You are looking to:

• Develop a deeper understanding of the services you deliver and their impact on the lives of your customers
• Deepen your understanding of the behaviours, values and identity of a particular demographic segment
• Identify the drivers behind user behaviours that you are seeking to change
• Paint a clear picture of user experience to provide focus for a service that cuts across multiple agencies or government levels
• Customise and tailor your services in a way that is sustainable for your organisation

We can help by:

• Creating user experience pathways/models that organise and allow you to leverage user experience intelligence to improve services and outcomes
• Describing demographic segments in meaningful ways that provide a bridge to action
• Creating user typologies as a tool for targeting and tailoring your services
• Mapping the path people take through your services, revealing actors, interactions, points of friction, and points of success
• Mapping the path through a potential service to determine feasibility from a user and government perspective
• Mapping the relationship between services, perhaps from different departments, that come together to meet a user end-goal
• Illustrating how the pathways of users, delivery intermediaries, partners and the organisation connect to deliver a service
• Mapping experience touch-points to business processes, organisational arrangements, IT tools, technology and other organisational capabilities

What we have done:

• Experience pathways of health-care providers. We worked with an agency to map the experience pathways of health-care providers with the health-care system. The goal for this project was to better understand the needs and experiences of a very complex and diverse group of users in the health system.To do this we segmented the provider market, we conducted user-based workshops and we observed providers in action at their own premises. This exploratory research project led to significant insights about the needs of health professionals and provided a much deeper and more practical view about how the agency could communicate and interact with these key providers in the health system.
• Tailored pathway training. We used tailored pathways as a training tool for communication specialists, compliance and education officers, banking and insurance staff.The pathways provided a means to understand the power of taking a client perspective to build empathy, identify opportunities for positive interaction, and achieve outcomes for both the end user and the organisation.

Examples of what we deliver:

• Service pathway maps
• Service system maps
• User experience frameworks/models
• Current and desired future state maps
• Personas and profiles
• Customer behavioural segmentation
• User observation techniques and methods