Patient journey method for integrated service design

Abstract

In this article, we focus on the design method of mapping the patient journey in order to support the inclusion of the patient perspective into care service innovations. Increasingly, designers in health use the patient journey approach, however, its method is relatively poorly documented. To ground the activities of the patient journey method, we conducted an in-depth case study of integrated service design with impact on improved patient satisfaction the case of gastrointestinal diagnose service with video endoscopy technology. The results revealed four distinct activities of the patient journey method: (1) Analyse the care service system; (2) Experience the journey yourself, observe and sketch it; (3) Co-design the patient journey: craft the journey toolkit, interview and synthesize; (4) Evaluate the patient journey for integrated service design.

A Patient Journey Map to Improve the Home Isolation Experience of Persons With Mild COVID-19: Design Research for Service Touchpoints of Artificial Intelligence in eHealth

“…Prior research exemplified concise journey maps of visually compelling stories, distilling research into all aspects of personal experience and informing the reflections on the steps and approach laid out in the patient journey method [42]. The design of the patient journey map in this study contributed new knowledge on the home isolation experience of persons with mild COVID-19 symptoms and thereby provided the view of the patient and enabled a deep understanding of their whole experience from the onset of illness to recovery [45].…”

“…Patient journey mapping is a method of design research for developing health care services from a patient perspective [42][43][44][45]. The purpose is to capture insights into a patient's activities, interactions, feelings, and motivations throughout the personal health care journey, and to generate insights into user values and dilemmas that lead to the identification of real and underlying problems that must be solved through the successful application of innovative solutions [42,45]. The final journey map visualizes the commonly shared patient experiences and includes both physical, rational, and functional aspects of the patient experience as well as the emotional, interactional, and feelings aspect of patient experiences [42].…”

“…The purpose is to capture insights into a patient's activities, interactions, feelings, and motivations throughout the personal health care journey, and to generate insights into user values and dilemmas that lead to the identification of real and underlying problems that must be solved through the successful application of innovative solutions [42,45]. The final journey map visualizes the commonly shared patient experiences and includes both physical, rational, and functional aspects of the patient experience as well as the emotional, interactional, and feelings aspect of patient experiences [42]. The design quality of the patient journey map is determined by its properties to visualize the knowledge and insights about the patient's experience and enable sympathy of the viewers by placing them in the perspective of the patient [44].…”

“…To fully understand the experience of these patients during home isolation, both generic and personalized experiences were analyzed based on the similarities and differences between the patients, respectively [42]. The analysis of the indicated stage duration was visually mapped to make the similarities and differences between personal journeys transparent.…”

Matching Development of Point-of-Care Diagnostic Tests to the Local Context: A Case Study of Visceral Leishmaniasis in Kenya and Uganda

“…The term patient journey refers to the experiences and processes that a patient goes through during the course of a disease and its treatment. 20,21 These patient journeys provide a detailed yet simplified overview of the challenges faced by the patients while seeking effective diagnoses and subsequent treatment. Finally, the design-thinking principle ideate was applied to obtain the logical solution for the diagnostic needs defined in the previous step.…”