QUESTION 01
Loading page
GOVERNMENT CUSTOMER EXPERIENCE
People may need to use a service rather than choose it. Focus on understandable eligibility information, application progress, accessible alternatives and continuity across departments. Service experience is assessed within the agreed public-service scope.
JOURNEY IN FOCUS
QUESTION 01
QUESTION 02
QUESTION 03
Agree the channels, locations, customer groups and observation period before collecting information. Use anonymised or minimised records where possible.
Depending on the agreed engagement, useful outputs can include:
Scope and included deliverables are confirmed in a proposal. Comparisons require consistent methods and sufficient evidence; they are not inferred from a few isolated observations.
Understand the path from first impression to lasting relationship—and where customers lose momentum.
EXPLORE CUSTOMER JOURNEY MAPPINGFind the friction in websites, forms and digital journeys that makes doing business harder.
EXPLORE DIGITAL EXPERIENCEGive teams a shared direction for improving customer relationships.
EXPLORE CUSTOMER EXPERIENCE STRATEGYA CLEARER PICTURE STARTS HERE
Identify the moments helping—or hurting—your customer relationships.