Before imagining the first screen or even a button of the new MyCUF app, we deeply immersed ourselves into the patient’s experience. Not an easy task, considering that it can be a very emotional and many times physically painful experience, not only for the patients but also to their closed ones. To help the case, due to COVID-19 lockdown we approached this project in a fully remote way.
After conducting several in-depth interviews with a quite diverse group of patients and analysing the homework in the form of context mapping exercises, some patterns started to emerge. We analysed all insights in order to build a current customer journey of the patients visit to a (private) hospital, the journey which extends beyond the appointment itself.