Tag Archives: patient journey

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

Image credits: Pixabay

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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.”

Image credit: Pexels

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