This project highlights how journey mapping helped a company navigate "growing pains" during a transition to a standardized operating model. The company faced challenges with newly created and redefined roles, leading to confusion among employees about their responsibilities and how they fit into the overall process.

The Challenge:

• Role Confusion: Employees struggled to understand the new roles and their place within the operational flow.

• Disjointed Experience: The caregiver experience was fragmented due to a lack of clarity and alignment across departments.

• Missed Opportunities: Potential gaps in the caregiver journey hindered the delivery of optimal care and support.

The Solution: Journey Mapping

By visually mapping the caregiver's journey, the company gained valuable insights into their experience at each touchpoint. This journey map served as a powerful tool to:

• Clarify Roles and Responsibilities: The map provided a clear picture of how each role contributed to the caregiver's journey, fostering better understanding and collaboration among employees.

• Enhance the Caregiver Experience: By identifying pain points and gaps in the journey, the company could implement targeted improvements to create a smoother, more supportive experience.

• Improve Interdepartmental Alignment: The journey map facilitated a shared understanding of the caregiver's needs across departments, leading to better alignment and collaboration.

• Drive Informed Decision-Making: With a comprehensive view of the caregiver journey, the company could make data-driven decisions to optimize resources and improve service delivery.

• Prioritize High-Touch Service: The map highlighted key moments where personalized support was crucial, enabling the company to allocate resources effectively and deliver exceptional care.

The Results:

Through journey mapping, the company successfully addressed its operational challenges and significantly improved the caregiver experience. By understanding the caregiver's perspective, the company fostered a more supportive and efficient environment, leading to better outcomes for both caregivers and the organization as a whole.