Journeys and blueprints for Test and Trace and Community Testing
Mapping ideal customer journeys and service blueprints across the Test and Trace and Community Testing digital programmes.
1The client
During the pandemic the Test and Trace and Community Testing programmes were developing digital services at speed across many teams and suppliers.
2The challenge
Stakeholders needed visibility of developments across the programme, and a shared picture of the ideal customer journey so that the different services joined up for the public.
The main objectives were to:
- Gain visibility of developments across the Community Testing programme
- Map ideal customer journeys and service blueprints for the digital programmes
- Complete additional stakeholder research
- Help provide a workable strategic solution for delivering testing packs to end consumers
3Our approach
We worked with Community Testing stakeholders to map the ideal customer journeys and service blueprints across the programmes, completed further stakeholder research and helped shape a workable strategic solution for getting testing packs to people.
4The results
The programmes had shared journeys and blueprints to coordinate delivery against. Engagement ran from March to June 2021.
