At a Glance
Key Results
- 10+Major friction points identified and addressed
- 60%Of visit time identified as "waiting" vs. care
- MapCreated a shared "mirror" that changed how execs viewed the patient experience
The Challenge
ChenMed, a value-based care organization, prides itself on delivering deeply personalized care to underserved seniors. But even with strong patient-provider relationships, the company recognized a need to step back and re-evaluate the full patient experience – from first touchpoint to ongoing care.
Leadership asked a critical question: Are we seeing the full picture, or just the parts we’re closest to?
The goal was to illuminate the real, lived journey of patients – across every touchpoint – and uncover moments of friction, confusion, or emotional drop-off that could hinder trust and retention.
The Approach
As Director of Retention and Service Strategy, I was tasked with leading the patient journey mapping effort – reporting directly to the Chief Experience Officer. My job was to make the invisible visible: to uncover where patients were getting stuck, how they were really feeling, and how we could design something more seamless and human.
Patient Voice
Focus groups with patients across key markets to hear their stories and expectations.
Frontline Insights
Staff and care team interviews to gather insights from the front lines.
Data Analysis
Analyzed internal systems, visit timing, call center metrics, and Net Promoter Score verbatims.
The Flywheel
Designed a 'patient experience flywheel' to show how consistency builds loyalty.
My Signature Move
My signature move was not taking anyone’s word for it – not even the providers. By combining patient voice, data, and frontline reality, we created an honest, shared picture of the journey. We didn’t just design a map. We created a mirror.