Human Centered Design Strategist & Researcher
K. Woodson
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Blueprints & Journey Maps
Project Type
Customer Blueprinting and Process Mapping
Role
Service design analyst
Purpose
To understand why Harvard University Health Service's newly implemented patient flow is not increasing patient intake.
Outcome
Pin pointing the problem that patients are moved too many times in the new intake system leading to wasted healthcare provider resources and a worse patient experience.
A NOTE ABOUT MAPPING ACTIVITIES
Blueprints, journey maps, and process maps play a crucial role in the human-centered design process. Whether high fidelity or low fidelity, their main purpose is to leave a lasting impact on the team they are designed for, motivating them to create exceptional customer-focused products. Mapping actives should always serve a clear purpose, strategy, and outcome—not just be created for their own sake.
ABOUT THE PROJECT
Here's an example of the process and customer blueprints I developed after assessing Harvard University Health Service's patient experience and internal operations. This mapping offered a deeper insight into the origins of process issues. Initially, the team designed the new process primarily from a business perspective, with limited awareness of the patient experience. However, upon reviewing the experience through customer blueprints, it became evident that the new system, aside from being somewhat time-consuming, subjected customers to frequent transitions between different areas.
