Download Examples-for-Preventice-Meeting

Examples for Preventice
Meeting
Steps in the development of a customer journey map
• Describe customer buying journey
• Apply Market Research & Analysis
• Define the moments of engagement
and subsequent journey actions
• Identify communications attributes
• Tell the Story Visually
• Create story board/map of journey
triggers and brand actions
• Build the storyboard with technology
• Define success metrics and analytics
• Create dashboards & monitor success
Great Product
The new GE Optima MR360
is well suited for a wide range
of MR scanning needs – with
the ease of operation to help
make a clinician’s staff more productive. For
streamlining routine scans, the Optima MR360
incorporates an express exam approach to MR.
It includes many intuitive and automated
functions that help increase patient comfort,
operator confidence, image consistency, and
professional satisfaction of MR staff.
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Age 6½
Sofia
{ The Experience }
Journey Mapping the Patient Experience
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Select a specific customer
persona to map
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Behaviors
Oracle . CX Strategy & Design Workshop . DesigningCX.com
GOES TO
INITIAL
DOCTOR
…
RIDES TO
HOSPIT’L
Oracle . CX Strategy & Design Workshop . DesigningCX.com
…
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
ON STAGE
EXPERIENCE
GOES TO
INITIAL
DOCTOR
…
RIDES TO
HOSPIT’L
PEOPLE
THINGS
Oracle . CX Strategy & Design Workshop . DesigningCX.com
…
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI
MACHINE
CRIES &
RESISTS
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
…
RIDES TO
HOSPIT’L
MOM
CAR
Oracle . CX Strategy & Design Workshop . DesigningCX.com
…
CHECKS
IN
CHECKIN
NURSE
DESK &
COMPUT.
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MRI
MACHINE
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
IMAGING
TECH
DOCTOR
ANESTH.
TISSUES
GOES
THROUGH
MRI
NEEDLE &
DRUGS
MRI
MACHINE
ATTITUDES
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
…
RIDES TO
HOSPIT’L
MOM
CAR
Oracle . CX Strategy & Design Workshop . DesigningCX.com
…
CHECKS
IN
CHECKIN
NURSE
DESK &
COMPUT.
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MRI
MACHINE
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
IMAGING
TECH
DOCTOR
ANESTH.
TISSUES
GOES
THROUGH
MRI
NEEDLE &
DRUGS
MRI
MACHINE
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
MOM
CAR
Oracle . CX Strategy & Design Workshop . DesigningCX.com
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
DESK &
COMPUT.
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MRI
MACHINE
MOM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
NO! NO!
PLEASE
NO!
GETS
DRUGGED
IMAGING
TECH
DOCTOR
ANESTH.
TISSUES
GOES
THROUGH
MRI
NEEDLE &
DRUGS
MRI
MACHINE
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
BACK STAGE
SUPPORT
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
MOM
CAR
PEOPLE
THINGS
Oracle . CX Strategy & Design Workshop . DesigningCX.com
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
DESK &
COMPUT.
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MRI
MACHINE
MOM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
NO! NO!
PLEASE
NO!
GETS
DRUGGED
IMAGING
TECH
DOCTOR
ANESTH.
TISSUES
GOES
THROUGH
MRI
NEEDLE &
DRUGS
MRI
MACHINE
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
SEES
DOCTOR
ENTER
GETS
DRUGGED
TISSUES
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
SEES
DOCTOR
ENTER
GETS
DRUGGED
TISSUES
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEPACKET
HOME
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
TISSUES
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
DOUG
NO! NO!
PLEASE
NO!
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEPACKET
HOME
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
WALKS
TO MRI
ROOM
IMAGING
TECH
CHART
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
TISSUES
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
DOUG
NO! NO!
PLEASE
NO!
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEPACKET
HOME
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
DESK &
COMPUT.
CAR
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
WALKS
TO MRI
ROOM
IMPACT
IMAGING
CHECKIN
NURSE
MOM
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
TECH
CHART
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
GETS
DRUGGED
TISSUES
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
DOUG
NO! NO!
PLEASE
NO!
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
WALKS
TO MRI
ROOM
IMPACT
CHECKIN
IMAGING
MOM
NURSE
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
IMAGING
TIME
…
MORE
STAFF
NURSE
MRI
MACHINE
CHART
EVALUATE & PRIORITIZE
MOM
CAN’T
HELP?
