth, and overall mental well-being.
“There were activities … different from staying in bed … If you’re in a framework, you have to function in all things … some change happens that I can’t explain. The change happens on its own through movement.”
A.B. (Client)
Theme B
Meaning
A sense of meaning is a fundamental aspect of a positive mental well-being experience. It encompasses two main aspects: being significant to others by contributing to their environment, and personal growth by having a sense of direction and self-development.
“A very big meaning in the lives of people around me … I volunteer there and I feel that I’m important there, that I’m significant… my presence is meaningful to the people around me. It gives me great well-being.”
A.A. (Client)
Theme C
Human support
Human support is critical for the mental well-being of clients. It includes 3 pillars: facility staff, peer group and family. A holistic approach that sees the individual beyond their diagnosis, and social connections that gives a sense of legitimacy in struggles.
“First and foremost, the staff members look at the person as a human being, eye-to-eye, and don’t label them as sick… Instead, they look holistically at all aspects of life, not just through the mental disorder.”
O.B. (Client)
Theme D
Resilience
Clients primarily perceive resilience as the ability to accept difficult situations as they are and to cope with crises or challenging life circumstances. Developing these abilities brings a sense of balance and promotes personal accountability and a sense of self-worth.
“I’m more in acceptance, less in resistance… I try to accept it without thoughts of what I’ll do in the future and to surrender to it … I understand it’s something that comes and goes and won’t take me to extreme places.”
T.C. (Client)
Theme E
Enjoyment of Daily Activities
The ability to find enjoyment in basic daily activities, such as family meals, sports, and art, is a fundamental aspect of clients’ quality of life. This capacity often serves as a significant indicator of improved mental well-being and success in rehabilitation plan.
“quality of life for me was something I couldn’t even imagine: sitting with family on Friday and eating … Small things like sitting with people I love, eating good food, or reading a book are thing that I can find joy with”
E.B. (Client)
Insights & Recommendations
Core discovery A
Mental well-being as a holistic experience
Our research highlights that mental well-being is a dynamic, integrated experience, not just a sum of its parts. This calls for a holistic approach that recognizes the synergy between various well-being components.
Recommendations
Foster a holistic, person-centered staff approach
Implement training that encourages staff to view clients beyond their diagnosis, focusing on their inherent potential. This approach builds trust and strengthens client self-worth and resilience.
Core discovery B
Balance between boundaries & autonomy drive growth
Clear boundaries and consistent routines, combined with active participation in decision-making, significantly improves clients’ sense of meaning and resilience.
Recommendations
Implement a shared decision-making model
Empower clients by designing clear ways for them to participate in defining daily routines and making decisions about their lives.
Promote clear personal goal setting
Integrate tools and processes to help clients define measurable goals across various life domains. Goal setting provides direction, strengthens their sense of meaning, and fuels motivation.
Core discovery C
Supportive connections build resilience and sense of meaning
A strong human support system, including supportive staff members, a group of peers, and positive family relationships, is vital for growing mental resilience and contributes to the individual’s sense of value.
Recommendations
Cultivate a supportive and empowering community environment
Develop community models promoting peer interaction including, group therapy sessions, encouraging community involvement and co-collaborative employment framework.
Integrate family therapy within the framework
Offer family therapy as an integral service, addressing complex relationships. This supports client well-being and provides additional family support (though careful consideration of involvement is a key).
SDM Model Adaptation
Learnings & Next Steps
This project reinforced the critical need for a person-centered approach that views individuals beyond their diagnosis and cultivates an environment of trust and shared decision-making.
I had the privilege of being part of a research team that provided crucial insights within the field of mental health rehabilitation. I learned that the key to designing better CX & UX experiences is through deep listening to clients and collaborative team analysis.
Limitations & future directions
The study’s qualitative nature means findings aren’t broadly generalizable. Additionally, the age group was limited and interviewers were from a high-functioning group. As participants were selected by the facility, there is a concern that their responses might have been influenced.
Moving forward, I recommend larger, more diverse studies across various rehabilitation models, including staff perspectives, to further validate and expand on these insights.
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