Journeys and blueprints for Test and Trace and Community Testing

1The client

During the pandemic the Test and Trace and Community Testing programmes were developing digital services at speed across many teams and suppliers.

2The challenge

Stakeholders needed visibility of developments across the programme, and a shared picture of the ideal customer journey so that the different services joined up for the public.

The main objectives were to:

• Gain visibility of developments across the Community Testing programme
• Map ideal customer journeys and service blueprints for the digital programmes
• Complete additional stakeholder research
• Help provide a workable strategic solution for delivering testing packs to end consumers

3Our approach

We worked with Community Testing stakeholders to map the ideal customer journeys and service blueprints across the programmes, completed further stakeholder research and helped shape a workable strategic solution for getting testing packs to people.

4The results

The programmes had shared journeys and blueprints to coordinate delivery against. Engagement ran from March to June 2021.