Plan every message on the path, not just one
A member hears from you by letter, text, email and phone. Journeys puts every touchpoint on one map, with a version for each persona.
Plan for the people you serve
What it does
- A touchpoint matrix, board and storyboard, with channel previews.
- A version of each touchpoint for each persona.
- Each touchpoint goes through Assess and Revise like any document.
- Named approval, with stale detection when a source changes.
- XLSX, CSV, Word print-pack and HTML exports.
Every channel
One touchpoint, every channel, checked
See each message as the member will see it. Every channel version gets its own checks and its own approval, before anything goes out.
Touchpoint
Renewal due in 14 days
Pick a channel
Your health plan
Your health plan renews in 14 days. Questions? Call 1-800-555-0142 (TTY 711). Reply STOP to opt out.
Checks on this version
- 100 characters · 1 segment
- Opt-out included
- Assessed and revised like any document
Approved by a named reviewer
Illustrative · synthetic touchpoint and phone number.
Keep it current
Know what to recheck, then send it your way
When a source changes
Touchpoints built on it are marked stale, so you know exactly what to recheck. The rest stay approved.
- XLSX
- CSV
- Word
- HTML
Send it your way
Send through your own channels, or export: an XLSX matrix, a CSV for each channel, a Word print pack or an HTML preview.
How it works
Step 1: Design
AI drafts the journey and its persona variants.
Step 2: See each channel
See each message as it will look: email, text, push, in-app, call guide, letter or web.
Step 3: Approve
Each touchpoint runs through Assess and Revise, then a named approval.
Step 4: Send
Send through your own channels, or export and send as usual.
A touchpoint matrix (illustrative)
Renewal due in 60 days
Letter (grade 6) · Text (1 segment) · Email
Renewal due in 14 days
Text (1 segment) · Email · Call guide
Missing document
Letter (grade 5) · Text · Call guide
Example journeys
Three people, three journeys, one goal each
A journey starts with a persona: where they are, what stands in their way and who they trust. Each touchpoint then uses the channel, words and behavior-change technique that fit that person. Pick a journey.
Marta, 71
New to her plan. Reads Spanish best. Her daughter helps with mail.
- Stage of change
- Thinking about it: knows a checkup is a good idea, has not booked one
- Barrier
- Thinks the visit costs money and has no ride
- Trusts
- Her doctor and her daughter
Goal behavior
Books and goes to her yearly wellness visit
What the journey works on
- Capability · 2
- Opportunity · 2
- Motivation · 2
Day 1Call
Touchpoint 1: Welcome call, in Spanish
Bienvenida a su plan. Este mes, solo una cosa: elija a su médico. Le ayudamos ahora mismo si quiere.
One clear action
One step at a time. A first month with ten tasks becomes a first month with one.
Works on capability
Day 7Letter
Touchpoint 2: Welcome letter for two readers
Your first 3 steps, in Spanish and English, with a line for the person who helps you: "Read this with Marta."
Who they trust
Marta trusts family to help decide. The letter speaks to her daughter too.
Works on opportunity
Day 30Text
Touchpoint 3: The visit is free
Su visita de bienestar anual cuesta $0. Responda 1 y le llamamos para elegir el día.
Barriers and benefits
It answers the barrier she named, cost, before she has to ask.
Works on motivation
Day 32Call
Touchpoint 4: Booking call with a ride
Tuesday at 10 at Dr. López. Your plan can send a ride. Who should we tell about the time?
Make it easy
The ride is offered, not hunted for. Saying yes takes one word.
Works on opportunity
Day 40Text
Touchpoint 5: Plan for the day
Martes 10:00, Dr. López. Su transporte llega a las 9:15. ¿Quién va con usted?
When, where, how
A when, where and with whom plan makes a visit easier to keep.
Works on motivation
Day 41Letter
Touchpoint 6: Visit summary, checked with teach-back
What we found, and the one thing to do next, in her words: "I take my blood pressure pill every morning."
Teach-back
Staff confirm she can say it back. The summary repeats it.
Works on capability
Measures this journey feeds. Annual wellness visit completion, CAHPS items on getting needed care and plan information, and calls about the notices. Results are measured against your own starting point.
James, 64
Retired bus driver. Lives alone. Reads well, but numbers are hard for him.
