Digital experience department seeking an experienced consultant to build customer journey maps. The primary need is to have a baseline of people's interactions with so that prioritization and ideation can occur to improve the pain points individuals experience while interacting digitally with the organization. The artifacts created will systematically inform directions around digital solutions and technologies.
2. Work to be performed
Project work includes:
Consultant will be responsible for the creation of up to 40 customer journey maps (through publicly accessible information) that are:
1) Built from templates and use a process that is easily repeatable by teams for additional journeys.
2) Designed to be malleable and editable for future iterations.
3) Set up standard common phases that are within government services (such as: learn, use, visit, apply, submit, receive).
4) Visually and graphically stimulating as well as easily understandable by those without subject matter expertise
5) Focus on the front-end service delivery.
6) Displays what people are doing, thinking, feeling and the channels/ touchpoints they experience along the journey. Propose and recommend opportunities for usage of maps to inform discover, design, and development phases.
Project deliverables include:
Up to 40 customer journey maps within these experiences: • Property. Pay property taxes; see assessed value; review property description; etc. • Permits. License, marriage, birth certificates, vehicle registration; etc. • Needs assistance. Cash, emergency assistance, disabilities, mental health, housing, child protection; etc. • Work at org. Get a job at org, see benefits; etc. • Civic engagement. climate change, disparity reduction, voting/ elections, report a problem (transportation related); etc. • Waste. Disposal, recycling, pollution, lead abatement, choose to reuse, etc.
3. Specific skills/experience required
Required experience/skills: • Demonstrated experience in building precise, easily understandable journey maps. • Ability to quickly present current state services and experiences in the government sector. • Track-record of deliverables that build products that are malleable, and usable by user experience and customer experience teams.
Preferred experience/skills: • Usage and familiarity with Lucid or other web-based diagramming applications. • Creation of simple graphics and visuals to show complex ideas. • Experience connecting with community members to verify hypothesis/ assumption maps.