By the initial First Point team [originally published on January 31, 2016]
Team First Point present to you an end to end customer-centric solution, beyond agency boundaries.
Our team has worked with NZ Customs domain expert, Richard Bargh, over the Rev Up weekend to understand the issues surrounding exports to China.
We identified two primary customer profiles: a new exporter, and an exporter who needs assistance when things go wrong. We have mapped out a customer experience journey for each.
High-level concept
Team designers prototyped the solution beginning with a screen where the customer can select their export product type and destination, and be provided with process steps and information to help inform decision making.
The solution also contains a registration and login facility for customers to register and to log individual consignments. Consignments can then be tracked by the exporter. Having one view of the consignment allows the different government agencies to assist the customer via multiple channels in the event something has gone wrong.
Check out the High Level Prototype the team came up with.
Benefits and cost savings
Customer
- Customised information at the right time to inform decision making.
- Reduced administrative time and therefore costs.
- Simplified process for the exporter allowing them to do it themselves eliminating the need for a broker in some situations.
- More faith in process and outcome.
- Reduced financial loss and repetitional damage due to incorrect documentation.
- Omni-channel makes seamless issue resolution easy.
Government
- Reduced administration and therefore cost.
- Government encouraged to rethink the operating model.
- A new information sharing platform that is scalable and can be reused by other organisations.
- Reduction in financial loss associated when exporting goes wrong.
- Increased overall levels of export.