Being citizen-centric means ensuring that you and your team have a sound understanding of the people that use your services. Developing the ability to create fully-formed idea of who uses your services (and why) is the first step in establishing a citizen-centric foundation on which all future improvements should be made. This workshop will provide a step-by-step guide to creating client personas, client journey maps, and empathy maps, as well as showing how they support broader service improvement.
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