Customer journey notes | London Really Useful Day | March 2012
Notes and discussion of the customer journey work done at "Really Useful Day: GOV.UK to local" in London on 2 March 2012. Local authority employees worked to:
- look at 16 customer tasks, ranging from 'Get on the electoral register' to 'Report a pothole', and followed each journey through from www.gov.uk to 3 randomly chosen local authority websites
- critique the journeys, noting down what worked well and what could be improved
- come up with a version of a good customer journey for a particular 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.