Time lag due to lack of information
Deduce
Understand
Observe
Customer Journey Map:
Paul climbs stairs to go and get some water and gets a heart attack. Paul holds his chest and falls unconscious.
People around Paul make a call to the Medical emergency number and inform the local staff.
Based on the location conveyed, an ambulance is dispatched which tries to identify the shortest route to the given place.
The local staff or the paramedics from the ambulance arrive on the location although with some delay.
CPR (cardiopulmonary resuscitation) is given to Patient.
Paul is alone so people don’t know what has happened to him.
People don’t find any information on Paul regarding any medical condition.
During the Olympic events, some roads are blocked temporarily. So the information of the blocked and opened roads would be required in real time.
The delay in the arrival of the medical staff of the ambulance was caused because the exact location of the patient wasn’t available.
Paul is unconscious, hence can’t provide any information about his condition. Also he doesn’t speak any language except French (through his i-card)
As Paul was holding his chest while falling, people deduce that he must have had a heart attack.
The only information conveyed is Paul had a heart attack and he is lying in the stadium.
The ambulance has to coordinate with the headquarters from where the fire, police and medical staff operates.
In case Paul would have fainted in a secluded place, there was no way to inform emergency services and also to convey his location.
Even if he was conscious, language barrier would have prevented him from communicating his medical condition
Points where medical information could have been conveyed
Points where it would have been helpful, if the medical information was available
If medical information was available in some format, people would have conveyed What exactly has happened to Paul?
Could have informed the relevant hospital and doctors.
If Paul had his medical information available in some format, it could have been conveyed to the hospital and doctors.
Information about the location of the patient.