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Civic Design Forum: Journey Mapping

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Civic Design Forum: Journey Mapping


New York City residents interact with city services and products on a daily basis. Whether their goal is to make a noise complaint or pay a parking ticket, they expect these experiences to be painless and easy to complete. As city agencies, how do we know if we're creating positive experiences? How do we understand the challenges that create negative experiences? A journey map can help answer these questions and more. Journey maps are a popular tool for understanding and improving the customer experience. They tell the story of how your customers interact with your service or product and help teams develop a shared understanding of where improvements can be made. Join the DoITT UX Team for the first Civic Design Forum on 2019 with a hands-on workshop to introduce you to the wonderful world journey mapping. Attendance is restricted to City employees.

In addition to the hands on introduction to journey mapping, the Forum welcomes the New York City Department of Sanitation (DSNY) will be presenting some recent design improvements to their Sanitation Management Analysis and Resource Tracking (SMART) application. SMART is a web-based system that provides DSNY field forces with digital operations, scheduling, and reporting technology, and gives DSNY management instant access to a dashboard of real-time operational information. SMART is critical to DSNY’s field operations.


About the Civic Design ForumThis event is a part of the Civic Design Forum, a collaboration between the Service Design Studio and DoITT’s NYC Gov Lab & Studio. The Forum is a bi-monthly meeting for city employees to catch up on design announcements and hear details on projects happening across NYC.



Map NYC Department of Information Technology & Telecommunications (DoITT), 2 MetroTech Center, Brooklyn, United States
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