DOUG
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
GETS
DRUGGED
COST OF
DRUGS
DOCTOR
ANESTH.
TISSUES
SIDE
EFFECTS
NEEDLE &
DRUGS
PATIENT
SAFETY
TEAM
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
PAGING
SYSTEM
IMAGING
TECH
MRI
MACHINE
IMAGING
TECH
Identify moments
that matterPATIENT
for the customer and the
STAFF organization
RESERV.
DRUG
RECORD
SYSTEM
GOES
THROUGH
MRI
ROOM
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
EXPLORE CUSTOMER NEEDS
SEES
DOCTOR
ENTER
TISSUES
PATIENT
SAFETY
TEAM
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
Gain deeper
understanding of
functional and emotional
needsDRUG
PATIENT
STAFF
RESERV.
RECORD
SYSTEM
GETS
DRUGGED
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
ROOM
IMAGING
RECORD
SYSTEM
WISH I
WAS AT
SCHOOL
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
…
RIDES TO
HOSPIT’L
NEEDS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
I’M
REALLY
NERVOUS
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
EXPLORE CUSTOMER NEEDS
SEES
DOCTOR
ENTER
TISSUES
PATIENT
SAFETY
TEAM
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
Gain deeper
understanding of
functional and emotional
needsDRUG
PATIENT
STAFF
RESERV.
RECORD
SYSTEM
GETS
DRUGGED
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
WISH I
WAS AT
SCHOOL
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
…
RIDES TO
HOSPIT’L
NEEDS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
I’M
REALLY
NERVOUS
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
EXPLORE CUSTOMER NEEDS
SEES
DOCTOR
ENTER
TISSUES
PATIENT
SAFETY
TEAM
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
Gain deeper
understanding of
functional and emotional
needsDRUG
PATIENT
STAFF
RESERV.
RECORD
SYSTEM
GETS
DRUGGED
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
WISH I
WAS AT
SCHOOL
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
…
RIDES TO
HOSPIT’L
NEEDS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
I’M
REALLY
NERVOUS
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
MOM
CAN’T
HELP?
…
DOUG
EXPLORE CUSTOMER NEEDS
SEES
DOCTOR
ENTER
TISSUES
PATIENT
SAFETY
TEAM
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
Gain deeper
understanding of
functional and emotional
needsDRUG
PATIENT
STAFF
RESERV.
RECORD
SYSTEM
GETS
DRUGGED
DOCTOR
ANESTH.
MRI
MACHINE
CHART
NO! NO!
PLEASE
NO!
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
DOUG
MOM
CAN’T
HELP?
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
MOM
CAN’T
HELP?
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
Roles & Processes
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
DOUG
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
MOM
CAN’T
HELP?
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
Roles & Processes
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
DOUG
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
MOM
CAN’T
HELP?
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
Roles & Processes
TECH.
WRITER
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
DOUG
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
PATIENT
RECORD
SYSTEM
…
POSITION
Roles & Processes
TECH.
WRITER
MOM
CAN’T
HELP?
PATIENT
DOUG
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
TAKE
IMAGE
PATIENT
SAFETY
TEAM
STAFF
PAGING
SYSTEM
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
DEVELOP
IMAGE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
HAVE
SCAN
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKS
IN
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
WALKS
TO MRI
ROOM
IMAGING
TECH
FEEL
SAFE
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
Roles & Processes
TECH.
WRITER
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
EVALUATE & FRAME
DOUG
MOM
CAN’T
HELP?
…
NO! NO!
PLEASE
NO!
SEES
DOCTOR
ENTER
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
NEEDLE &
DRUGS
TAKE
DEVELOP
PATIENT
IMAGE
IMAGE
PATIENT
SAFETY
TEAM
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
POSITION
MRI
MACHINE
IMAGING
TECH
Examine RESERV.
existing capabilitiesPATIENT
to determine issues / STAFF
opportunities
DRUG
RECORD
SYSTEM
GETS
DRUGGED
ROOM
IMAGING
RECORD
SYSTEM
EVALUATE & FRAME
Re-examine issue / opportunity based on deep customer understanding
Oracle . CX Strategy & Design Workshop . DesigningCX.com
EVALUATE & FRAME
Re-examine issue / opportunity based on deep customer understanding
Oracle . CX Strategy & Design Workshop . DesigningCX.com
FEEL
SAFE
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
…
DOUG
Oracle . CX Strategy & Design Workshop . DesigningCX.com
RECORD
SYSTEM
SEES
DOCTOR
ENTER
TISSUES
PATIENT
SAFETY
TEAM
PATIENT
STAFF
Innovate to
influence attitudes
and change behaviors
RESERV.
