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Product/Services Overview:

MAP CUSTOMER EXPERIENCE: Smart City & Initiative Customer Experience Mapping Services as the part of SDP’s Management Consulting & Government Advisory service offering for Public, Private and Social sector clients.


Product/ Service Delivery Duration:

Min 2-3 months depending upon Size of offering required and Scope of Work.


Ideal Client Type:

Public, Private and Social sector clients: International Agencies, National Governments-Ministries; Local Governments-Municipalities, Development Authorities, Smart City SPVs/ offices, Private Companies.


What is in the package of Product/Services (Deliverables)?

  • Smart City & Initiative Customer Experience Mapping Services report
  • Support for Smart City & Initiative Customer Experience Mapping.


Product Offering/SoW Overview:

CX Project Planning:

-   Develop project charter and detailed project plan.

-   Agree on project team, timelines & sign-off protocols.

-   Formulate the steering committee from both sides.

-   Kickoff project by including all relevant stakeholders within Municipality.


  • Develop Customer Experience Management Capabilities:

-   Build the context by understanding the current strategy, business model and operating model.

-Assess the current state & customer experience management maturity level.

-Benchmark CX activities with global and regional practices.

-Develop CX Strategy & including main initiatives and roadmap.

-Develop CX management framework.

-Organize workshops and meetings with all related customer experience stakeholders to understand the existing customer journeys.

-Assess comprehensively the existing operating model of Services to identify the service blueprint dimensions.

-Map as-is customer journeys and develop as-is service blueprints.

-Assess current digital channels including user experience (UX) within digital touch points in alignment.

-Develop UX strategy and roadmap along with user interface initiatives.

-Train staff on CX management dimensions.


  • Assess Current Services & Understand The Customers’ Experiences

-Map the internal and external stakeholders along with defining the influence of each category.

-Review & update customer segmentation and define detailed persona profiles.

-Conduct primary research (qualitative and quantitative) to collect the feedback of all categories of stakeholders on the existing services and experience through questionnaires and focus groups.

-Review and update current customer happiness surveys.

-Identify the personas' experiences for all services across all touch points through identifying related challenges.

-Define major expectations for each group of customers (per persona).

-Identify all potential improvements in terms;

✓ Personalization of services/ bundles.

✓ Advanced technologies deployment.

✓ Service delivery process.

✓ Potential partnerships/ outsourcing.

✓ Customer data collection and analysis.


  • Redesign the services to meet Current & Future Customer Expectations

-Propose new digital channels that can improve customer journey inline with Omni channel approach.

-Develop to-be customer journeys and service blueprints focusing on service delivery channels, inputs and outputs.

-Design all the related enablers to achieve the to-be customer journeys including required business rules, systems, SLA’s, data structure, dynamic feedback and dependencies.

-Conduct brainstorming sessions with all related stakeholders validate the new journey maps.

-Define service performance cards including the required performance measures in addition to the

-Design the service delivery processes and the data management processes.

-Ensure alignment of the customer experience processes & services processes with existing business process architecture.


  • Develop Customer Experience & Services Transformation Plans

-Develop transformation plans for each service to boost customer experience focusing on the areas of initiatives, projects cards, key stakeholders, etc.

-Define business requirements for the technology related projects as part of the transformation plan.

-Develop user experience (UX) and user interface detailed transformation plans for each digital channel.

-Develop newly proposed digital service channels plans including the initiatives, projects cards and priorities.

-Recommend the budgetary estimates for the proposed Technology related projects, and the high-level implementation roadmap.

-Provide knowledge transfer sessions and the related material to all interested internal stakeholders on the main outputs of the project.

-Focus on the following topics in the training sessions: CX maturity, Customer journey mapping, Service design.



Key Benefits:

  • Empathize with your customers

  • Get a uniform view of their journey

  • Identify gaps in service or communications

  • Predict customer behavior

  • Improve the customer journey

  • Provide a visual aid for stakeholders

  • Remove silos from departments

  • See the experience from the customer's perspective

  • Enhance your content marketing strategy

  • Create a smoother experience

  • Increase customer engagement

  • Attract loyal customers

  • Boost employee satisfaction


Additional Free Offerings:



    • Developing a CX Culture and Customer-first Mindset
    • Ensure Deep Enough Customer Understanding
    • Defining Great CX
    • Prioritizing CX Initiatives
    • Ensuring CX ROI
    • Delivering Demonstrable and Measurable Experience Improvements
    • Ensuring the Right, Meaningful CX Metrics aligned with Operational and Financial Metrics
    • Maximize CX Centric Customer Care and Customer Success
    • Addressing Employee Experience (EX) and the Employee Voice
    • Sufficient CX Discipline and Techniques Understanding
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