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Healthcare Example Journey Map

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More example journey maps: https://blog.morethanmetrics.com/your-step-by-step-guide-customer-journey-maps/

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Healthcare Example Journey Map

  1. 1. Carl CARL’S STORYBOARD Carl PATIENT’S JOURNEY Carl FACTORS Carl ENGAGEMENT Carl FEELINGS Carl DETAILED DESCRIPTION Carl NECESSARY CHANGES Stay at hospital JOURNEY MAP Example: Patient Journey PROJECT 05 January 2019 EXPORT DATE +1 +2 +3 +4 +5 Pre-Treatment Treatment Post-Treatment Carl arrives at the hospital goes to the reception to register goes to the room meets his room mate unpacks his stuff waits for treatment receives treatment wakes up machines make strange noises nurse drops by and tells everything went well gets hungry receives meal tries to sleep but can't Staff Building Machines Food People Mobile devices excited annoyed confused shy annoyed bored (narcotized / no experience) confused insecure happy nervous relieved annoyed Carl is at the hospital for the very first time. He's not sure what to expect. Registration takes long. waiting time, many documents, many signatures and the receptionist does not show much empathy with Carl's situation. Finding the way is difficult. It's not clear what part of the building it is, how to get there and if to go left or right after getting off the elevator. Carl is not used to sharing his sleeping room with others. Very little space in the cupboard. Does not know how to spend the time. Even looking out of the window is boring because there is nothing beautiful to see. It takes Carl a some time to get where he is and what is happening. No people there to help him through the situation, neither stuff, nor family. Carl has no idea what kind of machines it is and what the noises mean. He also observes the display but can not tell what the illustrations mean. The nurse is very friendly and empathic. She takes a lot of time to answer Carl's questions and gives explanations on why the machines are beeping and what the noise tells. Carl does not know if or when he will receive food. He's not sure if he's allowed to leave the room to get some on his own. Carl is pretty satisfied with the type of food. The sun is shining and there are no proper curtains in the room. ▸ give the patient a better briefing ▸ shorten registration time ▸ train staff ▸ better guiding signs starting at the reception ▸ more spacious cupboards ▸ communicate meal times at an earlier point of time ▸ curtains

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