Customer Journey Mapping - AC4D Design Library - Austin Center ...

Customer Journey Maps: An Emphasis on TimeNo DiagnosisNew PatientNormal CareDeviant CasePeopleInvolvedLoved ones, no-one(potentially hidden)Doctor, nurse, lovedones, insurancecompanyDoctor, nurse, lovedonesDoctor, nurse, lovedonesProcessesUsedTechnologyUsedNone, self-careOver-the-countermedicine, internetresearchMRI, blood testOver-the-countermedicine, internetresearchDaily pill regiment,physical therapy,treatment diaryStages are also variable, anddepend on the situation. Useyour research to determine theCalendar, pillsx-axis.Emergency serviceAmbulance, IVMajor DecisionsEncounteredTo visit the doctor,potential costs incurred,better not knowingTo begin treatment, drugbenefits vs. side effectstradeoffTo continue treatment,how to pay, how to treatsymptomsFuture avoidance, costand payment, insurancepremiumsPrimary EmotionsEvokedScared, anxiety,annoyanceScared, anxietyResigned, tediousScared, embarrassed15