Case Study: Patient Experience 2018-05-02T22:33:36+00:00

Patient Experience

How do you effectively evaluate customer experiences in a high-stress medical environment?

Hopscotch worked with this clinic to better understand their patient experience. Our client was concerned that they were not getting an accurate review of changes to their patient journeys from the post-appointment surveys. Hopscotch developed a series of research activities to evaluate the new patient experience. Our goal was not just to communicate it to the nursing staff and management team, but to also help them ideate on solutions to the challenges that were uncovered.


  • Qualitative research
  • Contextual research
  • Formal interviews
  • Observations
  • Executive working sessions
We learned that the changes to the patient experience were welcome, but didn’t go fat enough to alleviate the stress patients felt throughout their appointments. The Journey Maps, drawn by research participants, indicated that patient destress moments came at the very end of their visit. Which meant that throughout their journey they had higher than normal cognitive load, decreasing their ability to ask questions and retain the answers.
We worked with the clinicians and management to help them evaluate alternate patient journeys.

Using Adjacencies

We used adjacent experiences to brainstorm new modes and behaviors that could improve the patient experience. The exercise provided the client with a new approach and perspective of their daily challenges.
Remote Research
Medical Product Design