Patient Journey Maps Do More than Fix What’s Broken

Patient journey maps aren’t just for fixing what’s broken. When done well, they reveal what patients already love and show where to double down. Organizations that overlook those bright spots may be missing their best opportunity. In this episode, James McMahon (VP of Marketing Communications at University of Maryland Medical Center) and Steve Koch (Managing Partner at Cast & Hue) break down how journey maps helped UMMC move beyond process fixes. From cancer care to first impressions, they used real patient stories to drive smarter decisions in operations, messaging, and team alignment.