Customer journeys are user experience artifacts or tools that can be used (along with personas, scenarios, prototypes etc.) to help filter ideas for the design of new services, products or content. For the information seeking journey it helped illustrate, how the patient’s desire for information grows and where they seek – specifically online – information, data and ‘people like me’. By the end of their treatment, it depicts how patients become partners in the decision making process – often becoming more engaged and advocates to other patients or experts in treatment choices and outcomes available. With of course, some becoming resigned and disengaged with their treatment path.
By mapping out this information, specific to two disease areas and their treatment, we were able to identify where there are great voids of information, content and services that are required and desired by patients (HCPs to support their patients) when trying to understand their condition and treatment options