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Human-Centered Healthcare Evaluation Using Personas and Journey Mapping Techniques

In: Handbook of Health Services Evaluation

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  • Amanda L. Joseph

    (University of Victoria
    Majestic Global Consulting Inc.)

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.

Suggested Citation

  • Amanda L. Joseph, 2025. "Human-Centered Healthcare Evaluation Using Personas and Journey Mapping Techniques," Springer Books, in: Axel Kaehne & Julie Feather (ed.), Handbook of Health Services Evaluation, pages 471-494, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-87869-5_25
    DOI: 10.1007/978-3-031-87869-5_25
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