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Step 5 | Channel Improvements

Implementing the action plan for each channel using the GOSS user centred design (UCD) process

Image representing Step 5 | Channel Improvements

Channel Improvements teal iconOnce the goals for each customer channel (web, face-to-face, telephone, and so on) have been defined in the channel access strategy, the action plan for each channel can be implemented. 

Each channel is reviewed and implemented using the GOSS user centred design (UCD) process. This ensures that every channel is designed with the needs of the customer at its heart and provides an excellent framework for developing a new website's information architecture, navigation and graphical design based on the needs of the customer. 

Our User Centred Design process explores ways in which your website can work harder to reduce the administrative burden on employees, while providing better services to your customers. Based on the needs of your customers, our approach to Channel Shift as well as this new strategy also compliments the Government Service Design Manual to ensure that all your channels are designed around adopted best practice; plus 15 years of GOSS' experience of implementing customer channels.

6 Steps for Digital Transformation Success
The Six Steps To Digital Transformation and Channel Shift Success
Step 1 | Engagement & Transformation
Engaging right across the organisation to achieve channel shift and transform the organisation
Step 2 | Customer Insight
Putting the customer at the centre of your thinking and every plan or outcome is built around this ambition
Step 3 | Channel Insight
Gaining an in-depth understanding of the way that channels are currently used for each service
Step 4 | Channel Access Strategy
Ensuring that services are easily accessible, simple to use, streamlined, convenient, cost effective and robust
Step 5 | Channel Improvements
Step 5 | Channel Improvements
Implementing the action plan for each channel using the GOSS user centred design (UCD) process
Step 6 | Process Improvements
Transforming services to ensure their processes are completely customer focused and digitally enabled
See more 6 Steps for Digital Transformation Success