NHS Lothian: Empathy Workshop
& PEP Handbook. Live Project. (2025)
Service Design.
What:
A collaborative project redesigning NHS Lothian’s Psychiatric Emergency Plan (PEP) text based document materials, with a focus on accessible communication and stakeholder empathy.
Why:
To improve understanding and collaboration between stakeholders in psychiatric emergency care by using clear design and empathy-driven tools that support more compassionate, effective practices.
Together, we developed a unified visual language—friendly, colourful, and clear—that brought cohesion across the project’s three key components:
• Hone: transforming a dense document into the PEP handbook
• Flirt: a digital prototype to improve access and usability.
• Bind: a suite of empathy maps and accompanying workshop materials.
Creative Team:
Bind: Lucy Stevenson, Georgie Moffatt, Lucia Bailey-Bain, Annie Kelley
Hone: Columba McCallum, Orla McAuliffe
Flirt: Izzi Smart, Jenna Dawes