Inside AIMS
AIMS Takes a Journey
AIMS workshop participants have been expanding their understanding of current needs by developing personas or profiles of those who interact with the existing systems.
The teams will now take this exploration one-step further by developing journey maps.
Journey Maps
Journey maps are the roadmaps that plot the experiences of those who interact with the existing systems. Like all journeys, there will be highlights and low points along the way. These are called the “moments that matter” and they define the way people perceive their experience. Identifying a satisfying interaction is as equally important as calling out a pothole, because it establishes the groundwork for experiences that should be replicated versus those that need to be fixed.
“The journey that each person takes will be a little different depending on the services being accessed and whether they are dropping in at a single entry point or if they have multiple points of contact,” said Val Klassen, AIMS supply chain functional lead. “By plotting their experience from beginning to end, we can gain an understanding of how they interact with the system.”
User Experience
For an individual wanting to order a particular product, it can be frustrating not to be able to have an online catalogue of supplies. Similarly, not being able to track shipping and the anticipated delivery date can create uncertainty around inventory.
“People have become used to an Amazon-style shopping experience in their personal lives, and extending that to the workplace provides advantages, not only to the individual, but to the system as a whole,” Klassen explained.
Workshops continue over the next four months, with the project teams gaining a better understanding of how the AIMS project can provide a hassle-free journey through the health system’s administrative processes.