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Patient Journey Map
About the Project
Day to day, the UX team is asked to produce journey maps to accomplish varying goals. This particular project involved the creation of a journey map to show the relationship between multiple audiences and clearly communicate moments of cycling. During the creation of one of this journey map, I was also asked to think about how this deliverable could be used a future template to help the UX team streamline journey map creation.
The Challenge
The many ways to approach a journey map often makes it difficult to know where to start. The varying goals and intended use of the map may impact how to best visually represent this information. This journey and template was approached with the goal of providing clarity and helping streamline internal processes.
The Process
Discover
The first step to creating this journey map was to gain a deep understanding of the current moments and pain points the various audiences this map was initially created for was experiencing. In order to achieve this, interviews were conducted to probe deeper into their current experiences and understand what all parties deal with pre, during, and post their disease diagnosis. A total of 4 patients and 4 healthcare providers were interviewed. While the patient is the prioritized journey, speaking with the other key players of this disease state helped provide holistic insights.
Define
Once the interviews were completed, I then dug into the notes and began to pull out findings. The data from the interviews allowed me to pin point the moments to be mapped, areas we could have the greatest impact, and begin to think about potential opportunities for the brand to help the patients.
Design
Like most projects, creating this journey map was definitely an iterative process. With the additional consideration of using this map in the future as a template, I began to think about the key things this map would need to show and the scalability of the design. I began to think about how to best showcase the emotional component these patients are so clearly experiencing and how to also illustrate the health care providers role. In the end, I knew I needed to create a map that would be able to show multiple journeys in order to highlight the relationship between each key player.
Results
Final Deliverable
The final journey map successfully showcased a total of three journeys: two healthcare providers with the patient in the center. This journey map shows the relation between all journeys, but keeps the patient and their journey at the center of it all. Since there were many moments of waiting and repetition for this particular disease state, there are also many moments of cycling for all involved parties. The team and clients were very happy with the final map and the UX team has adopted this template when needing to show multiple audiences on one journey.
Lessons Learned
A journey map is only as good as the inputs available to generate it. While the interviews were incredibly helpful and really the crux to being able to complete this journey, having more time and resources to conduct additional research would have made the journey even stronger and more useful, especially when thinking about continued use of this journey map template.
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