JOURNEY MAPPING
Overview
My Role
In looking over the patient comments who interact the Getwellnetwork system in hospitals, our UX team discovered there was a need to map out the patient experience to fully understand how the patient is interacting with the Getwellnetwork system. We discovered that not all patients were having a truly pleasant experience at the hospital. For instance, one patient's experience included having the Getwellnetwork system crashing multiple times a day on them. Our goal was to figure a solution to give a patient the best experience possible at the hospital.
As design lead of the project, I collaborated with the UX and content configuration team to gain a complete understand of the patient experience and the Getwellnetwork system. I was also in charge of mapping out and designing the patient experience through the creation of a journey map.
Patient History Trail
My first task was to go in and look at the patient history trail from a few selected comments gathered from surveys. The patient history trail included every interaction and comment the patient experienced with the Getwellnetwork system in the hospital. Based of the interactions , initial categories for the journey map were created including patterns, interactions, interactivity, GWN experience, hospital experience, and opportunities.
Mocks
Mock versions of the journey map were first done with pencil and paper then using Adobe XD. During this phase, the categories and specifications of the journey map were modified to elicit a complete understanding of the patient's journey.
Final Design
Final version of the journey map included seven categories:
• Insights- Deep understandings and findings from the patient history trail
• Opportunities- Things that can be changed with Getwellnetwork system
• Hospital Experience- Experience at the hospital and with the staff
• GWN Experience- Experience with using Getwellnetwork
• Configuration- Prompt order and timing
• Interactions- Patient’s daily interactions with Getwellnetwork
• Utilization- How much the patient was using the system