Visualising the customer's needs
We worked hand-in-hand with Lane Cove Council, defining the project's scale and aims through fifteen Lane Cove Council stakeholder and staff interviews before reaching out to their customers through fifty resident interviews and a complete social media review.
Connecting with Lane Cove Council's customers and listening to their voice produced vital insights that we mapped into five separate customer journeys related to core services: Tree Removal Applications, Hard Rubbish Collection, Council Venue Bookings, Parking Permit Application and After Hours Assistance.
For each journey, we created a hybrid customer journey map that incorporated the current state, mapping the touchpoint, resident problem, connected emotion, supporting verbatim and key insights, alongside a reimagined future state with proposed solutions to the uncovered issues. This was delivered within a 5-week sprint to match the resources and scale of the problems.
Building a CX roadmap of actionable initiatives
Visualising both the current customer journey map and an ideal future state allowed us to create a tangible roadmap of actionable initiatives that would lead Lane Cove Council to their model customer journey through attainable short, medium and long term goals.
These scalable initiatives gave Lane Cove Council the tools they needed not only to address their customer's needs in the short-term, but to stay agile enough to address changing customer expectations in the long-term.