Knowledge Hub resource
Patient Experience Journey Mapping Playbook
A practical playbook for redesigning patient access, communication and service handoffs across digital and human channels.
This playbook helps teams map the complete patient journey from discovery and scheduling through preparation, arrival, care, payment and follow-up.
Workshop steps
- Define the patient population and service journey.
- Map channels, handoffs, delays and repeated information.
- Identify accessibility, language and caregiver needs.
- Connect experience measures with operational measures.
- Prioritize changes by impact, effort and equity.
The goal is a coordinated service model rather than a collection of disconnected digital tools.
What you will learn
Map the whole journey; identify friction and exclusion; connect experience to operations; prioritize measurable improvements.
Who this is for
Patient experience, access, operations and digital teams