Uber - Customer Journey Map | Job Solutions Manager Deliver Solution to Partner

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Partner
often only
gets
speculative
product
features
that can be
delivered.
Want to be
able to
expand
partnership
and get
agreement
from
Most
expressed
this was
mainly done
through
what they
now and is
a di!cult
process as
they do not
now who to
reach out to.
"ind out
right away
who can
#his involves
reaching out
to Product
$rchitects
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use cases
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Max
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teams
roadmap
s
"amily
members
assisted
most of
the time
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the
customer
and not
have to
do re-
wor
partner help them
deliver
solution
Matt$e% Dennison - Customer Journey Map | Job1 Deliver Solution to Partner
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"eeling
s
in(uen
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not
really
"amilies
dealt with
this a lot
of the time
+enerally
feelings
,elpful
part of
the
process
-o
overwhel
.ery mixed
feelings /
pleased and
excited but
apprehensiv
e at moving
0asy and
straightforw
ard
"amily
member
s
assisted
most of
the time

wantin
g to
move
"amily
memb
ers
dealt
with
this a
lot of
the
time

are
positive
that an
application
has been
made
ming
feelings
apparent
at this
stage
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)ometi
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Joel "arbroug$ - Customer Journey Map | Job1 Deliver Solution to Partner
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the time
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that an
applicatio
n has
been
made
,elpful
part of
the
process
-o
overwhel
ming
feelings
apparent
at this
stage
.ery mixed
feelings /
pleased and
excited but
apprehensiv
e at moving
and
frustrated
at time
taen to
receive
o1er
0asy and
straightforw
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"amily
member
s
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)ometi
mes
happen
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Hei,i g - Customer Journey Map | Job1 Deliver Solution to Partner
HOT SPOTS

JOUR!" *nitial )pplying 5isit to t$e ee,s T$e O>er Sign up Moving *n
ST!PS !n(uiry S#$eme
)ssessme
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OPPORTU*T
*!S
"eelings
in(uenced by
not really
wanting to
move
"amily
members
dealt with this
a lot of the
time
+enerally felt
to be very
straight
forward
"amilies
dealt with
this a lot of
the time
+enerally
feelings
are
positive
that an
application
has been
made
,elpful part
of the
process
-o
overwhelmin
g feelings
apparent at
this stage
Most didn6t
recall a
needs
assessmen
t - &s this
because
they were
already
nown to
)ocial
)ervices
who were
aware of
their needs
.ery mixed
feelings /
pleased and
excited but
apprehensive at
moving and
frustrated at
time taen to
receive o1er
0asy and
straightfor
ward
"amily
members
assisted
most of the
time
)ometimes
happened a
bit 2uic
after o1er
+enerally
mixed
feelings of
excited but
apprehensiv
e
+eneral Observations an, .urt$er )reas o' 7or&
%verall customers expressed positive feelings with only relatively small peas and troughs throughout the process.
Most customers had assistance throughout the process from family members but speci7cally during application and moving in.
COS*D!R / how would their feelings be a1ected if there was no family to assist8 and who would assist in the application and
moving in periods* 9id the families 7nd the process as straight forward as the customer perceived it to be*
: customers had experiences where they believed they had arranged their rent;service charges to be paid but the payments had
never been taen by <roadacres resulting in both receiving arrears letters that left them feeling 2uite upset. COS*D!R / 9o we
need to explore this process to ensure further customers do not experience this*
$ number of the customers whose 5ourney was mapped were from =ivendale 0xtra 3are scheme where properties previously up for
sale were changed to rentals. #his resulted in the customers receiving an o1er 2uite 2uicly after maing the application. #his may
not be a true re(ection of the 5ourney which tends to include a longer lead time between being accepted onto the waiting list and
receiving an o1er. "or those customers that did have a longer period of time to wait for a property to become available8 feelings of
frustration were apparent8 although they had been clearly informed and understood that this could be the case when their
application was accepted.
Most customers were not aware of receiving a needs assessment. COS*D!R / Why* Was it not undertaen8 did they receive an
assessment but were 5ust not aware what is was at the time8 did their involvement with social services mean they already had a
needs assessment*
Most negative feelings were expressed as an apprehension or sadness related to leaving their home and possessions and moving
into somewhere new. COS*D!R / #hese feelings are natural in the circumstances but do we do everything possible to help
alleviate these feelings as far as we can*