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Journey Map Series I’ve decided to create these Sketch

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Jane is a patient at the Atlanta Piedmont Hospital who usually visits

JANE DOE’S once or twice a week for her medical condition related to her lungs.
JOURNEY MAP JOHN DOE
Journey Map The Atlanta Piedmont Hospital uses a Patient App which is designed to
help her throughout her clinic journey but so far, she’s had a lot of
frustrations using this application.
STAGES

Before the conference During the conference After the conference TOUCHPOINTS

Frustrated by the
Annoyed by the phone call same steps and the
same
Find detailed information about the conference Meet and chat with Continue to meet new Send emails or questionnaires
(usually through the website) co-workers, friends and other people nearby social/professional network Hopeful that the
Stressed out about
Hopeful about the doctor could help
old connections connection invite Decide to stay
Worried even more
examination result answering the
Anxious or worried about the condition same questions Happy about going
Look for friends or coworkers who hopeful about
again Hopeful about the home now
about the condition

FEELINGS
good prognosis or
are attending the same improvements
Feel worse about treatment plan
Annoyed by more
conference being reminded of questionnaires
the condition
Frustrated about
A little anxious as Annoyed by
telling the exact Really annoyed by
time takes long additional push
same information to all the additional notifications
the MD examinations /
MOTIVATIONS

tests
ACTIONS/

Look up people who are coming to the conference Meet new people during Take a look at Organize the information of Reunite with others
(i.e keynote speakers, lecturers, organizers) early networking hours conference Twitter the people met at the who have similar interests
before the conference feed for exciting conference
officially begins posts
PRE-VISIT CHECK-IN PRE-MD ENCOUNTE R MD ENCOUNTE R POST ENCOUNTE R BETWEEN VISIT S

Lack of information about each person Repetitive introduction to every new people Too many business cards to organize (hardly
attending the conference (only speaker info met is tiresome and unproductive remember the faces & conversations one had Why to I have to go to Why do I have to go to Will I have to repeat this I don’t remember too I hope these tests can I don’t remember the
PROBLEMS

present) with the other person) this appointment ? fill this out? to the MD? many specific scenarios help improve my specifics of when/how I
Tough to find friends, co-workers or other Trying to remember other people’s names about my symptoms. condition. was feeling about my
I hope there is nothing I don’t remember how I Why do I have to do I hope these medications symptoms.
social/professional network attending the and the companies that they work for gets
THOUGHTS

Tough to remember the full names so that Why am I answering the work.
wrong with me . was feeling earlier. these tests or
same conference harder and harder one can add them on social/professional examination? same questions over This questionnaire is
network I should remember to Does anyone actually I hope I didn’t forget to and over again? I want to go home now. tedious at times.
Booking a time to meet with people one wish It’s hard to leave in the middle of the The other person cannot remember one and tell my doctor about this look at these forms or tell them anything.
problem I had for weeks . guidelines? I hope my exam shows I don’t like wearing these
to network with is tough conversation to find others who are more it’s even harder to help them remind of who good results. devices all the time.
interesting one is

Integrate appointment Integrate The biggest win is to Same as previous state. Use the Patient App to Make sure patient-doctor
Collect and provide basic information about Ability to find people of interest would help Quick and easy storage of information for communication into the pre-appointment identify which patients Use the Patient App to assess patients at home communication is
OPPORTUNITIES

everyone that is attending the conference so people to have a more efficient networking each of the people met at the conference Patient App. questionnaries and are healthy enough to give doctors as much to reduce the volume of seamless.
S

review of symptoms into stay home or not. information as possible patients at the clinic.
that they can try to talk to others online hour which will help both parties to remember who There might be no need the Patient App. so that they can ask Minimize the distractions
OPPORTUNITIE

beforehand Having a more structured meeting session the other person was for a phone call at a.. This can be done before Aside from reducing the patients less questions Handle previsit the app causes to
would help in introverts to have more The Patient App can the patient enters the patient volume, and get straight to tests, paperwork before patients’ daily lives.
Notify or let one know of people that they are send push notifications, medication
chances to meet new people clinic which reduces visit appointment times can patients show up to the
already connected with in various More optimal way to add other people on reminders, or have more time and helps the also be reduced by reconcilations and more. clinic. Keep questionnaries as
social/professional network if attending the social/professional network (perhaps filtering kind of appointment patient more accurately syncing the Patient App Sync Patient Ap data short as possible while
same conference in near future out the people who were present at the calender. answer the questions as data with Epic so that with clinic database. collecting all the
conference) they experience they have less questions necessary information
symptoms. for patients. for the doctors.

