Creating a journey map canvas for healthcare service design: Cesarean section as an example

Designing effective healthcare services can be challenging due to the multi-component nature of the healthcare context. Therefore, designers and design researchers in the healthcare field use various methods and tools to create solutions for healthcare services. Accordingly, the journey mapping method has a wide range of potential, from identifying gaps in care to understanding the needs of healthcare recipients and is increasingly being used to provide a holistic view of the care service delivery. However, there are few studies documenting the method, and the lack of standardization in its use leads to confusion. This article presents a journey map canvas to provide an overview of healthcare delivery. The study demonstrates how to create and use a journey map canvas through a case study of cesarean section under regional anesthesia, using a mixed-methods approach that integrates online narratives and semi-structured interviews. The canvas aims to aid designers, design researchers, and healthcare professionals in analyzing and improving a healthcare recipient’s experience. It provides the necessary knowledge and understanding, although it only represents a comprehensive analysis of the case study’s service delivery and may be applicable in other contexts.