A map shows possible routes to get from point A to point B. Maps can be on paper, on a screen, or in the sky (for celestial navigators). What maps lack is information on what a journey will be like for the map user. For the public and private sector, this mystery is critical to unravel in order to ensure an optimal user experience. To better understand how to resolve pain points or optimize access, the first step for contractors and federal agencies is understanding how constituents experience services. A user journey map and customer service blueprint are two crucial tools that help with this step.
User journey maps and customer service blueprints provide a visual representation of the entire customer experience, from experiencing a need and the initial contact to post-service interactions. This helps in gaining a deep understanding of the customer’s perspective. Sometimes this can reveal pain points or areas where customers may face difficulties or frustrations. Customer service blueprints, in particular, outline the internal processes and responsibilities to meet customers’ needs and create desirable and sustainable experiences. These tools facilitate better communication and alignment within an organization. They help in breaking down silos by visualizing how different departments or teams contribute to the customer’s journey.
For MO and Digital Foundry, these tools were critical in helping VA develop a more holistic understanding of their IT systems. Utilizing user journey-based service blueprints, they were able to create an inventory catalog that visualizes IT systems. These efforts ultimately enhance transparency into VA systems and customer experiences to enable more informed decision-making for a diverse range of VA employees. The combination of MO’s human-centered research and design expertise, partnered with Digital Foundry’s prowess in technical exploration, system design, and delivery positioned the teams to bring success, sustainability, and innovation to the project.
Now MO and Digital Foundry are partnering again, along with Fearless, to form Team MO and pursue VA’s SPRUCE IDIQ. Bringing over 50 years of collective experience in delivering secure, thoroughly tested, and scalable cloud-based solutions, Team MO is ready to continue serving Veterans.
