Cost Savings

One important research method we deploy to identify pain points and opportunities to improve service is called Journey mapping. It is one way to study the user experience (UX) and is done at a client site, using observation, interviews with patients and staff and activity analysis. Journey mapping will enable us to understand your Ministry’s patients or associates, their journeys and interactions. The assessment brings to light both positive and negative elements that may be affecting their experience and identifies possible solutions to bring about improvement. The observations are presented as personas representing the core types of users; journey maps mapping out a day-in-life for each persona, and social activity maps demonstrating the interactions between these personas at different points of their day. Each persona faces positive and negative experiences throughout a day (what we refer to highlights and pain points). As part of this research, a set of solutions are proposed that allow us to respond to pain points and highlights unique to a type of user. In other words, similar solutions improving or enhancing unique experiences.

Afternoon

Night

The floor gets cleaned

Feeds Anna

Feeds Anna

Spills juice on the floor

The call center reminds her to order dinner before the service is closed

Night nurses

Both fall asleep

Her doctor comes to see how she and Anna are doing

o take k nap Anna ping

come into the room

Anna is back to the

Anna needs to be changed

Falls asleep

room for her milk

Anna is taken for some tests

Anna needs to be changed

QUIET TIME

AFTERNOON CHECKUPS

WRAPPING UP

F OO D S E R V I C E A N D PAT I E N T D I N I N G C S T S AV I N G S

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