AIFS – Customer journey mapping and what it can tell us about our service systems

Evaluation can provide insights into how clients experience and use services, but it’s not the only way to access knowledge that can transform service systems. Customer journey mapping is one alternative method that is focused on collecting information about customers/clients to build a detailed picture of client needs, interactions and experiences from service entry to exit. This approach, which prioritises qualitative data, can produce powerful insights into where service improvements are needed and how to produce better experiences for staff, management and clients.

Kat Goldsworthy from the Evidence and Evaluation Support team at AIFS will sit down with strategic designer Monique Rappell to discuss customer journey mapping, a technique that evaluators and program managers can use to get a holistic understanding of their clients’ experience and enhance their service design.

This webinar will give a brief introduction to the approach and explore when and where to use it, the steps involved in the process and what you can do with the findings.

This webinar will give you:

• an understanding of what customer journey mapping is and what it involves
• an understanding of what insights and knowledge you can gain from customer journey mapping
• insight into the role of customer journey mapping in understanding and enhancing complex service systems.

This webinar will interest program managers and evaluators working in child and family services.

Please note: This pre-recorded interview runs for 30-minutes. There will be no live facilitation or audience questions.

REGISTER