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Designing Customer Journey Map & Service Blueprint for Schedueling Primary Care Appointment
* This page is meant to be a brief description of the project. Please contact me directly if you would like to learn more about how to create a customer journey map and a service blueprint.
Accessing primary care has been an issue for Legacy Health's patients. Patients are experiencing a long wait time to schedule their next primary care visit. It is also challenging for new patients to search for a provider who is accepting new patients.
Understand patients' needs and challenges in searching and selecting a provider and scheduling an appointment
Understand internal stakeholders' pain points in their work related to scheduling primary care appointments
Improve internal stakeholder' work flow and converge siloed working process
Customer journey map: surveyed 200 patients, interviewed 8 patients, and conducted usability testing on Legacy Health's website with 9 users to understand patients' needs and challenges in scheduling a primary care appointment.
Service blueprint: interviewed 18 internal stakeholders (3 Marketing, 4 Information System, 2 schedulers, 6 clinic managers, and 3 providers) and conducted contextual inquiries at 4 clinics to understand internal stakeholders' workflow and pain points at scheduling appointments for patients.
The whole project took about 4 months to complete
We identified 6 opportunities to improve the scheduling process and shared the results with 28 internal stakeholders at a 3-hour workshop session.
Received senior leadership’s buy-in to execute the 6 strategic recommendations. Projected an increase in primary care online scheduling rate by 33% and OBGYN new patient visits by 3%.
Customer journey map
Me presenting research insigts to internal stakeholders
Stakeholders reviewing and discussing the journey map
Stakeholders provided feedback on the service blueprint
Stakeholders reviewing and discussing the service blueprint
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