The first day is all about sharing information and onboarding all participants to the problem space. It's important to establish a common understanding for what's going to be worked on. This makes it possible to work on this together in the first place.
Ownership |
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Goals |
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Participants |
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The facilitator is responsible to set up the sessions and guide the group through the day.
Journey mapping is a powerful visualization tool that outlines the steps a person takes to reach a goal, offering invaluable insights in transforming eGovernment services. The video provides an overview of the journey mapping and explains how to use the template.
It's recommendable to start by sharing findings from the different areas after introducing to the existing as-is-journey. These findings should be used to expand the as-is-journey and to enrich it with user centered information. For this, especially the inclusion of a civil servant or other government official concerned with the matter can make a big difference.
These information will help for the second part of the day, where the collaborative effort to set up the to-be-journey is the primary and shared goal.
Finally, the team finishes Monday, when a to-be-journey is in place, including all possible pain points from user perspectives and insights collected upfront.
