Healthcare
A Patient's First Visit to a New Clinic
Mapping the experience of a new patient from finding a doctor to their post-visit follow-up.
Analysis & Interpretation
Background
This map details the often-anxious journey of a new patient visiting a clinic. It covers both digital touchpoints (research, forms) and physical ones (the waiting room, the consultation), highlighting how emotions and trust are built across different channels.
Key Strategic Insights
- The Journey Starts Before the Visit: The ‘Awareness’ and ‘Consideration’ stages are dominated by online research (Google Maps, reviews). This shows that the clinic’s digital presence is just as important as its physical one in building trust before a patient even calls.
- Human Interaction is the Core Service: While there are many digital touchpoints, the emotional peak of the journey is the ‘Service’ stage, specifically when the patient ‘Feels listened to and cared for by the doctor’. This highlights that for a healthcare service, technology should support, not replace, the core human interaction.
- Friction in the ‘Purchase’ Stage: The act of ‘booking an appointment’ and ‘filling out paperwork’ is identified as a key hurdle. This is a major opportunity for improvement. A seamless online booking and form-filling process can significantly reduce patient frustration and administrative overhead.
Strategic Summary
This journey map effectively demonstrates the hybrid digital-physical nature of modern healthcare. The clinic’s success depends on creating a seamless and trust-building experience across all touchpoints. The biggest opportunities for improvement are in streamlining the appointment booking process and leveraging digital tools for post-visit follow-up to enhance the core value of the doctor-patient relationship.
The Making of This Canvas
This canvas demonstrates how AI support and visual organization can transform an initial concept into a clear, step-by-step customer journey.
AI Idea Expansion
With the AI Ideation Tool, key stages of the customer experience were drafted — from awareness to retention — forming the basis of the journey.
Organized by Design
Colors distinguished each journey stage, while tags linked touchpoints and emotions to reveal patterns in customer interactions.
AI-Powered Reflection
After review, the AI Analyzer identified post-purchase engagement as a key area to refine for stronger customer loyalty.
Explore and Customize
Open this example in your workspace to modify, experiment, and understand how each element contributes to the bigger picture.