User Journey Map

Insights from the interview From the interviews, we discovered the following points: 1. Practitioners do not have tools to lower down the anxiety levels of the patients. 2. Practitioners and nurses find it difficult to give personal care to every patient. 3. Patients and carers start getting the feeling of hopelessness over some time. 4. Family members need to quit their job for being a full-time carer. 5. The patient goes through trauma for months straight. Pathway These insights helped us design a communication pathway considering the major actors involved in the patient’s journey from diagnosis to recovery. We considered practitioners, therapists, family members (carers) and patients as our major actors. Initially, we designed a simple pathway, as shown in the below image.

Designing a pathway raised a question about what we want to learn further from the research using the engagement tools? Through this tool, we also got our initial HMW which was - HMW enhances the communication during the on-boarding of the patient?

To design a user journey map, we had to understand the complexity of the communication between the various actors involved in the system. Also, mapping down all stakeholders involved was necessary to design the journey map easily.

Pathway

To understand the communication complexity, we decided to redesign our pathway considering additional actors involved in the system. Separating the general practitioner from the rehab centre and categorising the rehab centre based on the various profiles gave us more clarity on the communication front. The pathway helped us understand the various touchpoints involved in the system from the patient’s perspective. This also gave us a clear understanding of how different actors communicate at various stages inside and outside the rehabilitation centre.

Ecosystem Map

The ecosystem map is a synthetic representation capturing all the key roles that influence the user, organization and service environment. The ecosystem map is built by first displaying all the entities and then connecting them based on the type of value they exchange. Through this ecosystem map, we were able to map the stakeholders involved in the ecosystem. The map is designed by keeping the primary user, i.e. the patient, as the focal point and then placing all the actors involved in the rehabilitation process. The map is divided into three categories viz—community, services and institutions. The map helped us to understand the different layers in the process. The dependency of the actors reduces as we move away from our primary user, i.e. the patient. Using this map, it was easier to map our user journey map from the patient’s perspective.

User journey Map After mapping the pathway and the ecosystem map, it was much easier to design the user journey map. Using the ecosystem map, we listed the actors involved in the system on the left side of the column. The pathway gave us a guide-way to design the different stages involved in the different stakeholders’ communication with the patient. We designed a raw journey map initially.

We considered the following stages: • Stage 1: Before go to the rehabilitation centre. • Stage 2: On-boarding at rehabilitation centre - On-boarding. • Stage 3: Treatment in rehabilitation centre - Treatment. • Stage 4: Discharge from rehabilitation centre - Discharge. • Stage 5: Post treatment. Our interviews highlighted the user’s feelings, physical & virtual touch-points, opportunities, and further questions to understand the process in depth. Designing a journey map led us to more questions like: • Is rehab treatment voluntary? • What is the first touchpoint? • What kinds of question patients and cares will ask when they on-boarding at rehab? • How do patients communicate with the doctors when they are most vulnerable? • What are the questions patients and carers will ask before they discharge from rehab? • Does the patient or their family will receive some recommendation for caring or something like that? • How patients and carers contact with rehab currently? • How will the patient files be transferred to the next department or to GP?