video1.0<iframe src="https://www.loom.com/embed/e18a6173a9134c2daa766994ba5108d7" frameborder="0" width="1920" height="1440" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>14401920Loomhttps://www.loom.com14401920https://cdn.loom.com/sessions/thumbnails/e18a6173a9134c2daa766994ba5108d7-17f6a2a1f18d491b.gif129.426In this video, I guide you through step two of enhancing the patient journey, which we call Insights and Opportunity Mapping. After immersing ourselves in the patient's experience, we now need to identify patterns and key insights by examining the do, say, think, and feel elements we've captured. I encourage you to reflect on points of friction and moments of delight, and to envision the ideal feelings we want our patients to have. This will help us frame opportunities using "how might we" statements, which will serve as springboards for brainstorming new ideas. Please take the time to engage with your team on these insights to turn our empathy into actionable steps.