Customer Journey Maps for Home Dialysis Therapy
At Mozarc, I co-developed a research-driven journey-mapping tool to illuminate the experiences of home dialysis users and healthcare providers. By leveraging existing data and a "living document" approach, we created an accessible resource that now drives strategic product enhancements and continuous service improvements.
My Role
• Led UX Strategy and Research
• Stakeholder Interviews
• Whiteboarding Workshop
• Customer Journey Map Design
• Led UX Strategy and Research
• Stakeholder Interviews
• Whiteboarding Workshop
• Customer Journey Map Design
Challenges
The central challenge was synthesizing the highly complex, emotionally charged realities of home dialysis into a cohesive strategic tool. Creating a "living" journey map required more than just data visualization; it demanded a research-first methodology to bridge the gap between clinical requirements and the lived experiences of patients and professionals.
A key hurdle involved mapping not only the current state but also envisioning future-state experiences for each persona. This required a delicate balance between addressing present-day pain points and defining long-term aspirational goals. Ultimately, we had to transform static research into a dynamic, evolving resource capable of guiding innovation in a high-stakes medical environment.
Process & Methods
Step 1: Stakeholder Interviews & Data Synthesis
My research-first approach began with stakeholder interviews with company leadership, alongside a comprehensive review of existing customer feedback. I also conducted targeted research to understand the company's initiatives for therapy delivery services required to support home-based care.
My research-first approach began with stakeholder interviews with company leadership, alongside a comprehensive review of existing customer feedback. I also conducted targeted research to understand the company's initiatives for therapy delivery services required to support home-based care.
Stake Holder Interviews & Existing Research
Service Delivery Mapping informed the Future Experience
Step 2: Virtual Brainstorming Workshops
I led several virtual whiteboarding sessions with marketing partners to synthesize research into preliminary journey maps. This collaborative approach ensured we used all available insights to build a holistic understanding of the healthcare experience.
I led several virtual whiteboarding sessions with marketing partners to synthesize research into preliminary journey maps. This collaborative approach ensured we used all available insights to build a holistic understanding of the healthcare experience.
Virtual Brainstorming Workshop - Figma White Boarding Tools
Current and Future State Journey Maps
Step 3: Mapping Current vs. Future States
Initially, we focused on mapping the "as-is" experience for home dialysis nurses, doctors, and patients. We then identified the need for future-facing journey maps. These were aligned with therapy delivery service goals to create a "North Star" vision for the product ecosystem.
Dialysis Nurse - Customer Experience Journey
Doctor - Customer Experience Journey
Patient - Customer Experience Journey
Results
Our collaboration yielded a set of comprehensive, high-fidelity journey maps. Built on empirical research and stakeholder feedback, these maps provide a detailed look into the workflows and emotional landscapes of patients and clinicians.
Foundational Tool:
Created an accessible, "living" resource designed for ongoing evolution.
Created an accessible, "living" resource designed for ongoing evolution.
Strategic Clarity:
Enabled the organization to easily identify systemic pain points.
Enabled the organization to easily identify systemic pain points.
Dynamic Innovation:
The final output allows teams to incorporate new research as it becomes available, ensuring the tool guides long-term product improvements and service design.
The final output allows teams to incorporate new research as it becomes available, ensuring the tool guides long-term product improvements and service design.