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Benchmarking data

Collecting data about your service allows you to measure its performance. You can use data to make sure: the service is meeting user needs the service allows users to easily complete the task it provides there are enough people using the service to make it...

Journey mapping

We map the end to end “as is” customer journey in the initial engagement phase so that we can understand what the service is there to provide and how customers interact with it. Mapping the service early on is really useful for identifying what steps are...

Shadowing

This could mean watching someone use a digital service, while we take notes. Look for anything they struggle with and ask what it is they’re trying to do. Often, doing this individually with different users will flag up common problems that people would usually...