September 14, 2021 Customer experience
Customer centricity, journey mapping capability, and cross-function relationship building were the main goals of our work with Central Coast Council (NSW). We used the creation of current state journey maps for five key customer transactions as a way of bringing Council staff together and demonstrating (for the first time!) what the end-to-end experience looks like from a customer perspective.
Image: Customer service front and centre on Council website
We helped the Council’s small Customer Experience team to achieve two main outcomes:
1. In-house customer journey mapping capability; and
2. Detailed customer journey maps for key interactions residents have with Council, including: rates and water billing, barking dog complaints, public tree maintenance, mowing, and pothole maintenance.
We set the team up with methods for conducting "journey mapping workshops" with stakeholders across Council. This strengthened their relationships, helped colleagues from lots of different teams to see the big picture from a customer perspective, and highlighted pain points to prioritise and tackle together.
This project was set up as a "work with us and build our capability" project from the beginning so we were very deliberate about explaining the 'why' behind each step and ensured everything we created would be easy for the team to use without our involvement.
We helped the Council team to:
Congratulations to Ellen Suarez and team! They received Highly Commended for Innovative Leadership and Management at the 2020 Local Government Excellence Awards.
The visitor experience journey map we created with Australian Centre for Moving Image (ACMI) helped ACMI to secure $36.6m in development funding, and inspired museums around the world to adopt a similar approach. Read about ACMI's customer centric approach here.