Audience: Healthcare professionals, researchers, policy makers, and system designers
Client: Mount Royal University: Digital Design (Spring 2016)

Purpose
Experience mapping is a research technique to provide understanding to a user’s journey through a particular system. In this case, identifying a patients’ journey through the Emergency Department – serving as the front door of many healthcare facilities – is a cost-effective way to understand and improve healthcare experiences.

This process diagram outlines a patient’s journey through an emergency room and healthcare environment. The system graphically and textually maps the phases and relationships of appropriate variables. This includes journey stages, steps/touchpoints, knowledge translation, stakeholders involved, and time.

Research
The project involved reading academic articles, analyzing systems design, and ethnographic research with individuals who have entered a Canadian ER. I relayed this information into brainstorming – outlining the stakeholders, steps, connections, and translations involved.

Design
The project involved reading academic articles, analyzing systems design, and ethnographic research with individuals who have entered a Canadian ER. I relayed this information into brainstorming – outlining the stakeholders, steps, connections, and translations involved. Drawing from systems design maps, process diagrams, and journey maps, I drafted layouts to encourage accessible and simple design. To overcome information anxiety, I used icons and colour differentiation over text-heavy chunks to display relationships and process.