Experience Design

Definition: Visualize human reactions and responses to an interaction between a person and product or service; apply this learning to develop a solution. Example: Create an experience map—a sequence of interactions from the patient’s perspective—for online scheduling.

Relates to: Tell Stories. Create Experiences

SKILL DEVELOPMENT RESOURCES

ONLINE RESOURCES

Closing the Gap Between Your Brand Promise and the Reality of the Patient Experience
Mayo Clinic's James Senior: Leveraging Patient Journey Mapping for Better Healthcare Experiences
The Business Benefits of Customer Journal Mapping 

BOOKS

Design for Care: Innovating Healthcare Experiences
Experience Design: A Framework for Integrating Brand, Experience, and Value
The Experience Economy

COURSE, WORKSHOP, OR SEMINAR

The Business Case for Patient Experience

TOOL RESOURCES

Tools to support this skill may include:

Experience Maps: Adaptive Path's Guide to Experience Mapping, 1st Edition
Experience Maps: Mapping Experiences: A Guide to Creating Value through Journeys, Blueprints, and Diagrams, 1st Edition
Geolocation: Location-based health information services: a new paradigm in personalised information delivery
Geolocation: Geolocation Technology is the Perfect Prescription for Personalized Online Initiatives
Geolocation: Realtime Technology and the Healthcare Internet of Things
Kano Model: Leveraging the Kano Model for Optimal Results
Low-fidelity Prototypes: Five Steps to Innovative Solutions for Health Care Improvement
Low-fidelity Prototypes: Rough Prototyping
Low-fidelity Prototypes: The Skeptics Guide to Low-Fidelity Prototypes
Personas: How to Create Marketing Personas
Personas: The Best Way to Understand Your Customers
Touchpoint Analysis: Tool 5a. Service Touchpoints and Hotspots
Touchpoint Analysis: Touchpoint Measurement 101 Part I: Everyone's Talking About It. Why's It So Important?
Touchpoint Analysis: Touchpoint Measurement 101 Part II: Effective Methods for Measuring Touchpoints