This webinar offers a quick introduction to a key tool for gap analysis: customer journey mapping. A journey map is a tool that puts those of us who work in healthcare into the customer’s, member’s, or patient’s shoes — and then keeps us there throughout the story of an experience and associated resource touchpoints. By telling the story of an individual’s journey, a journey map allows us to assess the current state of our offerings and the gaps in those offerings — and then lets us begin to imagine a future state designed to improve population health outcomes in a systematic way.

The webinar provides a “how-to” for journey mapping in health care organizations, case studies, and guidelines as to how and when journey mapping can make a difference. “