General Description
The training package focuses on beneficiary experience and its role in developing digital services by understanding beneficiaries’ needs and expectations, analyzing their journey, and identifying touchpoints and opportunities for improvement. It also covers the design and development of digital services to provide a more efficient and seamless experience, while leveraging beneficiary experience analysis to continuously improve services.
The Goals
The training package aims to enable participants to:
- Understand the concepts of beneficiary experience and digital services.
- Analyze beneficiaries’ needs and expectations in the digital environment.
- Map the beneficiary journey and identify key touchpoints.
- Analyze the beneficiary experience and identify areas for improvement.
- Develop digital services based on beneficiaries’ needs.
- Evaluate opportunities to improve the beneficiary experience and digital services.