Date of Award

Fall 2022

Degree Type

Open Access Dissertation

Degree Name

Public Health, DPH


School of Community and Global Health

Advisor/Supervisor/Committee Chair

C. Anderson Johnson

Dissertation or Thesis Committee Member

Jessica Clague DeHart

Dissertation or Thesis Committee Member

Bernie Jaworski

Terms of Use & License Information

Creative Commons Attribution 4.0 License
This work is licensed under a Creative Commons Attribution 4.0 License.

Rights Information

© 2022 Cindy Delgado


Customer Experience Journey Mapping (CXJM), Diabetes Prevention Program, Hispanic/Latino, Mixed-Methods, Older adults, Telehealth

Subject Categories

Marketing | Public Health


Introduction: This study captured the experiences of diabetic patients and their coaches during the Covid- 19 transition to virtual delivery. Previous research has focused on the feasibility and effectiveness of in-person versus telehealth delivery of Diabetes Prevention Program (DPP). However, few studies have merged perspectives from the field of ethnic studies, public health, and customer service research during a pandemic to understand the experience of telehealth from end-users. Methods: A mixed-methods evaluation was conducted using interviews and quantitative surveys to provide insight into personal perspectives to in-person and telehealth experience. A customer-experience journey map (CXJM) was then created of Stopping Diabetes in Its Tracks (SDIT), a transdisciplinary engineered system that delivers holistic diabetes prevention and management to inform equitable telehealth infrastructure development and virtual delivery of future programs. Results: The CXJM was a useful method to identify and visualize key program touchpoints and critical stages where change can provide the most benefits. In addition, it provided insight into exceptional positive and negative experiences with in-person and telehealth class modality providing implications for future programs that want to transition to telehealth. Although the study had a small sample size (n=10), 70% of participants identified as Hispanic/Latino and were older adults. Their experiences and reflections offer recommendations for future chronic disease management programs that want to provide tailored care to these population groups. Conclusion: The study of telehealth experience is still in its infancy. Understanding individuals and institutions experiences with acceptance, adoption, and implementation will be critical moving forward. As the aging population grows, tailored approaches will be critical to improve quality of telehealth while also addressing concerns with unsatisfaction.



Available for download on Friday, September 06, 2024