Healthcare
The Case & Patient Journey
In order to give patients a personal experience, in which they feel safe, confident and understood, this dentist wished to get better insights about the patient journey.
Data Collection & Insights
Interviews with patients were held to collect data about their experience and wellbeing regarding their appointments. Call logs were reviewed to make the picture complete.
Mapping the Journey with Milkymap
Milkymap was used to create the different touchpoints, addressing the various emotions and levels of satisfaction patients were experiencing, using icons, graphs and parameters.
Presentation & Output
With only a few clicks the individual touchpoints were converted into an impressive presentation allowing the identification of improvement points along the journey.
Optimization of the Journey
The ideal patient journey was also designed, which then was used as a clear guideline to make the patient feel more confident, safer and to enhance the overall patient experience.
Evaluation and Review
Due to Milkymap the dentist was able to get a better understanding of the needs of her patients and their emotions, enabling to make the overall experience more convenient.
