Our team set out to better understand what patients truly experience as they move through the hospital system—from their very first interaction to the moment they leave. By mapping every touchpoint, we aimed to capture the highs, lows, and hidden moments that define a patient’s journey.
Through this process, we uncovered critical opportunities where the patient journey could be smoother, clearer, and more supportive. By visualizing the entire experience, we revealed not only where breakdowns occur, but also where trust is built and comfort is found.
Lead UX Research and Discovery
Patient Profiles, Patient Flows, User Research, User Interviews, Stakeholder Interviews
Solution Architects, Business Analyst, Business Process Consultant, User Researcher, Engagement Manager, Internal Leadership, Subject Matter Experts, Client IT Lead,
2.5 months to deliverables
How might we streamline hospital touchpoints to reduce confusion, delays, and frustration for both patients and staff?
Research – Identify patient tasks by surveying patients and combining with past analytics data collected by IT
User Personas – Develop Personas based on these surveys to understand demographics of who frequently engages with systems
Patient Journey – Build an end-to-end patient journey, highlighting all categories of touchpoints.
First we developed User Personas for patients of the health system. These personas would aid us in determining their needs when navigating the digital space for specific tasks. These simple charts informed our hypothesis of how some patients may feel when interacting in that space.
These personas helped us humanize the data, moving beyond statistics to understand the lived experiences of patients navigating the hospital system. Each persona captured critical details such as demographic context, typical interactions with the hospital, frustrations encountered, and opportunities for improved support.
They served as a reference point for the my team, ensuring design decisions and potential solutions remained centered on real patient needs. By grounding our design process in these personas, we could prioritize interventions that would have the greatest impact on patient experience, communication clarity, and overall satisfaction.
Things I learned throughout this process.