- Stage of change
- Getting ready: wants to stay out of the hospital, unsure how
- Barrier
- Unsure which weight change matters, and when to call
- Trusts
- Himself, once he knows the rule
Goal behavior
Weighs himself each morning, calls at a 3-pound gain, and keeps his 7-day visit
What the journey works on
- Capability · 2
- Opportunity · 2
- Motivation · 2
Before dischargeIn person
Touchpoint 1: Teach-back at the bedside
"So tell me, James: what will you do if your weight goes up 3 pounds in a day?"
Teach-back
The nurse practiced this in the simulator. James says the rule back before he leaves.
Works on capability
Day 0Letter
Touchpoint 2: Discharge sheet: 3 jobs at home
1. Weigh yourself each morning. 2. Take your pills. 3. Call if you gain 3 pounds in 1 day. A weight log is on the back.
One clear action
Three jobs, numbered, at grade 5. The log turns the rule into a daily check.
Works on capability
Day 1Call
Touchpoint 3: Did you get your medicines?
Hi James, this is Ana from the heart clinic. Were you able to pick up all of your medicines?
Make it easy
A missing prescription is fixed on day 1, not found on day 10.
Works on opportunity
Each morningText
Touchpoint 4: Weigh-in with the coffee
Good morning, James. Before your coffee: step on the scale. Reply with your weight.
Cues and routines
Tied to a routine he already has, at the time it should happen.
Works on motivation
Day 5Text
Touchpoint 5: Progress he can see
5 mornings in a row. Your weight is steady. Keep it up, and bring your log on Thursday.
Stages of change
Feedback on what he did builds confidence as he moves from getting ready to doing it.
Works on motivation
Day 6Portal
Touchpoint 6: Visit plan
Thursday at 2:00 with Dr. Patel. Bring your weight log and your pill bottles.
When, where, how
When, where and what to bring, the day before.
Works on opportunity
Measures this journey feeds. 7-day follow-up visit completion, HCAHPS items on communication about medicines, and 30-day readmission measures, among others your team tracks. Results are measured against your own starting point.
Aisha, 46
Newly prescribed a weekly injectable for type 2 diabetes. Enrolled in the patient-support program.
- Stage of change
- Getting ready: has the prescription, has not taken a first dose
- Barrier
- Worried about the needle and the cost of refills
- Trusts
- Her nurse educator
Goal behavior
Takes her first dose, then refills on time
What the journey works on
- Capability · 3
- Opportunity · 1
- Motivation · 2
Day 0Letter
Touchpoint 1: Welcome kit: your first week
Your first week in 3 steps, with a picture for each step of using the pen. The approved safety information stays word for word.
One clear action
Pictures and short steps lower the load. Protected text is never reworded.
Works on capability
Day 1Video
Touchpoint 2: Watch it once first
Watch a 2-minute video of a first dose. Then try the practice pen in your kit.
Teach-back
Seeing it done and trying it builds the skill before the real dose.
Works on capability
Day 3Call
Touchpoint 3: Nurse educator call
"What matters most to you about your blood sugar? What worries you about the pen?"
Their own reasons
The call guide asks for her own reasons and concerns, instead of lecturing.
Works on motivation
Day 6Text
Touchpoint 4: Pick your dose day
Pick one day each week for your dose. Which day works best? Reply with the day.
When, where, how
She chooses the day, and the plan is hers.
Works on motivation
Day 21Pharmacy
Touchpoint 5: Refill and cost help
Your refill is ready in 7 days. Your savings card can lower what you pay. Here is how to use it at the counter.
Barriers and benefits
It names the cost worry and removes it before the refill is due.
Works on opportunity
Day 80Email
Touchpoint 6: How is it going?
A plain-language guide to common side effects and when to call, with the approved safety information unchanged.
Stages of change
People who are keeping it up need different messages from people who are starting.
Works on capability
Measures this journey feeds. First-dose and refill timing (such as proportion of days covered), patient-support enrollment, and medical-information contacts. Results are measured against your own starting point.
Synthetic examples · made-up people and messages. Each touchpoint still goes through Assess, Revise and a named approval before it is sent.
Behavior change, built in
The behavior science behind every persona and journey
Clear words are where change starts, not where it ends. Personas record what helps and what blocks each reader, and journeys use established behavior-change techniques at each touchpoint. Every message is built to help people understand, decide and act.
- Capability: Can they understand it and do it?Plain language at the persona's grade, one action per message, teach-back to confirm.
- Opportunity: Does their world make it possible?The right channel, language and time; a ride, a phone number, a caregiver who can help.
- Motivation: Do they want to, right now?Messages that answer the persona's own barriers and fit their stage of change.
