Journey mapping as insight tool: a healthcare case study

Speaker: Kim Goodwin
If you want a team to see the world through users' eyes, there's
nothing quite as powerful as involving them in ethnographic field
studies. However, teams can still struggle with translating their
field experience into product features and design decisions. Journey
maps help teams structure and share field data, identify
opportunities, and determine what kinds of tools and information to
offer and when.
The talk is illustrated with field data and a map of the patient
journey through serious illness, based on recent work with
PatientsLikeMe.com (www.patientslik...) .