Patient and family experience in health care includes multiple interactions that patients and families encounter across the health system. It reflects aspects of health care delivery valued by patients and families, including timeliness of visits, access to appointments, good communication with providers, and seamless coordination of care. 1 Patient and family experience is a key aspect of patient-and family-centered care, one of the aims of health care quality. 2 Positive patient and family experiences have been associated with improved adherence, health outcomes, patient safety practices, and lower health care utilization. 3,4 While surveys are the most commonly used modality to measure patient and family experience in the ambulatory setting, there are multiple ways to obtain feedback. Patient and family advisory councils, narrative comments, phone calls, focus groups, interviews, and social media all serve as ways to elicit feedback. 5 At Johns Hopkins Medicine, journey mapping has also been used as a tool to engage and improve the patient and family experience across settings and populations. WHAT IS JOURNEY MAPPING?Journey mapping is a novel approach that has been applied in health care to incorporate and improve the patient and family experience. This systems thinking tool is rooted in human-centered design, a