School of Health Information Science, University of Victoria, Canada.
Stud Health Technol Inform. 2022 Jun 29;295:171-174. doi: 10.3233/SHTI220689.
The journey map concept evolved out of the service design field and is still relatively new in the healthcare landscape [1]. Journey maps are visualizations that effectively highlight organizational issues and allow stakeholder groups to be depicted by interest or function for a comparative visual analysis [2]. There are five journey map approaches: 1) Mental (Cognitive) Model Map, 2) Customer Journey Map, 3) Experience Map, 4) Service Blueprint Map, 5) Spatial Map. The objective of this article is three-fold: 1) quantify and delineate the journey mapping visualization techniques utilized from the phase 1 scoping review [2], 2) create a Journey Map Evaluation Guide, 3) create a Journey Map Decision Support Tool to facilitate a standardized method for journey map selection. For those less familiar with journey mapping, this framework can serve as a decision-making tool to facilitate the most effective choice among the different journey mapping visualization approaches. The tools presented in this study can provide a mechanism to standardize the assessment, classification and utilization of journey maps in the healthcare sector and industries abound.
旅程图的概念源自服务设计领域，在医疗保健领域仍相对较新[1]。旅程图是一种有效的可视化工具，可以突出组织问题，并允许利益相关者群体按照兴趣或功能进行描绘，以便进行比较性的视觉分析[2]。旅程图有五种方法：1）心理（认知）模型图，2）客户旅程图，3）体验图，4）服务蓝图图，5）空间图。本文的目的有三：1）量化和划定第 1 阶段范围审查[2]中使用的旅程图可视化技术，2）创建旅程图评估指南，3）创建旅程图决策支持工具，以促进旅程图选择的标准化方法。对于那些不太熟悉旅程图的人来说，这个框架可以作为决策工具，在不同的旅程图可视化方法中选择最有效的方法。本研究中提出的工具可以提供一种机制，以便在医疗保健部门和其他行业中对旅程图进行评估、分类和利用的标准化。
