Mental health challenges are on the rise globally, and digital solutions are increasingly recognized as a critical avenue for expanding access to care. However, the effectiveness of digital mental health services hinges on their ability to meet the unique needs of diverse demographic groups. Younger generations, culturally and linguistically diverse populations, and individuals with varying financial stability each face distinct barriers and opportunities when it comes to accessing mental health support. To truly drive engagement and improve outcomes, digital mental health services must be co-designed with these groups at the center.
Recent research highlights that over half of Australians have sought treatment for a mental illness, with certain demographics more affected than others. For example, individuals with precarious finances and those who have experienced major life events are significantly more likely to seek treatment. Younger generations—such as Gen Z and Millennials—are also more likely to reach out for help compared to older groups. However, this does not necessarily mean that older adults are less affected; rather, they may be less willing to seek support, often due to stigma or lack of digital familiarity.
Culturally and linguistically diverse populations face additional challenges, including language barriers and a lack of culturally competent care. In rural and regional communities, limited access to face-to-face services makes digital solutions even more critical. These insights underscore the necessity of designing digital mental health services that are not only accessible but also relevant and welcoming to all users.
Co-design is the process of actively involving end users in the creation of services and solutions. In the context of digital mental health, this means working directly with people from different age groups, cultural backgrounds, and socioeconomic statuses to understand their needs, preferences, and concerns. Co-design ensures that digital services are appropriately targeted and truly drive value for those who need them most.
Barriers to digital mental health care are multifaceted. Stigma remains a significant deterrent, particularly in communities where mental health is not openly discussed. Privacy concerns are also prevalent, especially among those who fear judgment or repercussions from seeking help. For culturally and linguistically diverse users, a lack of language support or cultural understanding can make digital services feel inaccessible or irrelevant.
Financial stability plays a crucial role as well. Those with precarious finances are more likely to seek help, but may also face challenges in accessing reliable internet or devices. Digital solutions must therefore be designed with affordability and accessibility in mind, ensuring that no one is left behind.
When digital mental health services are co-designed and tailored to the needs of specific demographic groups, the impact is profound. Research shows that 72 percent of people with a mental health condition would be more likely to seek help if online consultations were available. This figure rises to 80 percent among Millennials and 72 percent among Gen Z, demonstrating the particular importance of digital channels for younger users.
Comfort with digital support is also high, with 70 percent of Australians expressing comfort with online text or video-based assistance. This comfort is even greater among those who have previously sought mental health support. By offering a range of digital options—from self-guided programs to professional telehealth consultations—services can meet users where they are, increasing both engagement and effectiveness.
The opportunity for government and healthcare leaders is clear: by embracing co-design and prioritizing demographic diversity, digital mental health services can become more inclusive, effective, and widely adopted. This approach not only addresses immediate barriers to access but also builds trust and relevance for the long term.
At Publicis Sapient, we believe that digital transformation in mental health care must be rooted in empathy, collaboration, and evidence-based design. By working hand-in-hand with diverse communities, we can help create digital mental health services that truly make a difference—empowering individuals, strengthening communities, and supporting better mental health outcomes for all.