Customer Journey Mapping

We lead healthcare organizations through a structured, hands-on process to visualize how patients and providers interact with digital tools and services. Through collaborative workshops and evidence-based research, we map every step of the care journey, from awareness and appointment scheduling to post-visit engagement, to uncover where digital experiences succeed or fall short.

Our team synthesizes data from multiple sources, including analytics, patient feedback, and operational input, to create clear and actionable journey maps that show how your digital ecosystem supports or hinders real-world care experiences. These maps serve as foundational tools for aligning strategy, design, and technology investments across your organization.

How we develop a healthcare customer journey:

• Stakeholder interviews and discovery sessions
  We meet with clinical, operational, and digital teams to understand priorities, pain points, and areas of uncertainty.
• User research and behavioral analysis
  We conduct interviews, surveys, and testing to capture direct insight from patients, caregivers, and providers.
• Current-state journey mapping
  We visualize how users interact with systems, platforms, and services to identify where friction or confusion occurs.
• Gap identification and experience breakdowns
  We highlight where expectations are not being met or where internal processes do not align with user behavior.
• Strategic recommendations
  We provide clear, prioritized opportunities that can inform future product or process improvements.

Together, these steps form a comprehensive understanding of the digital patient journey and create a foundation for continuous experience improvement.

Why Customer Journey Mapping Matters

• Built for healthcare complexity
  We understand the layered nature of care access, from regulatory constraints to multi-system coordination. Our journey maps are grounded in that complexity and reflect the full context of the experience.
• Collaborative and cross-functional
  Journey maps bring teams together around shared insights. This way, they can guide business objectives and drive digital strategy and future design efforts.
• Built to be dynamic
  Journey maps are not static artifacts. As the digital patient experience continues to change, your journey maps should likewise evolve. In this way, journey mapping becomes a forum for discussion, alignment, and focused planning.

Interested in Mapping the Digital Patient Experience?

Reach out to learn how journey mapping can support your digital strategy and help you deliver a more connected, patient-centered experience.