Human-Centered Healthcare Evaluation Using Personas and Journey Mapping Techniques

Amanda L. Joseph ()
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Amanda L. Joseph: University of Victoria

A chapter in Handbook of Health Services Evaluation, 2025, pp 471-494 from Springer

Abstract: Abstract This chapter presents a roadmap and a series of applied scenarios in which a persona used in conjunction with five diverse journey mapping techniques can be positioned as effective human-centered tools for health service evaluation. When used together, personas and journey maps can provide unique lenses to empathize with patient experiences and organizational perspectives. Further, they visualize the intersections and pain points of complex health systems and health service navigation, illustrating operational synergies and relationships. A persona is presented and applied to a simplified healthcare scenario, and the Journey Map Evaluation Guide and Decision Support Tool are used to select the appropriate technique for each perspective. The study demonstrates how personas and journey mapping can be valuable knowledge translation tools to effectively evaluate and inform healthcare services.

Keywords: Patient journey map; Persona; Healthcare service evaluation; Service delivery; Human-centered design; Health informatics (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-87869-5_25

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DOI: 10.1007/978-3-031-87869-5_25

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