Customer Journey Mapping
Project Date: 2015
The Healthgrades customer journey maps were part of the design-lead initiative to truly gain empathy and understanding of our users across the entire organization. I lead a team of designers as we conducted in-person interviews, contextuial observations and data synthesis to uncover insights, brainstorm opporunities and create these visualizations of our learnings. The journey maps were shared with product, engineering and executive teams during ideation workshops as we transformed the insights gained into actionable strategies, features and roadmaps.
