Healthcare is complex. Quality has improved dramatically in recent decades, with breakthrough procedures and medications saving lives and providing better quality of life. But navigating the health system is more complicated than ever.
Healthcare is also undergoing a retail revolution – with places like Amazon, CVS, Walgreens and others disrupting how patients receive care. The result: Learning from retail, patients are demanding greater ease and transparency in healthcare. And they’re exercising their rights as healthcare consumers to choose the health systems that give them the most ease in navigating their healthcare needs.
How can you, as a health system, help your healthcare consumers gain more ease in navigating their healthcare journey? Step one is to build a journey map to better understand their needs and the pain points they encounter as they move through your healthcare system.
Ready to take the next step?
Here’s your guide to healthcare journey maps:
- What are healthcare journey maps? – Find out what journey maps are and how they can get used within a healthcare system.
- What are healthcare personas? Healthcare journey maps are based on healthcare personas. Here’s your guide to healthcare personas.
- Why build healthcare journey maps? – Discover 10 reasons to build healthcare journey maps, from identifying gaps and building a roadmap to improving ROI.
- How do I build a healthcare journey map? – You’re on board, and ready to go. Learn the 5-step process to build healthcare journey maps.
Still not sure you really need to worry about journey maps?
In our work with healthcare organizations around the country, we’ve discovered that building healthcare journey maps can be an eye-opening experience. Systems get a window into the breaks in their systems, hand-offs that don’t go as intended, and where users ultimately drop off, potentially going to competitors.
Congratulations on taking your first steps to discover more about your healthcare consumers – and to building more ease across the touchpoints in their healthcare journey, and loyalty to your brand.