Planning Healthcare Interiors Through Journey Mapping
- Jeff Baker
- Curated Content, Legacy
- October 29, 2019
It’s no secret that improving patient experience is on the top of the priority list for most healthcare providers. Journey mapping can be used to gather valuable insight from all user types (patients, visitors, providers, caregivers, staff, etc.), to show how people, space, process, and technology influence journeys to, through, and from a healthcare facility. This article uses a case study to show how emotional journey mapping built rapport and empathy between staff, patients, and families at UPMA and served as a framework for staff/providers to be ambassadors to the voice and needs of patients and their families.