Client Journey Mapping

The introduction of the NDIS is having a significant impact on the mental health sector. To help understand these impacts better we are embarking on a project to map mental health clients’ experience and needs using the technique of client journey mapping.

A journey map provides a client viewpoint of services. The stages of journey maps can be grouped into three key areas:

  • Creation of client personas (fictional characters to represent the clients we work with). Click here to see our personas
  • Defining the operational elements of “how, who, what and when” the client engages with throughout the journey
  • Understanding the client’s perspective, needs and emotional response at each stage

The output from this process will be a series of visual journey maps that will assist us in identifying gaps and where the greatest challenges and opportunities for service improvements exist.

For more information contact Jean Crewe Integrated Care Coordinator

* The OEPCP would like to acknowledge EACH for allowing us to use and adapt two of their personas for the purposes of this project