Where Journeys Collide; Designing Beyond a Single Healthcare Experience Map

About this episode

The episode discusses the complexity of overlapping experience maps in healthcare and the importance of understanding their interactions for improving customer experience.

Every healthcare organization operates within a web ofoverlapping experience maps, including clinical, administrative, payer, patient, and policy maps. These maps shape every decision, workflow, and outcome. In healthcare, a customer experience (CX) map traces the steps, systems, and emotions that patients, clinicians, and staff move through as care is delivered and supported. Each map makes sense on its own, but the real complexity begins where they overlap. Most improvement efforts focus on a single map, yet few consider how these maps interact or depend on one another.

People in this episode

Host: Paul Schrimpf

Topics covered

• healthcare experience
• customer experience
• workflow improvement
• experience maps
• patient care
• clinical decision making

Keywords

• healthcare
• customer experience
• experience maps
• workflow
• patient care
• clinical
• administrative
• payer
• policy

Mentioned in this episode

Organizations: healthcare organization, clinical, administrative, payer, patient, policy

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