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Informing Built Environments with Patient Journey Mapping


Making sense of an overwhelming amount of patient research by categorizing user data and creating persona artifacts to help internal teams, stakeholders and partners to better understand the gaps and opportunities in the built environment.


To better understand the community, patient, caregiver and staff journeys as they relate to the built environment and care ecosystem. Our team collaborated with the NH team to analyze research artefacts and provide insights through our outside-in perspective on user journeys and service mapping to identify healthcare service level gaps and potential opportunities. We developed and presented a visual understanding of the care ecosystem along with future state possibilities.

The steps and services we provided:

  1. Personas
    Understanding the user, how and why they might do the things they do.
    Outline: the needs, goals, motivations, scenario stories, and contexts of use.
  2. Journey Maps
    Mapping an empathy journey through touchpoints.
    : the emotional relationships with a brand/product/service over time and across channels.
  3. Service Blueprints
    Detailing the layers “behind the scenes” of a user’s Journey Map.
    : gaps and opportunities in how a brand/product/service is delivered.
  4. Future State Storyboards
    Visually communicating the aspirational experience provided by a brand/product/service. Provide: an easy to communicate narrative Convey: aspirations not details.
A snapshot of the service map outlining the journey of patients through a hospital

PIVOT was instrumental in developing tools and blueprints to assist our hospital design and planning team better understand the gaps and opportunities for improving patient, family and staff experience. They successfully assembled complex data and transformed it into clear, attractive evidence and graphics that are being used to propel our project forward. As an extension of the Niagara Health team, PIVOT developed a custom toolkit that will be used throughout the duration of our project. A rewarding and incredibly valuable experience.”

Project Director, Stakeholder Relations