GP appointment booking journey map template
A journey map for booking a GP appointment online, with pain points and ideas at each stage. Use it as a model for public service journeys.
- Stages
- 5
- Persona
- Aisha, a nurse on shifts who cannot ring at 8am
The journey
- Title
- Booking a same-week GP appointment online
- Goal
- Get an appointment this week without queueing on the phone
Stages
| Stage | Feeling | Pain points | Opportunities |
|---|---|---|---|
| Realise | Neutral | Opening hours are buried and the phone line is the main route | Put "Book online" first on the practice homepage |
| Register | Negative | Approval takes two days and nothing says so | Show how long approval takes and send a text when it is done |
| Find a slot | Very negative | Slots are released at 8am only and the page gives no warning | Say when slots are released and offer a call-back list |
| Triage | Negative | Eleven questions, no progress indicator, no save | Show progress and let people save and return |
| Appointment | Positive | The call comes in a four-hour window | Give a two-hour window and a tracking text before the call |
Questions
Frequently asked questions
What's in the gp appointment booking journey map template?
5 stages, each with actions, touchpoints, thoughts, pain points, opportunities and a feeling score. The table shows the pain points and opportunities.
Is the content real?
No. It's a fictional example built to show how the parts fit together. Replace every stage with what you've learned from real users.
What happens to my own work when I load it?
Nothing is lost silently. You'll see an Undo for ten seconds after it loads, and the Journey Map asks first if it would replace work you've already written.
Do I need an account?
No. You can build, preview and download without signing in. You only sign in to share a link or save your work.