“Create a customer journey map for a clinic appointment with four stages: Book, Prepare, Visit and Follow up. In Book, the patient finds an appointment and confirms insurance, but available times are hard to compare. In Prepare, they complete forms and plan transport and need a reminder of what to bring. In Visit, they check in, wait and see the clinician and worry about waiting without an update. In Follow up, they receive instructions and schedule next care, with an opportunity to send a plain-language summary.”
Die dahinterstehenden Entscheidungen verstehen.
Make availability and preparation requirements clear.
Give patients updates during delays.
Confirm instructions in language patients can act on.
Use for patient-facing services that span scheduling, visits and ongoing care.
Häufige Fragen
Why include emotions in a patient journey?
Emotions such as uncertainty or worry can reveal service problems that an operational timeline misses.
Who should contribute to the map?
Patients, front-desk staff, clinicians and operational teams each provide relevant evidence.
Is this a clinical record?
No. It is a service-design view of a scenario and should not replace clinical documentation.