In a housing setting, journey mapping is a powerful tool enabling the reframing and shaping of services and interactions to maximise the customer experience. This in turn helps improve satisfaction, engagement, performance and value for money as well as the relationships tenants and landlords have.
This 3-hour interactive session will cover:
This course will be useful for everyone wanting a basic understanding of customer journey mapping. It will take you through the theory all the way to the development of a map and the next steps including actions, prioritising, evaluating and driving change.
This tool is invaluable if you want to:
Who should attend?
This training is essential for everyone with a passion for improving services – staff, team leaders and managers! If you're interested or responsible for reviewing services/processes or developing effective service improvement plans, particularly those who want to improve services based on a tenant centred approach.
This session is also extremely useful for tenants involved in scrutiny, equipping them with the knowledge and tools to effectively scrutinise the services of their landlord and report back in a visually engaging way.