This document discusses designing better solutions for chronic health experiences through a holistic understanding. It presents an experience map that blends aspects of traditional journey maps and ecosystem diagrams. The map depicts the journey of an individual seeking and maintaining health over their lifetime. It shows how their experience is influenced by their social environment, physical environment, self, and interactions with physical and digital objects in the health ecosystem. The map is intended to support ideating interventions and solutions, build internal alignment, and guide product teams to create consistent experiences across channels for chronic health seekers. It provides an example of how to use the map by focusing on a key health event, identifying influencing factors, and brainstorming related solutions.

1. CREATING BETTER SOLUTIONS WITH A
HOLISTIC UNDERSTANDING OF THE
CHRONIC HEALTH EXPERIENCE
Jen Briselli
SVP of Experience Strategy &
Service Design
Priyama Barua
Experience Strategy Director
Tiffany Mura
VP of Client Experience &
Strategy, Health

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3. We leverage strategic design and the psychology of motivation
to create innovativeexperiences and compelling digital solutions
that are good for people
and good for business.

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DESIGNING THE FUTURE NOW
EXPERIENCE
INNOVATION
BEHAVIOR
CHANGE DESIGN
Strategicvisiongroundedin
actionableresearch insight
Leveraging psychology to shift
behaviorsinto new patterns
DIGITAL
SOLUTIONS
Continuousdelivery on digital
customer expectation

5. Designing the Future of Health

6. Experience Strategy Work in Health
Improve People’s Experience
Obtain actionable insightsvia qualitative
research and experiencemappingto
identify& plan improvements.
Health Behavior Change
Design conditionmanagement
and health engagement
interventions.
Envision a Future
Collaboratively envisionideal,
differentiatingexperiences
alignedto business goals

7. Journey Maps
Journeymaps typicallyillustrate a specificexperiencescenario unfoldingover a set time periodor
specificuse case, for a target persona or audience segment. They can includeinformationabout the
qualityof an experienceand the backstage processes that support it,but are often limitedin format to a
linearA-to-B experiencewith definedbeginningand end

8. Ecosystem Maps
Traditional ecosystem diagrams illustrate the fullbreadth of componentsin a given
environment,but they typicallydo not show howthese componentsinfluencean experienceor
indicate howthat experienceunfoldsover time.

9. The Chronic Health
Experience Map
This map blends aspects of a traditional experiencejourneymap with an ecosystem
diagram. It is designedto support the ideationof interventions and solutions, build
internal alignment,as wellas guideproductteams in creating a consistent experience
across products, channels,and services.

10. This map represents the journeyof an
individualwith a chroniccondition,seeking&
maintaining health.

15. Health Seeker
A health seeker is someonewho wants to behealthy, andmay be aware of their own
motivation to improve their health.Health seeking is the natural pursuit of personalwell-being,
which may be defineddifferentlyfor each individual.

16. Health Seeker
“What if someoneisn’t a health seeker?”
A health seekingjourneyexists over a lifetime, and one’s encounters, experiences,and pursuit
of well-beingmightchange over time. This experiencemap depicts acontinualprocess of
health seekingbehaviors over a lifetime,with nofinalstate of achieving “health.”

17. The Journey

18. Social
EnvironmentalPhysical & Digital
People, organizations, or other
types of social network
available to the health seeker
Self
Physical environment in
which someone lives, works
or seeks health
Experience
EcosystemObjects or interfaces that a
health seeker may come in
contact with or rely on
Psychological and physical
influencers, as well as actions
being taken by health seeker
The Ecosystem

19. Instructions
1. Startwitha singlehealthevent that you wantto focuson. This willbe your “key moment”.
2. Brainstorma “How Might We..” statementthat couldhelp supportpeople in that key moment.
3. Identify other events thatmay influence or impactthatevent.
4. Identify entities withinthe healthecosystem thatinfluence or impactthatevent
5. Brainstormsolutions relatedto that key moment that considerother healthevents and ecosystem entities identified.
6. Once done, move onto other healthevents as relevant toyour project.

20. Example:
HMW make healthdata more easily
accessible?

21. Using the Map

22. https://bit.ly/3gta94n.

23. Questions?