Journey mapping is an important tool in healthcare design, offering the power to build empathy between building users and those creating spaces for them.
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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.
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