Use 'Journey Maps' to Understand and Improve People's Interactions with Public Services

Jordan-Detamore, Greg; GovLoop

Date

2023-05-30

Author

Jordan-Detamore, Greg; GovLoop

Abstract

Journey maps, vital for user-centered government services, visualize experiences and emotions during interactions. Examples span criminal record expungement, VA hospital visits, and agency processes. By documenting emotions and pain points, these maps provide insights for improved public services.

Link to Resource

https://www.govloop.com/community/blog/use-journey-maps-to-understand-and-improve-peoples-interactions-with-public-services/

Rights Statement

The digital resources on this site, held by the Center for Employment Security Education and Research, Inc.'s WITSC e-Library, are provided to the WITSC user community. Further distribution and/or any commercial use of the resources from this site is strictly forbidden without the permission of the copyright holder.

URI

http://hdl.handle.net/20.500.11941/4952