SYSTEM
NO! NO!
PLEASE
NO!
GETS
DRUGGED
PAGING
SYSTEM
GOES
THROUGH
MRI
IMAGING
TECH
DOCTOR
ANESTH.
MRI
MACHINE
CHART
DESIGN NEW EXPERIENCES
MOM
CAN’T
HELP?
NEEDLE &
DRUGS
MRI
MACHINE
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
FEEL
SAFE
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
WILL IT
HURT
ME?!
SEES MRI
MACHINE
CRIES &
RESISTS
MOM
NURSE
DOCTOR
ANESTH.
MRI
MACHINE
TISSUES
CHART
MOM
CAN’T
HELP?
…
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
DOUG
PATIENT
SAFETY
TEAM
PATIENT
STAFF
Innovate to
influence attitudes
and change behaviors
RESERV.
Oracle . CX Strategy & Design Workshop . DesigningCX.com
SEES
DOCTOR
ENTER
GETS
DRUGGED
GOES
THROUGH
MRI
IMAGING
TECH
NEEDLE &
DRUGS
MRI
MACHINE
IDEA:
LET’S GO
CAMPING
DESIGN NEW EXPERIENCES
SYSTEM
NO! NO!
PLEASE
NO!
RECORD
SYSTEM
PAGING
SYSTEM
IMAGING
TECH
DRUG
ROOM
IMAGING
RECORD
SYSTEM
The new GE Optima MR360
is well suited for a wide range
of MR scanning needs – with
the ease of operation to help
make a clinician’s staff more productive. For
streamlining routine scans, the Optima MR360
incorporates an express exam approach to MR.
It includes many intuitive and automated
functions that help increase patient comfort,
operator confidence, image consistency, and
professional satisfaction of MR staff.
Oracle . CX Strategy & Design Workshop . DesigningCX.com
Great Experience
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
DOCTOR
TAKEHOME
PACKET
WISH I
WAS AT
SCHOOL
…
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
DESK &
COMPUT.
CAR
TECH.
WRITER
CHECKS
IN
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
SEES MRI
MACHINE
CRIES&
RESISTS
MOM
NURSE
MRI
MACHINE
CHART
TEST NEW EXPERIENCES
DOUG
PATIENT
New attitudes,
new behaviours….different
result
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
RECORD
SYSTEM
WILL IT
HURT
ME?!
MUM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
NO! NO!
PLEASE
NO!
…
GOES
THROUGH
MRI
IMAGING
TECH
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM
AM I
REALLY
SICK?
GOES TO
INITIAL
DOCTOR
WISH I
WAS AT
SCHOOL
…
DOCTOR
TAKE- IDEA:
HOME CAMP
PACKET BACKPK
RIDES TO
HOSPIT’L
I’M
REALLY
NERVOUS
…
CHECKIN
NURSE
MOM
IDEA:
CAMP
GUIDE
DESK &
CAR
TECH.
WRITER
CHECKS
IN
COMPUT.
HOSPIT’L
BLDG
MGR
SYSTEM
ADMIN.
WALKS
TO MRI
ROOM
IMAGING
TECH
THAT
LOOKS
SCARY!
SEES MRI
MACHINE
CRIES&
RESISTS
MOM
NURSE
MRI
MACHINE
CHART
TEST NEW EXPERIENCES
IDEA:
CAMPING
SITE
DOUG
PATIENT
New attitudes,
new behaviours….different
result
RESERV.
SYSTEM
Oracle . CX Strategy & Design Workshop . DesigningCX.com
RECORD
SYSTEM
WILL IT
HURT
ME?!
MUM
CAN’T
HELP?
…
SEES
DOCTOR
ENTER
NO! NO!
PLEASE
NO!
…
GOES
THROUGH
MRI
IMAGING
TECH
MRI
MACHINE
IMAGING
TECH
IMAGING
RECORD
SYSTEM