Imagine if the U.S. government understood each of its services through the eyes of our customers. How might Federal agencies change their approach or better work together? How might citizens think differently about those services and their overall experience with government?
Our hypothesis is that a human-centered perspective can yield better results. Our team conducted three inter-agency research efforts to understand how customers navigate across multiple Federal agencies and even levels of government at specific moments in their lives. This can help to identify specific opportunities that are most meaningful to actual people to improve.Learn more about this effort
About Journey Maps
What is a journey map and how do you read it?
Journey maps serve as a summary of voices of actual people and represent their experiences at points along a series of steps across some time period. When reading a journey map, the actions at the core of the image show high-level steps along the journey, while the other elements reveal research insights that can inform opportunities for improvement.
What is the purpose of a journey map?
The Federal Customer Experience team, led by the Office of Management and Budget, partnered with 10+ agencies for a human-centered approach to improving critical moments in our customers’ lives. The research and production of these maps can help to align our collective understanding of how a service delivery system is experienced by the public. Through identifying common barriers, we can improve coordinating efforts across the Federal government.
How will this journey map be used?
Although it’s difficult to re-design complex delivery systems, specific barriers along a journey can indicate areas that matter most to the people we serve. The journeys above show that more broad interagency efforts (e.g., on “veterans employment”) can be slower to deliver changes than scoped challenge areas (e.g., “better connecting job searching platforms”). We plan to form interagency design teams that convene experts to prototype and test solutions for streamlining services.