Youth charity client runs a voluntary personal and social development programme for 15-17 year olds. PA was asked to develop a new capability model, with part of that including creating a digital vision and roadmap.
What I did
A series of workshops were ran with key stakeholders, staff and users of the service. Analysed the current technology systems and created a technology map to visualise conversations about future technology decisions. Research was completed of current users interaction with service and key user journeys were mapped out to highlight user experience journey with pain points across different users. These were then cross referenced into an overall customer journey across all users to identify digital enablers required.
A digital vision map was created highlighting key findings from user journeys and current technology maps. This was used to identify digital opportunities which could be taken advantage of, alongside a set of recommendations which built into the future roadmap.