Marina Chiovetti

Director, Service Design & Digital Delivery NSW Department of Customer Service

Main Conference Day One: Wednesday, 1 April 2020

Wednesday, April 1st, 2020

11:30 AM Mapping out your Citizens’ Life Journey: Defining Every Touchpoint to Determine the Ultimate Solution in Delivery Design

Quantifying insights and the right research is only one-step in the design process. Beyond that comes the need to determine why users feel a certain way. At the NSW Department of Customer Service, they are undergoing a project that will map out the end-to-end citizen journey to effectively problem solve.

Through cross-collaboration with government departments and the amalgamation of the right data, Marina Chiovetti will discuss the ways they are able to build solutions for citizens based on insight and data collection. 

  • Mapping out customer touchpoints to determine solutions and problem solve across multiple departments
  • Improving stakeholder engagement through cross-collaboration to improve service delivery
  • Understanding every customer touchpoint and journey to deliver an improved transformation strategy

Check out the incredible speaker line-up to see who will be joining Marina.

Download The Latest Agenda