My service map of a complex notifications ecosystem gave our business partners a clear path to advocate for systemic change.
Background
Our stakeholders had received many complaints over the years about confusing appointment notifications that were causing health care users not to trust the information they were receiving. They wanted to better understand the ecosystem and issues that came from it.
My work
I worked with stakeholders across many different teams to identify all people, systems, and touch points across the journey of attending an appointment. I mapped this out along with pains and opportunities at each step in the journey.
Outcome
I identified multiple pain points that were causing users to receive notifications inconsistently, including:
- Some notifications were excessive, some were not showing up at all.
- Staff not receiving notifications through the support chain.
- Notification messaging for an appointment inconsistent depending on what system it originated from.
- Complex notification business rules.
Our stakeholders used these findings to advocate for simplifying systems and processes so our users could trust the messaging they receive around their health care.