Decoding Common Challenges & Leveraging Low-tech Fixes for Better Customer Service

Agencies face a myriad of challenges in assisting clients in the eligibility and enrollment process. The journey from awareness to successful connection is often difficult to navigate, with barriers and gaps at various points along the path. By digging deeper into the root causes, we can find the right combination of simple and low-tech solutions to better serve our customers. (Learn more about our consulting services here.)

Adapted from our white paper Improving Customer Service in Health and Human Services Through Technology, this user journey map covers the common issues health & human services/benefit program administrators and assisters face while offering some potential low-tech solutions.

Download as a PDF or click on the image to view a larger version.