Tag Archives: patient experience

An Introduction to Journey Maps

For Mapping Customer, Employee, Patient and Other Journeys

An Introduction to Journey Maps

by Braden Kelley

Journey maps are a key part of visualizing the experience of a defined group of people. Customers may be the most typically selected group, but many other stakeholder groups are equally valid, including employees, patients, students and partners, to name just a few. This is why it is important to keep the term ‘journey maps’ as generic as possible.

They are incredibly useful for aligning project teams — and even the broader organization — around a shared vision of the journey a critical group of people go through from an agreed starting point to a common ending point. Journey maps also help to identify potential areas of improvement in the pursuit of an increasingly exceptional experience.

A journey map breaks down a journey into a handful of phases (typically 5-9), the steps the target group goes through in each phase and the touchpoints that occur at each step in the journey. Journey maps are the prerequisites for the powerful insight generation and analysis that comes next as you dig into the touchpoints and the relevant pain points and experience improvement opportunities within your working group.

Continue reading the rest of this article on HCLTech’s blog

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Augmented Reality and Healthcare

Improving Patient Experiences

Augmented Reality and Healthcare: Improving Patient Experiences

GUEST POST from Art Inteligencia

In recent years, the use of augmented reality (AR) technology has been steadily gaining momentum across various industries. One field where AR has shown significant potential is healthcare, particularly in improving patient experiences. By overlaying digital information onto the physical world, AR has the power to revolutionize the way healthcare providers deliver care and interact with patients.

Case Study 1: Surgical Navigation

One of the most promising applications of AR technology in healthcare is surgical navigation. Traditional surgical procedures often require doctors to rely on 2D images to guide their actions, which can be imprecise and time-consuming. By using AR, surgeons can now visualize 3D representations of a patient’s anatomy in real-time during surgery, allowing for more accurate procedures and shorter recovery times.

For example, the Cleveland Clinic has successfully implemented AR technology in their neurosurgery department to assist with complex brain surgeries. By using AR headsets, surgeons are able to see virtual 3D models of a patient’s brain overlaid onto their field of view, allowing for more precise navigation and minimally invasive procedures. This has led to improved patient outcomes, reduced complications, and shorter hospital stays.

Case Study 2: Pain Management

Another area where AR is making a significant impact in healthcare is in pain management. Chronic pain is a widespread issue that affects millions of people worldwide, often leading to decreased quality of life and reliance on medications. AR technology offers a non-invasive and drug-free alternative for managing pain through distraction therapy.

For instance, Cedars-Sinai Medical Center in Los Angeles has implemented AR technology to help pediatric patients cope with painful procedures such as injections or blood draws. By immersing patients in interactive virtual environments through AR headsets, healthcare providers are able to distract patients from the pain and anxiety associated with medical procedures. This has not only reduced the need for sedation and pain medication but also improved patient satisfaction and compliance with treatments.


Augmented reality technology has the potential to transform the healthcare industry by enhancing patient experiences and outcomes. From surgical navigation to pain management, AR offers innovative solutions to some of the most pressing challenges in healthcare today. As the technology continues to evolve, we can expect to see even more groundbreaking applications that will revolutionize the way we deliver care and improve the lives of patients around the world.

Bottom line: Futurology is not fortune telling. Futurists use a scientific approach to create their deliverables, but a methodology and tools like those in FutureHacking™ can empower anyone to engage in futurology themselves.

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Improving Patient Experience and Outcomes

Design Thinking in Healthcare

Improving Patient Experience and Outcomes: Design Thinking in Healthcare

GUEST POST from Chateau G Pato

Design thinking is a problem-solving approach that prioritizes empathy for users and focuses on creating innovative and effective solutions. While its application has been widely recognized in various industries, healthcare is an area where design thinking can drastically improve patient experience and outcomes. By placing patients at the center of the design process, healthcare providers and designers can craft services and solutions that cater to their unique needs and ultimately transform the way healthcare is delivered.

Case Study 1: The Mayo Clinic

The Mayo Clinic, a renowned healthcare institution in the United States, has embraced design thinking as a way to enhance patient experience. In collaboration with design firm IDEO, the Mayo Clinic’s Center for Innovation developed the “Patient Revolution” project. This initiative aimed to empower patients to be more active participants in their healthcare journey.

One of the notable solutions was the “What Matters to Me” tool, which helped healthcare providers understand patients’ personal values, goals, and priorities. By using simple conversation cards, patients were able to express what really mattered to them, beyond their medical condition. This information allowed doctors to tailor treatments and care plans that encompassed the individual’s holistic well-being. Through this empathetic approach, the Mayo Clinic saw improved patient satisfaction, better communication, and ultimately, enhanced health outcomes.

Case Study 2: Dignity Health

Dignity Health, a healthcare system with hospitals across the United States, recognized the need for more patient-centered experiences in their facilities. With the help of design firm IDEO, they created an innovative solution called “Hellohumankindness.” The focus of this project was to infuse kindness and compassion into every interaction between patients, staff, and visitors.

Dignity Health redesigned the physical spaces within their facilities to promote healing and create a more welcoming environment. Simple but impactful changes, such as placing comfortable seating in hallways and providing artwork and nature views, positively affected the overall patient experience. Moreover, staff members were trained on empathy and communication skills to ensure patients felt heard, understood, and cared for.

Through the implementation of Hellohumankindness, Dignity Health saw a significant increase in patient satisfaction, reduced stress levels, and improved employee morale. Design thinking played a crucial role in transforming the healthcare system’s culture and instilling a more patient-centric approach.


Design thinking has proven to be a valuable tool in revolutionizing the healthcare industry. By prioritizing empathy and crafting solutions that truly address patients’ needs, healthcare providers can improve patient experience and outcomes. The Mayo Clinic’s “Patient Revolution” and Dignity Health’s “Hellohumankindness” are just two examples of how design thinking has transformed healthcare delivery to create more patient-centered and compassionate care.

In an era where patient satisfaction and engagement are key factors in healthcare success, design thinking provides a powerful framework for generating innovative and effective solutions. As more healthcare organizations embrace this approach, the industry can move closer towards a future where patients receive care that not only treats their ailments but also respects their values and enriches their overall well-being.

SPECIAL BONUS: Braden Kelley’s Problem Finding Canvas can be a super useful starting point for doing design thinking or human-centered design.

“The Problem Finding Canvas should help you investigate a handful of areas to explore, choose the one most important to you, extract all of the potential challenges and opportunities and choose one to prioritize.”

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