Developing Information Communication Technologies for the Human Services: Mental Health and Employment

Abstract

This chapter introduces a design process for developing useful information communication technologies for the human services. Key to the success of the design process is an in-depth knowledge and understanding of user needs and requirements. The stages involved in the design process are presented in this chapter and include: user and task analysis, persona and scenario development and the establishment of measurable usability goals. A case study illustrates the application of this design process to develop a Web enabled electronic work requirement awareness program (e-WRAP) for people recovering from mental illness seeking employment. The challenge for social workers is to use these new technologies to improve service provision and enhance quality of life without compromising ethical standards of practice; particularly in relation to client confidentiality, privacy and self-determination.