Step 5 | Channel Improvements
Implementing the action plan for each channel using the GOSS user centred design (UCD) process
Once 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.