Book chapter
Chapter 20 - Using design thinking and journey mapping to inform person-centered service design
Contemporary Research Methods in Pharmacy and Health Services - Volume 2, pp.285-302
Academic Press
2026
DOI: 10.1016/B978-0-443-44607-8.00020-0
Abstract
This chapter introduces key concepts and tools from design thinking and user-centered methodologies, with a focus on the application of journey mapping in health service design and improvement. Readers will define essential terms, including design thinking, user experience, journey mapping, and patient personas, and understand their relevance in creating more person-centered care. The chapter then explores how journey maps help uncover the needs, emotions, and behaviors of patients, leading to better-aligned health services. A detailed breakdown of the journey mapping process is provided, highlighting the importance of empathy-driven insights in identifying patient “touchpoints,” such as emotional highs, pain points, and moments of connection. Additionally, readers will learn how to construct journey maps step-by-step that reflect real patient personas and experiences. Finally, the chapter outlines how findings from journey mapping can be assessed and applied to improve service design, increase patient experience, and foster more responsive and effective healthcare systems.
Details
- Title: Subtitle
- Chapter 20 - Using design thinking and journey mapping to inform person-centered service design
- Creators
- Logan Thomas Murry - University of IowaMatthew Witry - University of Iowa
- Resource Type
- Book chapter
- Publication Details
- Contemporary Research Methods in Pharmacy and Health Services - Volume 2, pp.285-302
- DOI
- 10.1016/B978-0-443-44607-8.00020-0
- Publisher
- Academic Press; Amsterdam
- Language
- English
- Date published
- 2026
- Academic Unit
- Pharmacy Practice and Science
- Record Identifier
- 9985219317302771
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