Using an online insight community to develop The Lullaby Trust’s bereavement services
We recruited and facilitated an online insight community for a truly user-led participatory design approach to developing a new service.
The Lullaby Trust’s strategy 2022-2026 includes the objective that “More bereaved families will be supported with specialist bereavement services.”
To deliver this objective, The Lullaby Trust commissioned Fiveways to conduct insight research to better understand the needs of families affected by the sudden and unexpected death of a baby or young child and how best to deliver a bereavement service.
“We were very impressed with the research methods Fiveways used particularly the online insight community. Instead of speculating which services families would like we now have the comprehensive research from families, including those who have not used our services previously, on what they need and potential barriers to access.”
Our research included
A short, online survey for bereaved parents to register their interest in the research – promoted via Lullaby Trust’s networks, partners and social media.
A week long online insight community of 21 bereaved parents who completed social or shared tasks as well as private ‘blog’ type tasks.
A longer online survey to explore the themes raised in the community with the wider group of participants who had registered their interest in the research.
Our research revealed
Participants’ insight clarified the support that was most valued at different stages of people’s personal bereavement journey.
- “Immediately following the death”, information services are felt to be most useful.
- “In the depths of grief” counselling, an email helpline and befriending become more useful.
- Services that encourage communication (support groups, online chat) are felt to be most useful at the “needing to talk” stage.
- At later stages (“beginning to build a life around loss”), social activities are considered most useful.