Case study: researching public services experience
This case shows how a consultancy agency together with a local governmental institution in Chile worked to understand and improve the customer as well as the employee experience.
This is how a governmental institution together with a consultancy agency in Chile worked together and achieved their preset goals of improving their service for customers.
The metaphor of this project was that working on the customer and employee journey was a journey in itself.Pedro Seguel
Innovation consultant at Aukan DICTUC
By including both the internal and external view they succeeded in visualizing service gaps within the user journeys and start implementing change within the organization.