Align and Combine, Customer Journey Mapping and COM-B Analysis to Aid Decision-Making During the Design Process

Elizarova, Olga; Pow, Mad; Kahn, Paul W.

doi:10.21606/drs.20188.208

Cited by 2 publications

(2 citation statements)

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“…Journey maps have been used to visualise a wide range of processes, from the morning routines of individual participants (Scharoun et al, 2019) to complete industrial design processes (Wodehouse et al, 2020), and public services (Lallemand et al) consisting of several participants and/or stakeholders. Similarly, maps for healthcare applications have been formulated for multi-stakeholder clinical services (Elizarova and Kahn, 2018) as well as for a single user's experience (Hussein and Sanders, 2012). Hence, journey maps can be tailored to suit different levels of a complex socio-technical system (Moray, 2000;Flin et al, 2009).…”

Section: Clinical Pathways Vs User Journeysmentioning

confidence: 99%

“…Heiss and Kokshagina (2021) analysed the cultural, social, political, and systemic pain points or barriers in the journeys of patients in complex healthcare systems. In Elizarova and (2018), the touchpoints such as phone and mail where a user came into contact with an insurer for a diabetic dental care program were recorded. For data collection, studies on simpler processes have utilised interviews and self-mapping exercises, in which participants themselves lay out their emotions, activities and other measures on the map.…”

Section: Clinical Pathways Vs User Journeysmentioning

confidence: 99%

See 1 more Smart Citation

Mapping the Journeys of Atrial Fibrillation Patients and Citizens Using Wearable Devices for Remote Cardiac Monitoring

Suresh Kumar,

Andreakou,

Tzachsan

et al. 2023

Proc. Des. Soc.

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Atrial Fibrillation (AF) is one of the most prevalent cardiac diseases in the world. How might we design patient journeys improving quality of life using wearable cardiac devices for continuous out of hospital monitoring and support? Most of the studies to date have emphasised the technical aspects of implementing such devices with less focus on human factors. As such, remote cardiac monitoring appears to be burdened by poor patient adherence. This research study proposed a journey map based on Roger's technology adoption model to understand the challenges faced by AF patients and non/asymptomatic patients in using wearable devices to monitor their health. Data from semi-structured interviews conducted in Denmark with 12 participants aged 24 to 65 years was used. Interview results show that citizens prefer tracking heart activity only in conjunction with other measures such as steps or sleep and do not feel motivated to track their heart activity on a daily basis. Patients view wearables as a valuable tool to check if their health is all right, although apprehension that devices can cause unnecessary worry can lead to their rejection. Finally, recommendations for the design of patient journeys when using wearables were made.

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