Patient Journey Mapping Skill

When to Use

• Designing education, onboarding, or adherence programs for patients/caregivers.
• Aligning cross-functional teams on touchpoints, responsibilities, and data handling.
• Preparing regulatory reviews that require end-to-end journey documentation.

Framework

1. Persona Canvas – demographics, condition, motivators, fears, accessibility needs.
2. Journey Phases – awareness, consideration, onboarding, adherence, advocacy with goals + KPIs.
3. Touchpoint Inventory – channel, owner, content theme, consent requirements, escalation notes.
4. Data & Consent Layer – data collected per touchpoint, retention policy, opt-out mechanism.
5. Monitoring & Feedback – metrics, VOC loops, safety/adverse event reporting flows.

Templates

• Journey map worksheet (phase, touchpoint, message, KPI, compliance notes).
• Consent + data handling checklist per touchpoint.
• Escalation tree for medical, legal, or support interventions.

Tips

• Co-create journeys with clinical + legal reviewers early to reduce rework.
• Include accessibility guidelines (WCAG, language support) in each touchpoint.
• Pair with orchestrate-patient-journey for automated journey blueprints.