Journey Mapping & Experience Strategy

Journey Mapping & Experience Strategy

For Insurance & Healthcare

See the full experience. Align teams. Fix what breaks outcomes.

We help insurance carriers and healthcare organizations understand how experiences truly unfold across channels, systems, and teams. Our Journey Mapping and Experience Strategy services reveal gaps, inefficiencies, and breakdowns across end-to-end workflows, so leaders can align priorities and invest where it matters most.

Best for:
Member and patient journeys, claims, enrollment, care coordination, agent workflows, internal operations.

What Journey Mapping Solves

Disconnected experiences create friction, cost, and confusion.

Journey mapping helps you:

• Expose breakdowns between channels, teams, and systems

• Identify handoff failures that impact outcomes and satisfaction

• Align product, CX, ops, and technology teams

• Prioritize initiatives based on real user and business impact

What We Map

We focus on journeys that matter most in regulated environments.

• End-to-end customer journeys
  Member, patient, agent, provider, and staff experiences

• Cross-channel interactions
  Digital, call center, in-person, and backend touchpoints

• Operational dependencies
  Systems, teams, policies, and constraints that shape the experience

• Moments of friction and risk
  Delays, confusion, rework, abandonment, and compliance exposure

How Our Journey Mapping Works

A collaborative, structured approach designed for enterprise alignment.

1. Discovery & Alignment
   Define objectives, users, scope, and success metrics

2. Journey Mapping Workshops
   Facilitate cross-functional sessions to map real experiences

3. Insight & Opportunity Identification
   Surface root causes, not just symptoms

4. Strategic Prioritization
   Translate insights into clear initiatives and next steps

What You Get

Clear artifacts teams can rally around.

• Visual journey maps (current and future state)

• Identified gaps, risks, and opportunity areas

• Experience principles and strategic recommendations

• A prioritized roadmap tied to business outcomes

Built for Complex, Regulated Organizations

We understand:

• Multi-system environments

• Siloed teams and ownership

• Regulatory and compliance constraints

• High-stakes journeys where failure has real consequences

Our work helps teams move from alignment to action.

Turn Insight Into Direction

Journey mapping creates shared understanding and sharper decisions, so teams stop guessing and start fixing what matters.