Journey Map

Role: UX Researcher, Interviewer, and Visual Designer

The purpose of this research was to understand the day in the life of a person with a chronic medical condition. We interviewed people with different types of conditions such as chronic pain, Scoliosis, Diabetes, Multiple Sclerosis and Crohn’s Disease in person and at their place of residence. Important information was gained from this process that revealed over 40 key insights many quotes and emotions and almost 40 actionable opportunities to drive Healthgrades’ strategy.

In collaboration with:
Stacey Sundown Kien: UXR
Chris Cantrel: UXR

Chronic Patient Interviews

Based on our known user demographics we set out to find candidates that were willing to share their very personal stories with us. Our conversations took place in person, many at their place of residence. Due to the seriousness of the topic many of the interviews were difficult and often times emotionally draining for both parties involved, however being around the participants environment surfaced a great deal of information we could not learn any other way.

Data Synthesis

With the completion of the interviews, notes, artifacts, and videos were analyzed and recorded to bring to the surface the journey of a person battling a chronic condition. Utilizing sticky notes, we organized our notes and the audio from our videos to group them into similar categories for data synthesis; trends and insights became evident.

 

 

Mapping and Insights

Further analysis of the users journey and identifying key insights about a day in the life of a chronic patient and building recommendations to lead design.

 

Defining a Persona based on Facts

After mapping out the journey of a chronic patient, the information learned from multiple individuals about their journey in life with a chronic illness was used to construct the persona of Neeci.