this article has been archived; content may be out of date.

The patient information journey

Blue Latitude Health|26th March 2014


Late last year, Blue Latitude undertook some proprietary research to understand the information seeking behaviour of cancer and diabetes patients and their interaction with healthcare professionals along a diagnosis and treatment path. Elisa del Galdo, our Head of Customer Experience and Anna Tamasi, one of our user experience consultants, distilled the findings of the research to create a high level patient information journey, mapping out the patient’s information seeking behaviour (choices, decisions, attitudes, needs, motivations, etc.).

We grounded the questions around the diagnosis and treatment path – from pre-diagnosis, diagnosis, treatment and recovery to the management of their condition. We wanted to understand their experiences from their perspective (i.e.: ‘The outside in’). We were keen to understand the channels where the patient seeks, finds or is given information and whether it is actively hunted down or passively attained. We wanted to understand how much information they gathered, in what from and when they gathered it. We asked them what they did with the information they gathered and how that helped them in their treatment process. We also wanted to understand not just their rational behaviour but also their emotional behaviour and their confidence level concerning their ability to engage as a partner in the treatment of their condition, throughout the treatment journey.

Customer journeys are user experience artefacts or tools that can be used (along with personas, scenarios, prototypes etc.) to help filter ideas for the design of new services, products or content. For the information seeking journey it helped illustrate, how the patient’s desire for information grows and where they seek – specifically online – information, data and ‘people like me’. By the end of their treatment, it depicts how patients become partners in the decision making process – often becoming more engaged and advocates to other patients or experts in treatment choices and outcomes available. With of course, some becoming resigned and disengaged with their treatment path.

By mapping out this information, specific to two disease areas and their treatment, we were able to identify where there are great voids of information, content and services that are required and desired by patients (and HCPs to support their patients) when trying to understand their condition and treatment options.

Download the full patient information journey by clicking the button below.

If our patients are diverse, why are clinical trials so white?

Ling Song|22nd June 2020

Despite facing worse health outcomes, minority populations are often left out of clinical trials and miss the opportunity to participate in life-saving research. Associate Consultant Ling Song explores this issue and calls for the pharmaceutical industry to change its approach.

read more

How to run an engaging virtual workshop

Blue Latitude Health|15th June 2020

Our strategic consultants give their top tips for running an engaging virtual workshop. 

read more

Engaging physicians during COVID-19

Pany Koizi, Natasha Cowan|9th June 2020

COVID-19 has drastically changed the lives of healthcare professionals. They are emotionally and physically drained and under huge amounts of pressure. They also need pharma’s help. Senior Consultant Pany Koizi outlines five principles for engaging with physicians during the pandemic.

read more