A system too large to see from one place.
IU Health cares for patients across 15 hospitals and more than 150 medical office buildings. It wanted a clearer picture of how patients move through that network, across service lines and locations.
Under new leadership, IU Health set out to make patient feedback a foundation for designing solutions. CXD partnered with its Experience Design team to build a patient journey map as that foundation.
Listen in conversation, and in person.
CXD designed a qualitative research program that included shadowing nurses and patients through their days. The team interviewed more than 500 patients.
More than 90 IU Health team members worked alongside CXD to connect what patients said to how the organization thinks about care.
Make the patterns visible.
Patient stories were broken down and lined up against IU Health’s own model of the patient experience. Distinct patient segments were visualized and explained, so the whole experience could be seen at once.
The research identified the pain points that mattered most to patients, delivered as a visualized data report and journey map.
What IU Health did next.
The journey mapping led IU Health to launch system and regional patient improvement initiatives.
Those initiatives were IU Health’s to design and run.
Source: CXD project record, published 2024.
What this work illustrates
Hundreds of patient voices,one shared picture.
The research gave IU Health a common view of the patient experience, built from what patients said. Then IU Health acted on it.
