Patient and member journey mapping to surface personas and touchpoints
Key Takeaway
When a healthcare journey involves many kinds of people, choose the patient as your one primary perspective and build that persona from research. Map caregivers and other stakeholders as secondary journeys only if needed.
A journey map is a visual document that shows what a patient or member experiences with a healthcare organization, step by step and from their point of view. During discovery, a consultant uses journey mapping to find the people involved in that experience (the personas and stakeholders) and the touchpoints along the way. These findings tie the business objectives to the real experience, which sets the team up to design a successful Agentforce Health solution.
What a journey map shows
A journey map captures an experience from the customer's or user's point of view. The map shows:
- The steps they take to reach a goal
- The challenges they face
- The people they interact with, either in one organization or across an ecosystem of organizations
- The touchpoints and channels they use, such as devices and apps
- Their feelings, thoughts and reactions along the way
Journey mapping exposes gaps, rough spots in the flow, and moments of vulnerability or dissatisfaction. Journey mapping also aligns teams such as sales and service around a common language about the customer, so the whole organization can support one vision for the customer.
Journey maps can also cover the experiences an organization provides for its employees and partners.