As the citizen experience companyTM, we offer interactive learning workshops that provide you with the tools to start elevating the citizen experience (CX) at your agency.
Mapping Experiences: A Key to Understanding the Citizen
Have you ever put yourself in the minds of your citizen? Do you consider each citizen’s perspective as they interact with your agency’s services? Do you know the journey and moments of truth that citizens experience as they interact with your agency? Providing superior citizen experience requires that we understand our citizens in a different way. We must be able to put ourselves in their shoes and heads and be able to envision the whole experience of citizens from their perspective. This requires a more holistic and empathetic thinking, skills that we are rarely taught or called upon to use. This workshop will provide an overview of mapping, a process that helps to develop this way of thinking and provide the perspective needed to elevate the citizen experience. Experience mapping is one type of mapping activity that will help envision the encounters and relationships citizens have with our services. In this interactive workshop, you will learn the basics of mapping activities and specifically the process of experience mapping by participating in a guided mapping exercise.
This course will:
- Explain the benefit of mapping activities and how to use them as part of a citizen experience strategy
- Explain the key tasks for generating maps
- Explain the components of experience maps and their purpose in designing citizen experiences
- Describe the experience mapping process
You will leave with a clearer understanding of what is required to make mapping part of your CX efforts, tools to plan for a mapping activity and supports for helping influence your agency to adopt mapping as part of its strategic processes.
Who Should Take This Course
This course is designed for government employees at the manager or above level who are invested in understanding their citizens and their perspectives.
You will be provided with copies of instructor presentations and the hands-on exercises for your course, both printed and electronic.
Thursday, April 6, 2017
8 a.m. to 3 p.m.
Ronald Reagan Building and International Trade Center
1300 Pennsylvania Ave NW
Washington, DC 20004
There is no tuition fee for government attendees.
The CX workshop is facilitated by Dr. Josh Plaskoff.
Call us at 703-935-5000 or email email@example.com for more information.