Page 124 - Experience Based Co-design - a toolkit for Australia

Patient journey mapping Scenarios and personas
Service touchpoints and hotspots
2. Develop a brief formal description of the service
Use the service structure template, to help you.
Simply complete the boxes from left to right, drawing on diagrams and project work to illustrate each section in concrete detail.
3. Use the future improvements template, to develop a more detailed discussion of improvements that could or should be made
Use your knowledge of potential improvements by working column by column across the page template.
4. Add any other information developed during your improvement work
This may include process maps, value chain analysis, reduction analysis, Six Sigma documentation, and so on.
Adapted with permission from healthcodesign.org.nz