Government agencies know that providing good customer experience is central to their mission, but much of what creates a positive experience takes place behind the scenes: It’s how happy public-sector employees are at their jobs.
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Journey mapping is a simple yet powerful way to explore the experiences people have with your services and generate insights on how you can improve them.
There was a time when government paid little attention to how consumers interacted with it, and the Department of Veterans Affairs was no different. But today, the VA is at the forefront of changing that. The VA’s deputy chief veterans experience officer explains both her vision and the obstacles ahead.