Walk a Mile in My shoes: Mapping the Patient Journey


Whether you’re sick, healthy, or somewhere in between, navigating the world of healthcare and hospitals can throw anyone for a loop. Patient journey maps are invaluable for healthcare organizations of all kinds.

In this workshop, we’ll work together to build a journey map based on our collective knowledge of the patient experience, the various touch points involved, and the roles they play. We will also look at how the journey map differs according to specific conditions (e.g chronic health issues or point of need).

Outputs for the session will cover the following topics:

  1. Understanding the value of journey maps, and how and when they can be used by various types of healthcare organizations. For example, for design adherence programs, to determine referral processes, and to ensure more patient friendly hospital experiences.
  2. Creating a journey map: research techniques, from guerilla research to strategic research.
  3. Maintaining the steady state – how do you keep your journey maps current? How do you convince other organizations to adopt them?


Meredith DeZutter

Jerilyn MacLaren-Hall

VP, User Experience Practice Lead, Sachs Insights
Bio

A passionate disciple of all things Experience Design, Jerilyn has been working for over a decade with clients such as Prostate Cancer Foundation, Merck, Pfizer, AstraZeneca, Web MD, RiteAid, and many others to design engaging and valuable experiences tailored to the specific needs and goals of each audience.

Although she started out “digital”, Jerilyn now focuses on the human first, the technology second, as she deconstructs cross-channel and multi-touch interactions such as the end-to-end patient experience, the role of collaboration in any interaction, and the emotional connections people develop with the brands and experiences they know and trust.

She approaches all of her work by asking 3 core questions:

  1. Who is her audience?
  2. What are they trying to do?
  3. How can she help them do it?

Using these questions (and their answers) as her guide, Jerilyn is able to ensure that business goals and customer / patient / employee needs are tightly aligned ensuring long-term success and loyalty.

Jerilyn speaks regularly at conferences about her work with patients, doctors, pharmacists, insurance companies, support networks, and other touch points within the patient continuum and the key barriers each faces in improving patient outcomes.

Follow Jerilyn on twitter @jmmaclarenhall
Connect to Jerilyn on LinkedIn

Megan Grocki

Megan Grocki

Experience Design Director, Mad*Pow
Bio

With 15 years of experience in marketing, research and experience design, Megan specializes in helping clients discover the attitudes, intents and behaviors of their users and understand what is truly important to them. By being the ultimate user advocate, she is able to improve the organization and presentation of content and refine the messaging in a way that rings true with the audience(s) and meets business goals. She has recently worked with clients including Bank of America, Aetna, Constant Contact and McKesson to sharpen their understanding of their audiences and design new digital experiences steeped in rigorous research and design thinking.

When she’s not leading vision workshops or rolling up her sleeves for user research endeavors, she masterminds the marketing strategy, evaluates market conditions and directs our digital marketing and social media strategies. Megan guides the marketing direction for all our events and promotional activities while collaborating with sales to support them in generating maximum buzz.

Prior to Mad*Pow, Megan served as marketing manager with Momenta as well as senior product manager and user interface manager at Bottomline Technologies. Megan holds a BA from the University of New Hampshire and is always seeking to continue her education by attending conferences, seminars and reading her weight in UX books.

She is a founding member of the NHUPA. Her speaking gigs have included Refresh Boston, the 2010 IA Summit in Phoenix, the 2010 Usability Professionals' Association International conference in Munich, 2010 UPA Boston and Interaction11 in Boulder. In addition she is currently the Interaction12 Dublin conference program director.

A die-hard Red Sox fan, Megan enjoys traveling the world, splashing in the waves at her favorite local beach and coffee shop-hopping around town with her husband and two young children. And she bakes the best brownies in the world. The end!