Jane Doe's
Journey Map John Doe Grocery Shopping Journey Map
STEPS

RECIPE NOTE-TAKING DRIVE TO STORE FIND PARKING ENTER STORE FIND ITEMS PAY AND EXIT
Problem
Certain points are not
Problem child-friendly (dangerous)
Problem
Battery is not included
Excessive packaging Problem in the packaging
“Okay let’s do this!
makes it hard to unwrap Problem Problem
Instruction is not easy to
I’m ready to get HAPPY follow smoothly Location of the off button
3D illustrations have too
“The traffic is great! everything without “Hmm.. I can’t seem is not obvious or ideal
little detail on the shape
It’s only taking me 5 “The store staff who forgetting“ to find this item but
“Although writing minutes to get there” just greeted me is there are no one
down the stuff to buy
EMOTIONS & THOUGHTS

“Hmm it’s tough for reallynice. She always around me who can
is tedious, it’s fun!” help“ “It’s really hard to
me to find a parking smiles at me!“
“Hey, I was going to make a decision on
space. It’s packed!" “There’s too much
“I’m excited to cook take that space! He what brand of item I
some delicious meal should purchase…“ line at the cashier.
cut in front of me...“
for myself at home!" Some people are
taking too long...“ Action
Action
Go through each steps Insert battery when done
and check all parts and put away trash
Action Action Action Action Action
Rip out tapes around the See how to assemble the Put together the parts Engage in a fun activity Shut the toy down to
box and take out the parts toy appropriately and constantly check fit with other friends with it prevent from battery loss
SAD

UNPACK READ INTRUCTIONS INSTALLATION PLAY TURN OFF

Discover ingredients that is Take the shortest route Look for store entrance as Look for a shopping cart Compare same items from Look for the shortest line
needed to cook the meals with least amount of time well as certain restrictions different brands (nutrients, for the cashier
needed that are present in some Take out the shopping calories, expiration date
ACTIONS

parking spaces (disabled, etc)

Write down all the recipes
and ingredients that are
necessary for future meals
Find out if the store is open
Remind oneself of the
things to buy and think
about the shortest route
time restriction)
notes and look/think about Put items on the conveyer A-HA! MOMENTS
the shortest route around Ask store staffs for items belt
the store that cannot be found Take out wallet and pay
Try to park as close as
“If I unpack the box as follows in “There is an app that I can “Didn’t know there was a much “Cool features! I love how there “If I don’t touch it or press on the
possible to the store Greeted by the store staffs Look up ratings for items Check the receipt for prices the quick instruction illustrated download which has videos and easier way to assemble the are some hidden triggers for triggers, it automatically shuts
entrance on the side of the box, I can images of the person making it. I bottom section. Maybe I should music and colorful lights.“ down after 5 minutes. How
actually rip out the tapes way think this is a better choice for follow the suggestion box which convenient!”
easily.” me!" is highlighted in the instruction.”

Sometimes take physical Although the store visit Sometimes, it’s annyoing Sometimes, the shopping It’s tough to compare items Sometimes, people who
notes or cut-out recipes happens quite frequently, because there isn’t enough carts are wet, dirty and full well because it depends on have more than 20 items
from magazines but often knowing the store parking and people rush of trash so many things are lined up in the express OPPORTUNITIES
use the mobile apps opening/closing hours and into spaces without waiting lanes
holiday hours by heart is The items written down in Sometimes, the layout of Some lanes have people Redesign the box so that the Provide a QR code or any faster When the parts are fit, it could be Based on feedback received Currently, the toy is reactivated
KEY POINTS

not present the notes are not generally the store is too who bag items but some
Although the note seems Indication of vacant spaces consumers are able to quickly way to download the app a good feedback for the about the pros and cons of with even a slight touch.
perfect, almost always, The time to get to the store are not present which ordered to optimally pick complicated and it takes don’t which takes longer to see how to unpack the box consumers if there is a click certain interactions within Therefore, it’s sometimes
there are items that are varies by time and day makes it hard to locate a up items around the store time to navigate around check out of the store
free space the store
without having to struggle with Think about a way to minize the sound or a strong hold multiple toys, develop another challenging when the parents
forgotten to be purchased
at the store tapes parts that are needed to be set of hidden features that are accidentally kick/touch the toy
Time willing to spend inside Sometimes, the store staffs Going from notes to finding unique when the baby is sleeping
the store could somewhat are too busy, unfriendly or and reading the details of Decrease the strengths of the assembled - maximize the Frequently, there are reviews that
Writing down quantity and
amount of parts that are already because it’ll make loud sounds
weight for items are depend on the how long it are not able to answer the item is taking too much tapes that are fixed around the the consumers didn’t know it Cut down on battery-loss
challenging takes to get to the store questions well time assembled and delivered (active/wake-up state). It’s a
packaging box so that it’s easily comes without the batteries.
good idea to reduce the
detachable Therefore, try to figure out the
sensitivity
cost of including it