This webinar offers a quick introduction to a key tool for gap analysis: customer journey mapping. A journey map is a tool that puts those of us who work in healthcare into the customer’s, member’s, or patient’s shoes — and then keeps us there throughout the story of an experience and associated resource touchpoints. By telling the story of an individual’s journey, a journey map allows us to assess the current state of our offerings and the gaps in those offerings — and then lets us begin to imagine a future state designed to improve population health outcomes in a systematic way.

The webinar provides a “how-to” for journey mapping in health care organizations, case studies, and guidelines as to how and when journey mapping can make a difference. “

Seeing the Gaps from Medullan Inc on Vimeo.

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Rebecca Lord is an accomplished UX professional with over a dozen years of experience in the field, specializes in creating simple, elegant, and human-centered digital experiences. As Vice President of User Experience at Medullan, Rebecca works with some of the biggest names in healthcare, such as Illumina, helping them to crack the code on designing digital health solutions that drive adoption and impact. Prior to joining Medullan as a UX manager in 2013, Lord spent seven years at Oracle Endeca as a UX designer in consulting, engineering and marketing. She also spent five years at Forrester research as a web designer. Lord received a BA from Connecticut College in anthropology, studio art and art history.

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