User Journey Mapping in Community Health Work: A Case Study From Philly CEAL

Authors: Julia Votto, José A Bauermeister, Gretel Tassah, Gladys Thomas, Carmen Alvarez, Antonia M Villarruel, Stephen Bonett

This study explored how Community Health Workers (CHWs) in Philadelphia carry out their daily work and how they could help improve a heart health programme. Interviews with seven CHWs and one supervisor showed that CHWs manage community visits, support individual clients, handle office duties, and work with supervisors. They also face challenges in their work processes and experience emotional stress. By involving CHWs in designing the programme, the study identified ways to make it more practical and responsive to community needs. The findings highlight the importance of involving CHWs early when planning health programmes because of their knowledge and experience.