Call centre insight + analytics = marriage made in heaven

We combined front line call centre insight with website analytics to understand the most important challenges people had interacting with the NZ government when getting married. In the discovery phase for moving births, deaths and marriages content from the Department of Internal Affairs site to Govt.nz we got the centre staff involved early, and used it to inform our priorities and design solutions.

See post on the New Zealand government Web Toolkit – Call centre insight for births, deaths and marriages discovery phase

Meg pointing

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