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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.​
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Problem:
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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.
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Objective:
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Understand patients' needs and challenges in searching and selecting a provider and scheduling an appointment
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Understand internal stakeholders' pain points in their work related to scheduling primary care appointments
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Improve internal stakeholder' work flow and converge siloed working process

Method:
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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.
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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.
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The whole project took about 4 months to complete
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Results:
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We identified 6 opportunities to improve the scheduling process and shared the results with 28 internal stakeholders at a 3-hour workshop session.
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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

Service blueprint
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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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