Customer journey workshop outcomes | Oxford Really Useful day | July 2014
At our Really Useful Day: Improving User Journeys, 23 July 2014 in Oxford, groups worked on critiquing and improving several customer journeys on council websites:
- Groups looked at user journeys for: 'Pay your council tax', 'Pay your parking fine', ‘Report a missed bin collection’, ‘Find my nearest recycling site’, ‘View a planning application’ and ‘Find out about jobs at your council’.
- 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.
At our Really Useful Days, 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.