Transgender Journey Map
My Role
- Desk Research
- Workshop Participant
- Contextual Interviews
Summary
The goal of this project was to better understand the transgender journey and find the moments that matter to improve the services Aetna provides in this unique area.
Problem
Although Aetna has fantastic clinical personnel to help with the procedural aspects of transition, can we better understand the social and psychological aspects of our trans members? Aetna's consumer experience group conducts many patient roadmap sessions, and I was fortunate enough to be invited to this one.
Solution Overview
- Desk Research
- Story Mapping
- Workshop Participation
Desk Research Homework
The transgender community is very close-knit, and helps each other on social support sites like Susan's Place and Trans Pulse.
It is not uncommon on these sites for people to document their journey for many years. It is an extraordiary experience for research. The ongoing posts are sometimes as complete as diary studies, with a daily/weekly post for their experience. However, using social sites exceed diary studies because hundreds of people experiencing the same thing weigh-in with advice, tips, and resources.
Using these sites I was able to assemble a great proto-story map to document the experience.
