User Concept Journeys


User Concept Journey |

Our concept user journeys were key to visualising the negative touch points of the user experience as well as showing the benefits of our final proposal on the journey. Below includes a set of 4 journeys based on 2 patients spoken to during the research phase of the project. Along with brief summaries of their personal journeys, are infographics visualising what information is available and how it is accessed and communicated to the patient. Various stakeholders are also plotted within each journey in order to gain an overview of their value to the patient. Journeys are then compared using a before and after method to visualise the differences following the introduction of our proposal. Please click to enlarge the images.


Trisha is currently on her second round of Chemotherapy for stage 2 Breast Cancer, she is supported by her husband Eddie, who is there at every step in the process. Although Trisha finds some of the information about her illness frightening, she is highly engaged and wants to know as much as she can about her care.

With the new concept proposal, Trisha, continues to stay highly involved with the journey, but the information has now been disseminated across her treatment, peaking at the planning stage. She now goes into her chemotherapy regime well informed and is free to focus on the treatment. She also chooses not to prematurely look at some of the potentially more worrying aspects of her illness until that information is required, removing much of the fear factor.

Hannah has just finished Chemotherapy treatment for Stage 1 Breast Cancer. She is supported mainly by her mother, as her husband finds it difficult to discuss her illness. Hannah finds most of the content that she found online too scary, and does not read it, and seldom engages with NHS content. Her information pack is buried away in a drawer somewhere.

With the new proposal, Hannah, is now a lot more willing to engage in her healthcare. The information is discussed using the toolkit with clear ties to further information that is relevant, given at an appropriate time and designed in such a way that is less intimidating. This also allows Hannah to use the toolkit to discuss the treatment with her husband in a way which is easier for him to handle.


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Daniel McLaren