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.

Details for Client Journey Mapping Workshops: CJM workshop flyer

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