The document describes a patient's journey through a hospital stay from registration through treatment and recovery. Key points include long wait times at registration, difficulty navigating the hospital building to find their room, uncertainty around sharing a room and how to spend time, confusion over medical machines and their noises, relief when a friendly nurse provided explanations, and not knowing when food would come. The document identifies areas for improvement such as shorter registration, better staff training, clearer signage, more storage, earlier communication of meal times, and curtains.

1. Carl CARL’S STORYBOARD
Carl PATIENT’S JOURNEY
Carl FACTORS
Carl ENGAGEMENT
Carl FEELINGS
Carl DETAILED DESCRIPTION
Carl NECESSARY CHANGES
Stay at hospital
JOURNEY MAP
Example: Patient Journey
PROJECT
05 January 2019
EXPORT DATE
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Pre-Treatment Treatment Post-Treatment
Carl arrives at the hospital goes to the reception to register goes to the room meets his room mate unpacks his stuff waits for treatment receives treatment wakes up machines make strange noises nurse drops by and tells everything
went well
gets hungry receives meal tries to sleep but can't
Staff
Building
Machines
Food
People
Mobile devices
excited annoyed confused shy annoyed bored (narcotized / no experience) confused insecure happy nervous relieved annoyed
Carl is at the hospital for the very
first time. He's not sure what to
expect.
Registration takes long. waiting
time, many documents, many
signatures and the receptionist
does not show much empathy with
Carl's situation.
Finding the way is difficult. It's not
clear what part of the building it is,
how to get there and if to go left or
right after getting off the elevator.
Carl is not used to sharing his
sleeping room with others.
Very little space in the cupboard. Does not know how to spend
the time. Even looking out of the
window is boring because there is
nothing beautiful to see.
It takes Carl a some time to get
where he is and what is happening.
No people there to help him
through the situation, neither stuff,
nor family.
Carl has no idea what kind of
machines it is and what the noises
mean. He also observes the display
but can not tell what the
illustrations mean.
The nurse is very friendly and
empathic. She takes a lot of time to
answer Carl's questions and gives
explanations on why the machines
are beeping and what the noise
tells.
Carl does not know if or when he
will receive food. He's not sure if
he's allowed to leave the room to
get some on his own.
Carl is pretty satisfied with the
type of food.
The sun is shining and there are no
proper curtains in the room.
▸ give the patient a better briefing ▸ shorten registration time
▸ train staff
▸ better guiding signs starting at
the reception
▸ more spacious cupboards ▸ communicate meal times at an
earlier point of time
▸ curtains