incident! makes choice of passes away isolated in my home ... · customer elderly customer journey...

After CareBefore receiving care Receives care

Passes awayMakes choice of care provider

Isolated in my home Moves to an elderly carehome

Starting up care in the home

Starting up, setting up a plan with home care staff

Stays in elderly care home

Acute care at Hospital

Waiting for final decision of extent of care granted.Information dump: Care plans, coordination meetings, local government team ...

INCIDENT! Something sudden happens that forces action

Continues life with need unmetReads news and creates opinion

Need for care arises

Termination and wrap up of care and services.

GriefMain decision maker, elderly no longer as capable.

Provides psychological support and quality control of the care the elderly receives.Takes part in decision process. Mental support for the elderly.Present at care plan meeting. Mental support for the elderly.

Points out need and suggests getting help

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High Value because... High Value because... Low Value because... Low Value because...

Low Effort if we... High Effort because... Low Effort if we... High Effort because...

Customer

Customer Phase

Customer

Elderly Customer Journey

Image

Customer Activities

Customer Needs

Customer

ElderlyEmotional State

Quote

Experience

Thinking

Feeling

Insight Evidence

Customer

Next of kin Journey

Quote

Activities

Needs

Insight Evidence

On Stage / Touchpoint

Local Government

Interactions

On Stage / Touchpoint

Home Care Service

Interactions

On Stage / Touchpoint

National Health Services

Interactions

On Stage / Touchpoint

Advanced Care in the Home

Interactions

Analysis

Main Challenges

Explanation

Development

DevelopmentPriority

Impact / Value level

Effort level

Priority Matrix

Development

Solution Idea A

Description

Development

Solution Idea B

Description

Development

Solution Idea C

Description

Development

Objective / Vision

Elderly benefit

Next of kin benefit

Development

Work streams and Development Projects

Description

Project Leader

Output What & When

Elderly Need For Care Customer Journey Map Template