THE DIGITAL COUNCIL Apps Font Awesome Icons Box Shadow CSS Project Tectonic Ideas Edit this I...

download THE DIGITAL COUNCIL Apps Font Awesome Icons Box Shadow CSS Project Tectonic Ideas Edit this I Birmingham

of 19

  • date post

    29-May-2020
  • Category

    Documents

  • view

    2
  • download

    0

Embed Size (px)

Transcript of THE DIGITAL COUNCIL Apps Font Awesome Icons Box Shadow CSS Project Tectonic Ideas Edit this I...

  • JOHN MCMAHON

    THE DIGITAL COUNCIL EXCEEDING CUSTOMER EXPECTATIONS

  • PEOPLE EXPECT ALL DIGITAL SERVICES TO LOOK COOL

  • PEOPLE EXPECT TO GET TO THE INFORMATION THEY WANT QUICKLY

  • THE DIGITAL OFFSET EFFECT JM

  • TIME 2007 2017

    THE DIGITAL OFFSET EFFECT

  • CALL VOLUMES

    Simple

    Frequent

    Queries

    Complex

    Queries

    Progress

    Chasing

    WHY HASN’T THIS HAPPENED?

  • SIMPLE QUERIES

  • CALL VOLUMES

    DICTATE Qs SHOWN

    AND SHOULD CHANGE

    WHEN THEY NEED TO

  • COMPLEX QUERIES

  • EXAMPLE

    Why doesn’t my benefit cover all my rent?