Page 72 - Experience Based Co-design - a toolkit for Australia

Emphasise the need to learn from both good and bad experiences. Summarise these on the journey sheet under appropriate phases with any details on a separate sheet. Then summarise ‘do’s and don’ts’ to guide any improvements, detailing these on a separate sheet as well.
5. Ask for improvement ideas and suggestions
Note this includes applying values and actions from the good experiences as well as developing new ways of providing services and meeting desired experiences. Again, these can be summarised on the journey sheet and detailed on separate sheets.
6. Reflection
Congratulate the patient(s) on the ‘map’ of their journey through the service and on the insights and opportunities it affords. Ask them to reflect on anything they see in the map or that occurs to them as a result of creating it. Add any observations of your own, asking for their comments on these as well.
7. Develop the patient journey map
Take photos of the maps and develop a master version integrating all the different versions you have. If patients want to keep their maps, make sure you have an accurate record (for example, take additional photos).
Start your master with an inclusive draft (this will be messy and complex) and then simplify it until key improvements are clearly contextualised in the journey phases and related experiences of patients. If you can, carry out this step with patients.
Finally, identify your organisation’s service parameters (the phases in the journey it has a responsibility for) within the patient journey, perhaps highlighting any critical improvements here in particular. Make sure you understand these phases clearly. For example, if your service covers only some of the phases described by patients, you may create a separate and more specific diagram to detail patient experiences within your service.
Note: this final diagram commonly becomes a central reference for improvement teams and future work. It is important to make sure it is accurate, emotionally rich and visually simple.
8. Summarise your specific improvement opportunities
This is useful when working with other tools, such as service touchpoints and hotspots and SWIFT ideas.
ALTERNATIVE OPTION FOR MAPPING EXERCISE (from Point of Care Foundation)
Facilitating the emotional mapping exercise:
Adapted with permission from healthcodesign.org.nz