Solution
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:
- 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. - Journey Maps
Mapping an empathy journey through touchpoints.
Explore: the emotional relationships with a brand/product/service over time and across channels. - Service Blueprints
Detailing the layers “behind the scenes” of a user’s Journey Map.
Visualize: gaps and opportunities in how a brand/product/service is delivered. - Future State Storyboards
Visually communicating the aspirational experience provided by a brand/product/service. Provide: an easy to communicate narrative Convey: aspirations not details.