A different message for each stage of change
- Stage 1: Not yet thinking about itWhy it matters to you
- Stage 2: Thinking about itWhat gets in the way, answered
- Stage 3: Getting readyHow to start, step by step
- Stage 4: Doing itFeedback on progress
- Stage 5: Keeping it upReminders tied to routines
Stages from the Transtheoretical Model (Prochaska and DiClemente).
Techniques at work in personas and journeys
- Stages of changeTranstheoretical ModelEach persona records where the reader is, from not yet thinking about it to keeping it up. Journeys send the message that fits the stage.PersonasJourneys
- Barriers and benefitsHealth Belief ModelPersonas capture what readers believe about cost, risk and benefit. Each message answers the barrier the persona names.PersonasJourneys
- Who they trustHealth locus of control, self-efficacyPersonas note whether readers decide for themselves or lean on a doctor or family, and how confident they feel. Tone and messenger follow.Personas
- One clear actionCognitive load, plain languageEvery touchpoint asks for one thing, at the persona's reading level, and puts it first.PersonasJourneys
- When, where, howImplementation intentionsReminders turn "should" into a plan: the day, the place, who comes along, what to bring.Journeys
- Cues and routinesHabit formationMessages arrive at the moment the action happens, tied to something the reader already does.Journeys
- Make it easyChoice architectureReply 1 to book, a ride offered, a number to call. Help is the default, and nothing is pressured or hidden.Journeys
- Teach-backAHRQ Health Literacy Universal PrecautionsStaff confirm understanding by asking people to say it back, and practice first in the Teach-Back simulator.PersonasJourneysTeach-Back
- Their own reasonsMotivational interviewingCall guides and simulator scenarios ask for the person's own goals and worries, instead of lecturing.JourneysTeach-Back
What we never do. No fear appeals, false urgency or hidden choices. Behavior change supports your quality and adherence measures; the result is measured against your own baseline, not promised.
Synthetic example
Every touchpoint scored, fixed and approved
A Post-Discharge Care Journey with five touchpoints in three stages and a reading target of grade 6. Switch between the first drafts and the versions after Assess and Revise. Select a touchpoint to see its checks.
Showing the first drafts. The approved versions are listed with each touchpoint below.
- Artifacts
- 54 channels
- Campaign-ready
- 0%0 approved
- Above grade 6
- 4need simplifying
- Stale approvals
- 1changed after approval
Stage 1: Immediate Post-Discharge
Stage 2: Early Recovery
Stage 3: Stabilization
Day 0 · Welcome-home letter
Immediate Post-Discharge · Direct mail · Base content (default for all audiences)
As drafted Draft
Following your recent hospitalization, it is imperative that you adhere to your prescribed medication regimen and monitor for symptoms indicative of decompensation. Contact your provider should you experience exacerbation of dyspnea or peripheral edema.
- To fix: Grade ≈17.8 (target 6)
- To fix: Longest sentence: 22 words (limit 20)
After Assess and Revise Approved
Welcome home. Take your medicines the way your care team showed you. Call us if you feel more out of breath or your legs swell.
- Passed: Grade ≈2.7 (target 6)
- Passed: Longest sentence: 13 words (limit 20)
How it got there: Assess → Revise → Save to journey → Send for review → Approve
Exports: content matrix (.xlsx), bulk-send CSV per channel, letters and call guides (.docx) and an HTML campaign file. Files contain templates with merge tags only, never member data.
Synthetic example · illustrative mockup. Grades are the Flesch-Kincaid formula on each short message, shown as an estimate (≈), as the product does for short copy.
The member journey
For health plans: seven stages from enrollment to renewal, and the measure each one feeds.
