(Experience Map Template) MAP TITLE Center for Care Innovations 2017 Guiding Principles Principle (What you know to be true about end users’ needs, desires) Principle (if applicable) BEFORE VISIT DURING VISIT AFTER VISIT STAGE STAGE (if applicable) Stages In Journey End User Activities (What Happens, In What Sequence, From Their Perspective) Follow-up reminder #1 Make appointment Waiting room Follow-up reminder #2 FOR ILLUSTRATION ONLY Intake process Transit to office Thinking Notes Feeling OVER-ARCHING Opportunities Overarching/global opportunities here Opportunities in early stages here Opportunities in later stages here STAGE NAMES 1-X STAGE NAMES Y-Z

ICONS AND GRAPHICS REPOSITORY Center for Care Innovations 2017 Touch point nodes, labels, arrows Positive touchpoint or activity Pain/negative touchpoint or activity Neutral touchpoint or activity Touchpoint Name Touchpoint label, if necessary Directional arrow to so sequencing of journey touchpoints All icons sourced from The Noun Project https://thenounproject.com/ You must keep the attributions if you use these Creative Commons icons. Explore more options on the website!