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Really Useful Day March 2012 - Customer Journeys

Really Useful Day March 2012 - Customer Journeys

Uploaded by Abby Rudland, 10/04/12 12:51
A write-up of the customer journey work we did at "Really Useful Day: GOV.UK to local" (2 March 2012). We looked at 16 customer tasks, ranging from 'Get on the electoral register' to 'Report a pothole', and followed each journey through from www.gov.uk to 3 randomly chosen local authority websites. We critiqued the journeys, noting down what worked well and what could be improved. Finally, we came up with our version of a good customer journey for that task.
Tags: directgov local directgov local council website digital websites lgsl lgil customer journeys web improvement .gov.uk web usability council websites website improvement local government websites really useful day