Summary:

·TheClient Digital Experience department is seeking an experienced consultant tobuild customer journey maps.

·Theprimary need is to have a baseline of people's interactions with Client so thatprioritization and ideation can occur to improve the pain points individualsexperience while interacting digitally with Client.

·Theartifacts created will systematically inform directions around digitalsolutions and technologies.

Workto be performed:

Consultantwill be responsible for the creation of up to 40 customer journey maps (throughpublicly accessible information) that are:

·Builtfrom templates and use a process that is easily repeatable by Client teams foradditional journeys.

·Designedto be malleable and editable for future iterations.

·Setup standard common phases that are within government services (such as: learn,use, visit, apply, submit, receive).

·Visuallyand graphically stimulating as well as easily understandable by those withoutsubject matter expertise

·Focuson the front-end service delivery.

·Displayswhat people are doing, thinking, feeling and the channels/ touchpoints theyexperience along the journey.

·Proposeand recommend opportunities for usage of maps to inform discover, design, anddevelopment phases.

Projectdeliverables include:

Upto 40 customer journey maps within these experiences:

·Property.Pay property taxes; see assessed value;review property description; etc.

·Permits.License, marriage, birth certificates, vehicle registration; etc.

·Needsassistance.Cash, emergency assistance,disabilities, mental health, housing, child protection; etc.

·Geta job at Client, see benefits; etc.

·Civicengagement.climate change, disparityreduction, voting/ elections, report a problem (transportation related);etc.

·Waste.Disposal, recycling, pollution, leadabatement, choose to reuse, etc.

Specificskills/experience required

·Demonstratedexperience in building precise, easily understandable journey maps.

·Abilityto quickly present current state services and experiences in the governmentsector.

·Track-recordof deliverables that build products that are malleable, and usable by userexperience and customer experience teams.

Preferredexperience/skills:

·Usageand familiarity with Lucid or other web-based diagramming applications.

·Creationof simple graphics and visuals to show complex ideas.

·Experienceconnecting with community members to verify hypothesis/ assumption maps.