Stage 1: Shop & Enroll
- Touchpoints
- Plan comparison guides, Summary of Benefits, Enrollment forms
- What we do
- Score and revise to your target grade; Spanish variants
- Measure it feeds
- Enrollment completion
Stage 2: Welcome & Activate
- Touchpoints
- Welcome kit, ID card letter, First texts and emails
- What we do
- Channel versions with SMS and email limit checks
- Measure it feeds
- Health-assessment completion, portal sign-up
Stage 3: Understand Benefits
- Touchpoints
- Evidence of Coverage, EOB, Annual Notice of Change
- What we do
- Plain-language revision with a meaning check and your glossary
- Measure it feeds
- CAHPS Customer Service, call-center contacts
Stage 4: Close Care Gaps
- Touchpoints
- Screening reminders, Gap-closure letters
- What we do
- Persona testing on simulated readers before send
- Measure it feeds
- HEDIS screening measures
Stage 5: Stay Adherent
- Touchpoints
- Refill reminders, Drug-list changes, Mail-order letters
- What we do
- "Numbers to verify" check on doses, dates and costs
- Measure it feeds
- Part D adherence (PDC) measures
Stage 6: Manage Condition
- Touchpoints
- Care-management letters, Action plans, Teach-back handouts
- What we do
- Create action plans at target grade; journeys with persona variants
- Measure it feeds
- HEDIS chronic-care measures, care-plan follow-through
Stage 7: Renew & Retain
- Touchpoints
- Renewal notices, Denial and appeal letters, ANOC
- What we do
- Mandate checks (CMS MCMG, 42 CFR 438.10) where measurable
- Measure it feeds
- Disenrollment, Medicaid renewal completion, CAHPS Rating of Health Plan
Measures these touchpoints feed. Clear letters are one part of each measure. A study against your own starting point shows how much they add.
The patient journey
For health systems: seven stages from the first visit to staying well, and the measure each one feeds.
Stage 1: Find & Schedule
- Touchpoints
- Appointment letters, Prep texts, Portal messages
- What we do
- SMS and email versions with channel checks
- Measure it feeds
- No-show rate (your data)
Stage 2: Register & Consent
- Touchpoints
- Consent forms, Financial notices, Privacy notice
- What we do
- Revise to target grade; Spanish, and content in 45 languages and regional variants; accessibility review
- Measure it feeds
- Consent-process tracer findings
Stage 3: Diagnose & Explain
- Touchpoints
- Condition handouts, Test-result letters
- What we do
- Create handouts from your trusted sources, with citations
- Measure it feeds
- HCAHPS communication items
Stage 4: Treat & Prepare
- Touchpoints
- Pre-procedure instructions, Medication guides
- What we do
- Clinical integrity check: dose, route, step order, "do not" rules
- Measure it feeds
- Day-of-procedure cancellations (your data)
Stage 5: Discharge
- Touchpoints
- Discharge instructions, Medication lists
- What we do
- Teach-back handouts; Teach-Back simulator for staff
- Measure it feeds
- Information Transfer PRO-PM; HCAHPS Information About Symptoms
Stage 6: Recover & Follow-up
- Touchpoints
- Warning-sign sheets, Follow-up texts
- What we do
- Journeys with persona variants across text, call guide and letter
- Measure it feeds
- Follow-up visit completion, 30-day readmissions
Stage 7: Prevent & Sustain
- Touchpoints
- Screening reminders, Chronic-care plans
- What we do
- Action plans and checklists at target grade
- Measure it feeds
- Preventive-care measures, portal engagement
Measures these touchpoints feed. Clear papers are one part of each measure. A study against your own starting point shows how much they add.
Built for healthcare, compared with general-purpose AI
| What you need | General-purpose AI out of the box | HealthLiteracyCopilot | Rung |
|---|---|---|---|
| Reviewer workflow and approvals | Not provided | Approve, edit or skip each change; a decision record for each document | L2 |
| Journeys and channel previews | Not provided | Touchpoint matrix and channel previews for email, text, letter, web and more | L4 |
| Channel limits checked | Not checked | Text message segments and opt-out; email subject and preview text lengths | L2 |
Reviewer workflow and approvalsRung: L2
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- Approve, edit or skip each change; a decision record for each document
Journeys and channel previewsRung: L4
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- Touchpoint matrix and channel previews for email, text, letter, web and more
Channel limits checkedRung: L2
- General-purpose AI out of the box
- Not checked
- HealthLiteracyCopilot
- Text message segments and opt-out; email subject and preview text lengths
See all 16 differencesHide the full comparison
| What you need | General-purpose AI out of the box | HealthLiteracyCopilot | Rung |
|---|---|---|---|
| Scoring against health-literacy standards | Can simplify on request; no built-in N-PLAT or PEMAT scoring | N-PLAT and PEMAT scores, item by item | L2 |
| Spanish measured as Spanish | No built-in Spanish readability measures | SOL, Fernández-Huerta and INFLESZ, with targets per document type | L1 |
| Meaning kept after a rewrite | Depends on the prompt; no automatic check | Meaning check and clinical integrity check on every revision | L2 |
