Healthcare Journey Mapping
Journey mapping shows how a person experiences a service from first contact through completion and follow-up.
Include
- Goals
- Touchpoints
- Waiting
- Handoffs
- Information needs
- Problems
- Outcomes
Method
- Select one service journey.
- Collect input from users and staff.
- Map the current experience.
- Identify friction.
- Design improvements.
- Pilot and measure.
Related: Digital Health Roadmap.