CX Journey Map

Humanizing Pediatric Care

Unlocking a new level of patient care through deep psychographic patient journey mapping and analysis for Orthopedic, Imaging, and Therapies.

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Our applied proprietary methodology.

Empowered Collaboration

Embedded with frontline clinical teams, moderating focus groups and journey mapping, to convert actual lived, day-to-day experiences into iterative, high-impact insights for patient care.

Curated, Human-centric Design

Centered the process around actual pediatric patient-family experiences, addressing the deeper emotional and practical needs revealed through comprehensive journey analysis.

Strategic Data Intelligence

Assessed quantitative metrics from Children’s NPS data and conducted a deep dive of 1:1 patient experience interviews, developing psychographic patterns to further humanize the care experience for maximum impact.

Healthcare Industry Expertise

Leveraged deep qualitative understanding of healthcare workflows, pediatric-family empathy, regulatory requirements, and clinical constraints to ensure all change management is both clinically sound and operationally sustainable within the complex pediatric orthopedic environment.

Children's Wisconsin is the region’s only independent healthcare system dedicated solely to the health and well-being of children providing a wide range of care and support, working to ensure every child and family served receives nothing but the best.

“Oliven Labs has been an outstanding partner for our organization. Their team combines healthcare expertise with a genuine passion for improving the patient and family experience with human-centered design. They are thoughtful, responsive, and professional in every interaction.

Journey mapping and experience design work helped us see challenges through the eyes of the families we serve, generating insights that led to meaningful improvements for both families and care teams. They have a unique ability to turn complex healthcare problems into clear, actionable opportunities.”

Christopher Neuharth

Chief Experience Officer & VP of Digital Innovation at
Children's Wisconsin

“Working with Oliven Labs has been a fantastic partnership. They meticulously planned and executed multiple complex studies, each with staff focus groups, survey deployment and analysis, and deep-dive family interviews that led to clarifying and impactful journey maps. The tremendous amount of high-quality work captured the emotional complexity families face before they even walk through our doors. That depth in storytelling gave our leadership the confidence we needed to move forward with action plans.

One of the doctors who reviewed the work even noted it was the best set of recommendations he'd seen in 18 years. Beyond the data, the Oliven Lab's team were seamless partners who felt like an extension of our own team. I would gladly recommend Oliven Labs to any organization looking for strategic experience insights.”

Jeremy White

Manager Experience Insights & Design
Children's Wisconsin

CHALLENGE

As a recognized leader, Children’s Orthopedic is committed to continuous improvement. Our challenge was to enhance their foundation by proactively deepening the emotional connection between care teams and families, especially during pivotal moments like imaging and ensuring that every interaction centers the patient and family experience, nurtures trust, support, and healing, and sets a new benchmark for compassionate pediatric orthopedic care.

Setting a new standard for compassionate pediatric orthopedic care.

Proactive Boost

+25-Point NPS lift from strong empathetic communication

Further strengthen trust, emotional support, and satisfaction, reinforcing AIDET protocols and ensuring every family’s journey is as positive as possible.

Actionable Insights

75% of families stay with providers who act on feedback

Translate feedback and behavioral data into smart, practical changes that anticipate family needs and design experiences that set new standards in pediatric healthcare excellence.

Scalable Trust

91% of healthcare employees trust organizations where leaders celebrate wins

Build on areas of existing strength to celebrate successes and ensure best practices are scaled across teams.

Sports Orthopedic Patient Family Journey Map

SOLUTION

Through an integrated process combining qualitative and quantitative research, Oliven Labs uncovered the hidden emotional, behavioral and empathy-driven dynamics within complex pediatric Orthopedic, Imagine, and Therapies operations. By engaging both internal staff and patient families, we revealed not only where experiences were falling short of expectations but also why those gaps existed beneath the surface.

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Our Unique Process

Unbiased Coordination

Bridged a multitude of service-areas (clinicians, experience team, leadership) to re-center the voice of the patient-families.

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Internal Staff
Focus Groups

Brought together key leaders across Orthopedics to articulate pain points, operational realities, and areas of overlap.

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Patient Family Interviews

Partnered with families to uncover unmet needs and the emotional toll of fragmented care, balancing staff perspectives with lived family experiences.

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Journey Map Creation

Translated research into 3 clear, visual maps across Sports Orthopedics, Therapies, and Imaging, connecting operational workflows with emotional highs and lows of the patient journey. This revealed where NPS was most impacted and identified leverage points for improvement.

Impact Roadmap

Distilled psychographic insights from 15 family interviews and staff focus groups into an executive-endorsed roadmap, prioritizing scheduling, wait times, and empathy training for 2026 Orthopedic enhancements.

Actionable Insights Uncovered

6.5 million

Wisconsin Families Served

Emotionally Seamless Ecosystems

Families managing complex or urgent conditions experience anxiety from hidden delays. Eliminating these bottlenecks strengthens care continuity, reducing stress and creating a more trusting, dependable journey.

93%

of patients link low empathy to poor care

Empathy as a Core Expectation

Empathy shapes how families experience care, especially those with language barriers or repeat visits. Proactively personalized, flexible interactions help families feel supported, empowered, and included.

more care gaps for marginalized populations

Access Built for Families

Logistical challenges gain emotional weight when layered with socioeconomic and health complexities. Tailoring access to these realities positions health systems as trusted partners who uplift families.

59%

of families feel strained by youth sports costs

Progressive Data Insights

Evolving cultural norms around elite youth sports revealed a fundamental behavior shift in pressures of return to play, heightened financial commitment and strain, and needing integrated and holistic mental and physical care.

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RESULTS + IMPACT

The journey maps became a launchpad for innovation, translating deep behavioral insights into measurable improvements across the care continuum. Grounded in emerging shifts around how families navigate pediatric care amid cultural pressures and time-sensitive needs, the work empowered teams across Children’s Wisconsin to drive change. Senior leaders, including the Director of Orthopedics, CIDO, and CEO, actively engaged, resulting in an organization-level focus to enhance the Orthopedic experience in 2026 through a unified roadmap and executive-backed change management efforts.
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Three major initiatives emerged: scheduling optimization, wait-time reduction, and a bedside-manner refresh. A new Imaging AIDET training video now anchors systemwide communication training, and front-desk standards are being redefined to improve first impressions. Leadership echoed the collaborative effort, calling it essential given their limited bandwidth, a testament to an approach that delivered quick wins while building sustainable, system-level impact across patient, family, and staff experiences.

major operational initiatives launched

100%

engagement of senior leadership

65%

strategic initiatives directly influenced by this work

staff training programs activated

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