Problem: understanding the patient experience of someone with COVID-19
At the beginning of the COVID-19 outbreak, the Aveus sensed that people who came down with COVID, HCPs, and the health care system would have many challenges. To start to address the issues of the experience for patients with COVID, Aveus researched and strategized how to map the patient journey and identify the key areas that could be improved.
Solution: create a journey map of a COVID-19 patient
Smart Hive created an experience map that visualized their research and issues across the journey. The map included a persona of a typical COVID-19 patient (in early 2020), the key issues faced by people with COVID, and a “thermometer” bar chart that contrasted the patients’ experience with an ideal one.
COVID-19 Patient is affected by
- Physical Health
- Emotional Wellbeing
- Financial Wellbeing
- Time Elapsed
- Sense of Control
Mapping these areas throughout the 5 phases of a patient’s journey help health care practitioners and providers find opportunities to improve the treatment of patients with COVID.