- Better online application
- Didn’t know about website or could apply online.
- Unaware of Calfresh.
- Radio Annouce, Billboards, Poster, TV sports, youtube video, Preparedness/what to bring
Define goals and metrics
Select customer segment-“Persona”
Sketch initial journey map-phases
Observe for insight and empathy
Summarize observations-build the map
Identify key pain points
Prioritize action steps
Implement action steps and measure impact
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You Can Solve With The Customer Journey Map
1.Creating a Seamless Omni-Experience
2. Closing Gaps Between Departments
3. Understanding Your Data
- Bottleneck at document checking
- By studying customer journey. Most of the problem are people don’t have all the documents.
- If people don’t have document ready just waste time at security.
- Waiting for interview is 30 minutes to 2 hours.
- Eliminate bottleneck by emulating Airport system.
Use Kiosk for checklist to check all document first and then go tosecurity check to enter the building