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