Journey Map

A Journey Map shows an user’s experience over time. The experience is made up out of different components such as the actions of the user, the actions of the stakeholders, their emotions, the location & spaces, the sounds and smells etc. Through a journey map, the underlying process will also become clear although the goal is not to map a process; it’s goals is to show the human side of the process; the experience of people involved.

For the Singapore National Eye Center we visualized the complex patient journey over time, for patients as well as care professionals. Once we understood the experience and started visualizing, we realized that the patient and care staff experiences were quite opposite to each other. Because we started visualizing our findings, insights emerged and gaps and opportunity areas became clear.

SNEC Journey Map Version 2

Before we delved into field research, we conducted a kick-off workshop in which we established version 0 of the patient experience journey of Diabetic Retinopathy Subsidized (DRS) patients. We then invited the Singapore National Eye Center (SNEC) inovation team to role-play the service journey at the clinic to validate and learn more about the actual spaces and service. This lead to version 1 of the patient experience journey. With this journey in mind, we started preparing and setting up for the actual fieldwork.
Here you see version 2, the first map after fieldwork.

SNEC Final Journey Map

Over the course of the research and synthesis phase, we’ve developed 4 more versions of patient experience journeys. The final version is designed to emphasize one of our main findings; the pace of the service is experienced very different for staff versus patients.