Make your service easier to use, for customers and for the team.

You run a service for customers, citizens, students or members, and people find it slow, confusing or hard to reach, or your team spends too long on each request. You want to improve the service itself, not only add another tool.

Choose one service and follow it end to end, from the first contact to the result. Talk with the people who use it and the people who run it, record where it gets stuck, and agree which improvement to design and test first.

• A service journey map
• The points of friction, in priority order
• A redesigned service flow
• A prototype or working improvement, as contracted
• A review against the agreed measures

If the improvement needs a new system or an integration, that work is scoped as its own delivery stage.

• Make an application or request easier to complete.
• Give people clear status updates instead of follow-up calls.
• Help staff find the information they need to answer a request.

Each example depends on the service, its users and the systems available.

Agree how the improvement will be measured and who owns the service afterwards. Keep a baseline where feasible. Weigh the cost of running the change as well as its benefit, and review the result with the people who use the service.