Customer Journey Maps for
Home Dialysis Therapy
Home Dialysis Therapy
I collaborated with my team at Mozarc to create comprehensive journey maps for home dialysis users, taking a research-first approach. This project began by mapping the current experience for patients, nurses, and doctors using existing interviews and stakeholder feedback. This north-star vision for the product resulted in journey maps designed to be highly accessible within the organization, facilitating easy viewing, ongoing collaboration, and continuous evolution as new research and insights are gathered.
My Role
• Stake Holder Interviews
• UX Research
• White Boarding Workshop
• Journey Maps Design
• Stake Holder Interviews
• UX Research
• White Boarding Workshop
• Journey Maps Design
Process & Methods
Conducted Stakeholder Interviews & Gathered Existing Research
My research-first approach started with stakeholder interviews with company leaders, as well as a review of existing customer interviews and feedback. Additionally, I conducted research to understand the company's initiative for therapy delivery services needed to support home therapy.
My research-first approach started with stakeholder interviews with company leaders, as well as a review of existing customer interviews and feedback. Additionally, I conducted research to understand the company's initiative for therapy delivery services needed to support home therapy.
Stake Holder and Clinician Interviews
Service Delivery Mapping informed the Future Experience
Virtual Brainstorming Workshop
I lead several virtual white boarding sessions with the marketing partner to synthesize all the existing research into preliminary journey maps. This research-first approach allowed us to use all available insights to build a cohesive understanding of their healthcare experience.
I lead several virtual white boarding sessions with the marketing partner to synthesize all the existing research into preliminary journey maps. This research-first approach allowed us to use all available insights to build a cohesive understanding of their healthcare experience.
Virtual Brainstorming Workshop - Figma White Boarding Tools
Current and Future State Journey Maps
Journey Maps - The Existing & Future Experience
Initially, we focused on mapping the current state for home dialysis nurses, doctors, and patients based on existing interviews and research. We then realized that additional future facing journey maps would be needed. These would be aligned to the therapy delivery services needed to create a north-star vision for the product.
Dialysis Nurse - Customer Experience Journey
Doctor - Customer Experience Journey
Patient - Customer Experience Journey
Results
Working with my team at Mozarc, I led a research-first initiative to create comprehensive journey maps for home dialysis users. We began by mapping the current patient, nurse, and doctor experiences using existing interviews and stakeholder feedback. These journey maps now serve as a north-star vision for the product, designed to be highly accessible for the organization and easily updated with new research and insights.