Do you know what it’s really like to use your services?
Introduces journey mapping, a practical tool for revealing how people experience public services so your team can identify gaps and make targeted, meaningful improvements. Practice applying lessons to a real challenge of your choosing.
Learn to:
Map experiences from the perspective of the people your program serves
See services as part of a person’s full path toward a goal, not just a transaction
Know when and why journey mapping is the right tool
Get started on your own journey map with confidence
Walk away with:
Why this matters:
The challenges of delivering public services can be so complex that we forget about the experiences of both the public and those serving them. Journey mapping makes that experience visible and actionable, helping you better shape experiences that are consistent with the goals and values of your service and organization.
Do you know what it’s really like to use your services?
Introduces journey mapping, a practical tool for revealing how people experience public services so your team can identify gaps and make targeted, meaningful improvements. Practice applying lessons to a real challenge of your choosing.
Learn to:
Map experiences from the perspective of the people your program serves
See services as part of a person’s full path toward a goal, not just a transaction
Know when and why journey mapping is the right tool
Get started on your own journey map with confidence
Walk away with:
Why this matters:
The challenges of delivering public services can be so complex that we forget about the experiences of both the public and those serving them. Journey mapping makes that experience visible and actionable, helping you better shape experiences that are consistent with the goals and values of your service and organization.
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