Chat with Charlie

Chat with Charlie is an online mental health support service for students of the University of Essex which you can access between the hours of 6pm – 10pm three evenings a week (Monday, Wednesday, Thursday during June). You are able to register and log-in to access the service where you can chat one to one with a member of their team, book an appointment for another time or join their mental health forum to chat with other students.

CWC needed a safe, secure online live chat system that allowed users to communicate privately with CWC staff for support. The registration process and functionality had to be well considered, due to the sensitivity and nature of the service. Strict security protocols and preparations were required for the project. Short timescales were in place, meaning that the development had to be carried out efficiently and within schedule.

TMH designed, planned and created a responsive, secure online chat portal to meet Chat with Charlie’s project requirements. After extensive research, TMH planned and implemented an advanced solution to enable Essex University students to register and privately communicate with CWC support staff via live chat. Due to the nature of the service, advanced restrictions and customisations were necessary to enable a safe, secure registration process that met the requirements of Chat with Charlie policies. Upon completion, extensive testing was carried out and a complexed registration and user journey developed to ensure the correct protocols were in place to meet requirements.

By developing a secure, simple to use chat system. Students are able to safely and easily use the support service for support. The advanced customisations and infrastructure allows for students and support staff to safely, efficiently experience the system.

Because of the design and user journey planning, the system (while complexed) was easy and simple to use for both audiences (staff and support). This enabled the service to hit the ground running and ensure a smooth start to the launch of the service.

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“In 2016 TMH Media designed and built our new website matched to the need of our organisation and our service users. They have provided excellent support throughout time working together. Most recently they have built a new platform for our online mental health service which has been tailored to the needs of the service. TMH provide an excellent service at very reasonable rates.”

Stephanie Mills

Marketing & Fundraising Manager