After the whole workshop and the Strategy Sprint, we heard feedback from that stakeholder that they had a lot more understanding of the workflow and it made their following discussions and initiatives a lot more fruitful. And so, even though it ended up being important to keep that part of the process, we ended up focusing on how we could streamline the back-and-forth and automate more. There were three main users involved with creating this proposal and a lot of back and forth that was happening between them. But it helped to highlight that there was a lot of back and forth in this process. The decision maker was able to hear that and that’s something that’s a really big takeaway because sometimes the decision makers are a step removed from the nitty-gritty and the day-to-day processes.Īt one point, as we were going through it, they asked if we could get rid of steps 9-13, “are these really important, are they necessary,” and then we got to hear from the actual users why they were actually important and why they are important to keep. Then, as we dug into it, we walked through each step and we had the experts share about each step in the process. That, in itself, was eye-opening, because it really showed just how many processes and steps they are going through to create what we were looking at, which was them creating an insurance proposal, and so that in itself was helpful. This included the decision makers, project owners, people from tech, and the main users of the tool.ĭuring the workshop we walked through this 21-step journey map, but before we did, we showed them this huge 70-step process. Then we consolidated that into a condensed version for the workshop where we met with key stakeholders. During intake and discovery, we held user interviews with the main users of the tool to watch them walk through their current process while we documented that ahead of our workshop for this large journey map. So during a recent UX Strategy Sprint, we were working with a leading insurance company and they were having us evaluate their internal workflow processes and tools. And Deborah, if you could start first, that would be awesome.ĭeborah: Absolutely. What I was curious about is in your experience with an “AHA” moment that happened when you were working with a client on journey mapping. The title of the article we’re covering today is “ How to Make Confident Healthcare Business Decisions with Journey Mapping.” We talk a lot about journey mapping and what I find fascinating about it is it seems like such a simplistic exercise, but diamonds can get generated out of this exercise. Moderator: Hi, welcome to One Question with UpTop Health.
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