Customer Journey Maps for
Home Dialysis Therapy
Home Dialysis Therapy
I collaborated with my team at Mozarc to successfully deliver a robust journey-mapping tool. By integrating a research-first methodology and leveraging existing data, our team at Mozarc developed detailed maps that illuminate the experiences of home dialysis users and the healthcare professionals who support them. The design of these maps emphasizes accessibility and continuous improvement, ensuring they remain a living document that evolves with new insights. This project has provided the organization with a critical resource for understanding the user experience, which will be instrumental in driving future product and service enhancements.
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
Our collaboration at Mozarc yielded a set of comprehensive journey maps for home dialysis users. These maps, built on existing interviews and stakeholder feedback, provide a detailed look into the current experiences of patients, nurses, and doctors. By taking a research-first approach, we've created a foundational tool that's not only accessible but also designed for ongoing collaboration and evolution. This allows the organization to easily view the user experience, identify pain points, and incorporate new research as it becomes available. The final output is a dynamic asset that guides our understanding of the home dialysis journey and supports future improvements.