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Customer Journey Mapping in Healthcare: A Complete Guide

Making effective and meaningful change to your healthcare digital experience demands a deep understanding of your users. If you rely on broad, undefined customer personas and a smattering of quantitative data to inform your user experience design decisions, you’re working off of educated guesses — at best.

Assumptions are fine, and even necessary, provided they’re one step along the way in a more overarching strategy. To understand your users, that strategy is a customer journey map.

In this guide, you’ll learn how to:

  • Prepare to create a journey map.
  • Successfully guide your organization through the journey mapping process.
  • Use your completed journey map to inform your UX design moving forward.

With a completed customer journey map in hand, you’ll be able to better empathize with users and truly understand them. That allows you to identify their pain points and uncover opportunities more effectively. You’ll also be able to track the actual impact of the changes you make, and compare past, current, and future states of your digital product or service.

Follow this process, and create a journey map that will remain relevant and guide your UX design decisions moving forward.

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