Model customer journeys

Good customer journeys are difficult to create – thankfully, local authorities all over the UK have done some of the hard work for you.

At our Really Useful Days, local authorities work together in groups, looking at customer journeys on council websites. Groups critique three examples of the journey, discussing what the three examples get right and wrong. They then come up with their own model / ideal version.

We have collated 26 customer journeys so far, that have been worked on by over 500 people from councils across England, Wales and Scotland.


Children and schools


Motoring and roads


People needing extra help


Tax and benefits


Waste and recycling


Other