Summary:
· The Client Digital Experience department is seeking an experienced consultant to build customer journey maps.
· The primary need is to have a baseline of people's interactions with Client so that prioritization and ideation can occur to improve the pain points individuals experience while interacting digitally with Client.
· The artifacts created will systematically inform directions around digital solutions and technologies.
Work to be performed:
Consultant will be responsible for the creation of up to 40 customer journey maps (through publicly accessible information) that are:
· Built from templates and use a process that is easily repeatable by Client teams for additional journeys.
· Designed to be malleable and editable for future iterations.
· Set up standard common phases that are within government services (such as: learn, use, visit, apply, submit, receive).
· Visually and graphically stimulating as well as easily understandable by those without subject matter expertise
· Focus on the front-end service delivery.
· 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.
· Get a job at Client, 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.
Specific skills/experience required
· 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.