Journey map template
Patient journey map template
Map healthcare access from first symptom to follow-up care. The template highlights where anxiety builds, where access breaks down, and where care teams can improve adherence.
Live journey
Patient journey map
Discover
mediumNeeds clarity
Sign up
highForm friction
Activate
criticalFirst value risk
Adopt
mediumHabit loop
AI recommendation
Prioritize activation messaging, reduce setup steps, and assign ownership to the first-value milestone.
Who this template maps
Improve access, reduce anxiety and increase adherence across the patient care experience.
Adult outpatient patient
Concerned Cristina
A patient looking for timely, trustworthy care while managing uncertainty and practical constraints.
Main goal: Get the right care quickly and understand what happens next
The 5 stages in this template
Every stage comes pre-filled with a customer goal, touchpoints, pain points and opportunities. Use them as a starting point, then adapt the wording to your own customers and evidence.
1. Symptom concern
Customer goal: Understand how urgent my situation is
Touchpoints: Search, clinic website, health articles
Pain points
- Conflicting information
- No triage guidance
- Hard to choose specialty
Opportunities
- Plain-language symptom guide
- Care-level selector
- Specialty recommendation flow
2. Appointment booking
Moment of truthCustomer goal: Book the right appointment at a convenient time
Touchpoints: Booking flow, call center, patient portal, SMS
Pain points
- No near-term slots
- Hold times
- Insurance uncertainty
Opportunities
- Waitlist with SMS offers
- Insurance pre-check
- Preparation checklist at booking
3. Pre-visit preparation
Customer goal: Arrive prepared and reduce uncertainty
Touchpoints: Portal forms, SMS reminders, email, maps
Pain points
- Duplicate forms
- Instructions buried
- Location/parking unclear
Opportunities
- Mobile pre-check-in
- One-page visit prep
- Parking and arrival guidance
4. Visit and consultation
Moment of truthCustomer goal: Feel heard and receive clear guidance
Touchpoints: Reception, waiting area, clinician, diagnostic services
Pain points
- Long unexplained wait
- Rushed consultation
- Medical jargon
Opportunities
- Wait-time updates
- Teach-back practice
- Plain-language visit summary
5. Treatment and follow-up
Customer goal: Follow the plan and know when to seek help
Touchpoints: Portal, pharmacy, lab, SMS, care team
Pain points
- Instructions forgotten
- Test results hard to interpret
- No easy way to ask follow-up questions
Opportunities
- Care-plan reminders
- Result explanations
- Secure follow-up messaging
What's included
The template opens as a fully editable journey map — everything below is pre-filled and ready to adapt in your first session.
- 5 pre-filled stages with customer goals, actions, touchpoints and channels.
- A ready-made persona with goals, needs, behaviors and frustrations.
- Realistic pain points and opportunities per stage — edit, reorder or replace them.
- 2 moments of truth flagged, with emotion and KPI fields per stage.
- 2 starter actions with owner, priority, effort and expected impact.
Keep exploring
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Employee lifecycle from offer to growth and retention.
Complaint / Claims journey map template
Issue or claim resolution from incident to recovery.
Generate AI insights
Use the completed template to draft themes, risks, and prioritized actions.
Consultant workflow
Use this template as a fast workshop starter for client CX engagements.
Start from structure
Open the Patient template free and adapt it to your customers.
Sign up free — no card required. Journey Builder keeps the journey, evidence, insights, and export in one place from the first workshop to the final recommendation.