| Your brand voice, glossary and content types | Re-entered in each prompt | Set once in profiles; every team inherits them | L2 |
| Answers grounded in your sources | General knowledge unless you add files | Your knowledge base, with citations; strict mode refuses rather than guess | L2 |
| Reviewer workflow and approvals | Not provided | Approve, edit or skip each change; a decision record for each document | L2 |
| Version history and audit trail | Chat history only | Locked versions and an append-only audit trail you can export | L2 |
| Accessibility review with evidence | Not provided | WCAG 2.1 AA review; a qualified reviewer decides; an attested record is kept | L2 |
| Accreditation evidence | Not provided | Evidence organized against the requirements you track, with binders and share links | L2 |
| Testing with simulated readers | Not provided as a method | Persona testing: cloze, teach-back, action and numeracy probes, with confidence bands | L3 |
| Journeys and channel previews | Not provided | Touchpoint matrix and channel previews for email, text, letter, web and more | L4 |
| Channel limits checked | Not checked | Text message segments and opt-out; email subject and preview text lengths | L2 |
| Numbers flagged for checking | Not flagged | A "Numbers to verify" card for every dose, date and dollar amount | L2 |
| Workforce training | Not provided | ClearComm Academy and the Teach-Back simulator | L3–L4 |
| Security and access | Varies by vendor and plan | HealthcareGPS is SOC 2 Type II audited and HIPAA compliant; separate tenant per organization; role-based access | Enable |
| An independent grade | Grades its own draft if you ask | The scorer never grades its own revisions; what it can't score with confidence goes to a person | L2 |
Scoring against health-literacy standardsRung: L2
- General-purpose AI out of the box
- Can simplify on request; no built-in N-PLAT or PEMAT scoring
- HealthLiteracyCopilot
- N-PLAT and PEMAT scores, item by item
Spanish measured as SpanishRung: L1
- General-purpose AI out of the box
- No built-in Spanish readability measures
- HealthLiteracyCopilot
- SOL, Fernández-Huerta and INFLESZ, with targets per document type
Meaning kept after a rewriteRung: L2
- General-purpose AI out of the box
- Depends on the prompt; no automatic check
- HealthLiteracyCopilot
- Meaning check and clinical integrity check on every revision
Your brand voice, glossary and content typesRung: L2
- General-purpose AI out of the box
- Re-entered in each prompt
- HealthLiteracyCopilot
- Set once in profiles; every team inherits them
Answers grounded in your sourcesRung: L2
- General-purpose AI out of the box
- General knowledge unless you add files
- HealthLiteracyCopilot
- Your knowledge base, with citations; strict mode refuses rather than guess
Reviewer workflow and approvalsRung: L2
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- Approve, edit or skip each change; a decision record for each document
Version history and audit trailRung: L2
- General-purpose AI out of the box
- Chat history only
- HealthLiteracyCopilot
- Locked versions and an append-only audit trail you can export
Accessibility review with evidenceRung: L2
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- WCAG 2.1 AA review; a qualified reviewer decides; an attested record is kept
Accreditation evidenceRung: L2
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- Evidence organized against the requirements you track, with binders and share links
Testing with simulated readersRung: L3
- General-purpose AI out of the box
- Not provided as a method
- HealthLiteracyCopilot
- Persona testing: cloze, teach-back, action and numeracy probes, with confidence bands
Journeys and channel previewsRung: L4
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- Touchpoint matrix and channel previews for email, text, letter, web and more
Channel limits checkedRung: L2
- General-purpose AI out of the box
- Not checked
- HealthLiteracyCopilot
- Text message segments and opt-out; email subject and preview text lengths
Numbers flagged for checkingRung: L2
- General-purpose AI out of the box
- Not flagged
- HealthLiteracyCopilot
- A "Numbers to verify" card for every dose, date and dollar amount
Workforce trainingRung: L3–L4
- General-purpose AI out of the box
- Not provided
- HealthLiteracyCopilot
- ClearComm Academy and the Teach-Back simulator
Security and accessRung: Enable
- General-purpose AI out of the box
- Varies by vendor and plan
- HealthLiteracyCopilot
- HealthcareGPS is SOC 2 Type II audited and HIPAA compliant; separate tenant per organization; role-based access
An independent gradeRung: L2
- General-purpose AI out of the box
- Grades its own draft if you ask
- HealthLiteracyCopilot
- The scorer never grades its own revisions; what it can't score with confidence goes to a person
Who uses it
Next step
HealthcareGPS is SOC 2 Type II audited and HIPAA compliant. How we protect your documents
Questions
Do we keep our own send platform?
Yes. Engagement activation can send through your existing channels, or you export and send as usual.
What happens when a source document changes?
Touchpoints built on it are marked stale, so you know what to recheck.