Customer journey notes | Carlisle Really Useful Day | March 2014
Council web, service and policy teams 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 pothole', 'Complain about your council', 'Apply for a job 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.
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 Customer journeys page.