Customer journey mapping — how to improve efficiency without compromising residents’ unique needs

Customer journey mapping — where organisations set out the interactions that they have with their customers during a particular experience — is becoming a valuable tool for providers of social housing.

The practice is growing in popularity because it enables housing providers to gain a much clearer understanding of their residents. This aids business decision-making and supports sound regulatory compliance, as well as informing better resident experiences. The clear pathways created by journey mapping also help assure chief executives and their boards that housing groups are working efficiently.

However, applying journey maps too rigidly can have downsides, especially when processes overlook the diverse needs of a resident population, their vulnerabilities, or any short-term issues they may have.

In this webinar, a sector expert joins a senior member of the Inside Housing editorial team to explore how customer journey mapping can improve the resident experience without resorting to a one-size-fits-all approach.

 

Learning objectives

By the end of the webinar, those attending will be able to:

• Describe what customer journey maps are and how they are created
• Explain the benefits of customer journey maps for providers of social housing and their residents
• Detail the challenges providers might face when creating customer journey maps
• Consider residents’ needs and factor these into internal processes

This event is CPD certified.

*Please be aware that you will have to watch the full webinar (45 minutes) to receive a CPD certificate

Register today