Page 68 - Experience Based Co-design - a toolkit for Australia

Patient Journey Mapping
A patient journey map is a diagram summarising the service experiences patients have over time.
A patient journey map is similar to a process map which is a common tool used in quality improvement. The key difference is that at each of the touchpoint of the journey map the objective is to capture positive and negative experiences and emotions.
“Experience mapping was used to develop a visual depiction of the emotions and touch points related to the various stages within a journey. A focus on emotions promoted greater empathy and understanding.”
(Case Study 5)
This tool developed from Health Design New Zealand and Point of Care Foundation resources describes the approach.
Patient Journey Mapping
The Improvement Foundation undertook a mapping journey of one patient to understand integration concepts. This video whilst does not specifically demonstrate emotional mapping illustrates the power of process mapping particularly from a staff perspective.