Customer journey notes | Really Useful Day | Bury St Edmunds | May 2013
A write-up of the customer journey work we did at Really Useful Day Bury St Edmunds on 9 May 2013.
- We looked at 5 customer tasks, ranging from 'Pay your parking fine' to 'Report a missed bin collection', following each journey from www.gov.uk to 3 randomly chosen local authority websites.
- We critiqued the journeys, noting down what worked well and what could be improved.
- Finally, we came up with our version of a good customer journey for that task.
More than 500 people have worked on critiquing customer journeys and creating ‘model’ journeys for 26 key services. You can find them all on the Model customer journeys page.