Cardiology Patient Journey
Understanding the Cardiovascular Patient Journey at Legacy Health
Research Methods: Interviews, Surveys, Contextual Inquiry
Research Type: Generative UXR
Company: Legacy Health
Background
Legacy Health’s Cardiovascular service line started their yearly strategic planning in the end of 2023. Historically, they have created plans based on market data and provider needs without soliciting feedback from consumers and patients about their experience.
The UX team was engaged to conduct user research to understand Cardiology patient needs and opportunities.
Research Objectives
Research Methods
Example of Research Questions
Understand Cardiology patients’ needs and challenges throughout their care journeyUnderstand the Cardiology patients' pre-journey and post-journey interactions (how are they finding care, navigating to care, and experiencing ongoing management post-treatment)Find opportunities for improvement the Cardiology patient experience
Survey
Target Audience: Legacy Cardiovascular patients who recieved Legacy CV services in the last 3 years, consumer panelist from 3rd party solution
Survey N Size: 30,000 Legacy Cardiology patients, 200 participants from consumer panel
Survey Responses Acquired: 1150 responses (954 Legacy patients, 196 consumer panelists)
Interviews
10 patient interviews
5 consumer panelist interviews
Customer Journey Map: synthesized findings from survey and interviews to create a journey map
How do patients choose the system and doctor to receive cardiovascular services?
What actions / lack of actions might cause a patient to consider other doctors or systems?
What communication and support could a provider or system offer to make this an easier and less stressful experience?
What impact does their experience have on their likeliness to seek future care/ services from the same health system?
