Which steps are contained in the first phase of experience mapping?

This question aligns with Design and Innovation , specifically experience mapping and human-centered design. In CPXP methodology, the first phase of experience mapping focuses on gathering data to understand the current state of the patient journey. Option C is correct because data gathering —through interviews, observations, feedback, and other qualitative and quantitative sources—is essential before any analysis or design work begins. This phase establishes a comprehensive understanding of patient and family experiences. Option B (tell and sketch the story) and Option D (identify moments of truth) occur in later phases when insights are synthesized. Option A (prioritize and create storyboards) is part of solution development. CPXP emphasizes that effective innovation begins with deep understanding , making data gathering the foundational first step.