Page 71 - Experience Based Co-design - a toolkit for Australia

Between three and five phases is usually practical from a patient perspective but use as many as you need.
Write down the phases on a large sheet of butcher paper. This is known as a journey sheet.
2. Ask participants to describe their overall experience of each phase in more detail
You may start this by using a scale from one to ten to rate how high or low participants felt during this phase. Note this against each phase on the sheet.
Then prompt for the feelings and emotions experienced during their highs and lows, noting these on the sheet. You can prepare a set of 12 – 24 words covering a range of positive and negative feelings and emotions to help them with this. Work through the whole journey this way.
You can use the mapping template and improvement opportunities template to help you.
3. Ask participants to highlight any especially good and bad service experiences in each phase
Note the emphasis falls on both (avoid asking for negatives only). Summarise the experience on the journey sheet and record any details about specific service elements on a separate sheet.
Example of patient journey phases:
Symptoms
Tests Diagnosis Treatment Follow-up
4. Ask participants to suggest the values and actions that led to these positive and negative experiences
Adapted with permission from healthcodesign.org.nz