Customer journey mapping

Customer journey mapping is a strategic tool to ensure every interaction a customer has with your organisation is as positive as it can be. This guide will help you use this tool effectively.

In government, the process of providing a service or ‘product’ is often complex, with multiple interactions taking place over long timeframes with little by way of tangible outputs.

It a key tool to help understand how the public experiences the delivery of services, especially in terms of identifying ‘moments of truth’. These are the critical points when activities or initiatives are most likely to succeed or fail.

Download the Customer Journey Mapping tool (PDF, 78kb)
Download the full guide (PDF, 235kb)