Strategy
Understanding the journey of hospice
To identify the guiding principles that would drive our solution execution our research team was focused on understanding both the inside out and outside in the journey of care providers, patients, families and business leaders within the hospice ecosystem. Concentrating on the lifecycle of delivering care at every stage of the hospice experience, we broke the engagement lifecycle into six distinct journeys and value themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing.
Hospice service journeys
Themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing
Themes: Pre-care, Onboard, Care, Crisis, Passing, Post-passing
Empathy Map / Personas
Themes: Efficiency, Consistency, Clarity, Compassion
Themes: Efficiency, Consistency, Clarity, Compassion