Web Application Developer

Summary:

The Client Digital Experience department is seeking an experienced consultant to build customer journey maps.

The primary need is to have a baseline of peoples interactions with Client so that prioritization and ideation can occur to improve the pain points individuals experience while interacting digitally with Client.

The artifacts created will systematically inform directions around digital solutions and technologies.

Work to be performed:

Consultant will be responsible for the creation of up to 40 customer journey maps (through publicly accessible information) that are:

Built from templates and use a process that is easily repeatable by Client teams for additional journeys.

Designed to be malleable and editable for future iterations.

Set up standard common phases that are within government services (such as: learn use visit apply submit receive).

Visually and graphically stimulating as well as easily understandable by those without subject matter expertise

Focus on the frontend service delivery.

Displays what people are doing thinking feeling and the channels/ touchpoints they experience along the journey.

Propose and recommend opportunities for usage of maps to inform discover design and development phases.

Project deliverables include:

Up to 40 customer journey maps within these experiences:

Property. Pay property taxes; see assessed value; review property description; etc.

Permits. License marriage birth certificates vehicle registration; etc.

Needs assistance. Cash emergency assistance disabilities mental health housing child protection; etc.

Get a job at Client see benefits; etc.

Civic engagement. climate change disparity reduction voting/ elections report a problem (transportation related); etc.

Waste. Disposal recycling pollution lead abatement choose to reuse etc.

Specific skills/experience required

Demonstrated experience in building precise easily understandable journey maps.

Ability to quickly present current state services and experiences in the government sector.

Trackrecord of deliverables that build products that are malleable and usable by user experience and customer experience teams.

Preferred experience/skills:

Usage and familiarity with Lucid or other webbased diagramming applications.

Creation of simple graphics and visuals to show complex ideas.

Experience connecting with community members to verify hypothesis/ assumption maps.