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Time to put your customer hat on

Time to put your customer hat on. Each table = 3 examples of a user journey. 1 = good 1 = average 1 = not very good. GOV.UK homepage. We want to report a pothole. We need to put in our postcode (Liverpool in case you’re wondering). GOV.UK confirms our location.

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Time to put your customer hat on

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  1. Time to put your customer hat on

  2. Each table = 3 examples of a user journey

  3. 1 = good 1 = average 1 = not very good

  4. GOV.UK homepage

  5. We want to report a pothole.

  6. We need to put in our postcode (Liverpool in case you’re wondering).

  7. GOV.UK confirms our location

  8. GOV.UK has taken us to a deep-link on Liverpool Council’s site. • It tells us quickly and simply how to report a pothole

  9. Your task (should you choose to accept it…)

  10. 1. Nominate: • someone to take notes • someone to present the group’s findings

  11. 2. For each journey:- - What’s good? - What’s bad?

  12. 1. Nominate: • note-taker • presenter 2 mins • 2. For each journey: • - What’s good? • - What’s bad? 30 mins for all 3

  13. Over to you

  14. Getting on the electoral register acceptance criteria • It’s done when the user: • Knows whether they are eligible • Knows how to apply • Knows ……? • Knows ……? 10 mins

  15. 3. Come up with your group’s model customer journey 20 mins

  16. Feedback Good Stuffabout the journeys you looked at Bad Stuffabout the journeys you looked at Your model user journey

  17. 4. Look at this user journey on your council’s website 15 mins

  18. 4. Look at this user journey on your council’s website How does it compare to the model user journey? Does it answer the acceptance criteria? How do you rate the journey from 1 to 10? What changes, if any, do you need to make to it? 15 mins

  19. Feedback Open discussion – tell me what you found out

  20. Final 3 questions for our discussion…

  21. 1. What might stop you implementing the user journey you’ve come up with? (blockers)

  22. 2. What solutions can you think of for these ‘blockers’.

  23. 3. What are the next steps for our council?

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