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Customer First, Customer Throughout is not a formal, structured development process. It does, however, represent a way of thinking that ensures that customer perspectives are placed firmly at the centre of the way organisations approach the planning and development of services.
Organisations need to undertake specific work that builds customer learning into a credible management evidence base, upon which decisions can be made. JOURNEY places great store in Customer Insight – the synthesis of accurate consumer data and research into deep understanding – as it helps us truly understand not only what the public is doing but, more importantly, why they are doing it.
We are also highly skilled and experienced in translating such insight into action. Which is why we place great emphasis on working with project teams to shape innovation processes around insight. Not just technical product improvement innovation, but service innovation, where we inspire management to help shape different future possibilities.
Indeed high quality insight can inspire Innovation across the whole organisation, not simply in new products, but also in service design and delivery. Through the consistent application of insight, management can be confident that project team innovations will be focused on delivering for the customer.
Throughout any project we ensure structured evaluation at each key stage. Building the measurement of customer expectations and experience into the fabric of each project ensures that effective outcomes, delivered efficiently, become key touchstones for all.
We are also building a significant new expertise in the measurement of customer experience in the context of public service.
Yet before these methodologies can deliver any real impact, there is another core skill required to deliver sustainable change: engagement. JOURNEY ensures that from the outset of any development process, key stakeholders are not only aware of project objectives, but see themselves as central to successful outcomes. Once started, the role of engagement continues throughout the project life, towards the successful outcome that everyone seeks.
Each of these Service Foundations – Engagement, Insight, Innovation and Evaluation – can be commissioned independently by a Client, but are always an essential feature of each of our service offerings.
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