Customer journey notes | Stevenage Really Useful Day | January 2014 |
At our "Really Useful Day: GOV.UK and user journeys" (Stevenage, 31 January 2014), council web, service and policy teams worked on critiquing and improving several customer journeys:
- Groups looked at these customer journeys: 'Pay your council tax', 'Pay your parking fine', ‘Report a pothole', 'Report a missed bin collection', 'Apply for a secondary school place', 'Find my nearest recycling site' and 'I am homeless'.
- Groups followed each journey on 3 randomly chosen local authority websites, critiquing the journeys and noting down what worked well and what could be improved.
- Finally, they came up with their version of a model customer journey for that task.
Over 500 people have worked on critiquing customer journeys and coming up with ‘model’ journeys for 26 key services. You can find them all on the customer journeys page.