Consumer journey maps are research-driven product design tools that track how customers interact with a business over time—from experiencing a need, to seeking a solution, to reaching resolution. In health care, patient journeys show how, when, where, and why patients access care. Planners can use these insights to craft their patient acquisition and retention strategies accordingly.

To understand the best ways to use journey analytics, we're analyzing longitudinal claims data from national commercial payers. Here are three insights from our research so far: