Why a client journey map is so important

Understanding your practice’s client journey offers a view of their end-to-end experience whilst interacting with your practice. It’s a visual guide that will help you identify your clients’ pain points and find where new value can be created. 

How to research where your clients' pain points lie within your practice

• Review your client service and appointment process.
• Enrol a mystery shopper to provide feedback on your team's client service skills. 
• Schedule an appointment online. Was it easy? Did you receive an SMS reminder?
• Review client feedback.
• Ask your team to document the most common types of client questions or complaints.
• Review your online reviews.
• Consider introducing client satisfaction surveys and review the results.
• Review the waiting room & admission experience.
• Is the waiting room noisy? Does the phone always ring? Is it smelly?
• Observe your clients having to complete paperwork.
• Assess wait times.

Client journey maps are an important element in executing a successful client experience strategy and design. The ideal experience is one that is positive, memorable, and personalised. Effective teamwork and communication are crucial, both can immediately and positively affect patient outcomes and client perceptions. But communication in practice is a more complex activity than two people talking to each other. Read our blog, The importance of the whole practice team in client communication, to find out more.