Patient Experience Mapping
The patient experience serves as the blueprint for designing patient-centric processes. With this in mind, a research technique called experience mapping can be an effective way to present visual cues to patients discussing their experience because it helps them more easily recall and discuss their expectations, needs, and areas of satisfaction.
This technique develops better insights by eliciting in-depth feedback from patients, physicians, and other stakeholders. In addition, experience mapping research can be cost-effectively conducted using internal or external resources. There are a number of applications for this technique. For example, one of the nation’s top cancer centers has utilized findings from research using experience mapping to guide the strategy for its Web-based patient portal, as well as to develop an institution-wide program for patient education. Other applications include referral process management, outpatient scheduling, and hospital to physician communications.
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