Customer journey notes | Leeds Really Useful Day | September 2012

28 Sep 2012

Document details:

A write-up of the customer journey work we did at "Really Useful Day: GOV.UK and user journeys" (Leeds, 28 September 2012).

  • We looked at 6 customer tasks, ranging from 'Apply for Housing Benefit' to 'School term and holiday dates', 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.

Customer journey notes - Leeds Really Useful Day
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Customer journeys from the Leeds 2012 Really Useful Day

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