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2) Developing a one page guide

Develop an accessible journey map to could better manage expectations
Four iterations before going live
Each one was tested with residents

JOE

During one of our first workshops, one of the hypotheses the team had was that if we better managed people’s expectations about the kind of support they were entitled to, and the options available to them, we might reduce their anxiety about the process, but also stop people contacting the service on the phone or in person for routine information that could have been provided to them beforehand.

At one point or another the whole Impact Sprint Team contributed to developing an extremely accessible journey map that explained the process. We started out by mapping out the steps with Post-It notes, we then developed some rough sketches of what the map could look like, and eventually settled on depicting the process as a journey on the London Underground – we took the tube map as our inspiration!

Here’s how the idea developed…