Customer journey notes | Newbury Really Useful Day | October 2013
A write-up of the customer journey work we did at Really Useful Day Newbury in October 2013.
- We looked at customer tasks, ranging from 'Pay your council tax' to 'Complain about your council', 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.