Connect multiple perspectives
Consider clinical interactions, medical information activity and relevant feedback together. Keep different perspectives and care context visible.
PATIENT JOURNEY MAPPING
The pathway is only
part of the story.
Connect clinical interactions across the care pathway. Understand how information needs, confidence and sentiment evolve from first contact to ongoing care.
Discuss your prioritiesEXPERIENCE, IN CONTEXT
Follow the experience.
Find the friction.
Map clinical steps alongside the clinical interactions that give them meaning. Track understanding, confidence and sentiment through the moments between appointments.
- 01
Initial interactions
Describing experiences. Sharing concerns and making sense of medical information.
Experience and concerns - 02
Understanding care
Discussing referrals and waiting. Understanding who is involved and what happens next.
Understanding the next stage - 03
Making decisions
Considering options. Making sense of the information provided.
Information and expressed confidence - 04
Living with care
Managing everyday routines. Finding support as needs change.
Practical support needs
Illustrative journey; actual pathways and experiences vary.
Make the gaps
visible.
A journey map becomes useful when it connects experience to a decision someone can make.
Locate the moments that matter
Identify confusing handovers, unresolved information needs and changes in expressed confidence. Explore how these signals differ across cohorts and local care settings.
Turn the map into a priority
Choose a focused intervention point, identify the team that can act and agree what a meaningful change would look like.
A PRACTICAL PICTURE
What your teams can work with.
An experience map
A shared view of journey stages, information needs, friction and the evidence behind them.
Intervention opportunities
A prioritised set of moments where clearer information or better support could help.
Measures of understanding
A basis for assessing whether communication and support address the needs identified in the clinical interaction.
FROM INSIGHT TO INTERVENTION
What are your clinical
interactions revealing?
Explore the information gaps, uncertainty and experiences reflected in clinical interactions.
Let’s explore the possibilities