Customer journey workshop outcomes | Really Useful Day | Durham | December 2014

12 Dec 2014

At our "Really Useful Day: GOV.UK and user journeys" (Durham, 12 December 2014), council web, service and policy teams worked on critiquing and improving several customer journeys on council websites:

  • Groups looked at user journeys for: 'Search the register of planning applications', 'Pay your council tax', 'Report a missed bin collection', and 'Pay a parking fine’.
  • Groups followed each journey on 3 randomly chosen local authority websites, critiquing the journeys and noting what worked well and what could be improved.
  • Finally, they came up with their version of a model customer journey.

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.

Really Useful Day Durham - Write up of customer journeys
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