Mapping Patient Communications

Example of a modified journey map to visualize the communications sent to a patient based from one of ten different platforms

Timeline 2022

My Contributions

• Project lead

• Interviewed leaders of different functional teams to complete an Inventory of ten different communication platforms

• Synthesis of research findings

• Generated journey maps for individual patient experiences based on communication logs

• Completed and recorded patient simulation where I documented the experience of a prospective patient

Location Remote

Employer profile Mental health start-up providing virtual care nationwide to over 12,000 active patients.

Project Context

Due to a high volume of complaints regarding communications from the practice and the lack of visibility into what content was sent when, I mapped the landscape of patient and prospective patient communications to identify pain points and generate recommendations for improvement.

Insights

• Too many platforms with similar functions, with unused functions, and without clear ownership and management processes. 

• Led to decisions made in silos, missing 360 view, and inefficient use of resources

• Lack of coherent strategy for platform use and decision making leads to inconsistent voice (ex: CTAs, format, branding, etc) and disjointed experience for patients during critical time