Project Components
This project defines and analyses beneficiary personas for the Ministry of Human Resources and Social Development, assesses service quality across all channels and designs detailed scenarios for mystery shoppers. It collects qualitative and quantitative data using hidden shoppers and surveys, analyses results and proposes improvement plans to enhance services.
A. The Challenge
The ministry needed objective insights into how beneficiaries perceive its services and evidence to guide service improvements across channels.
B. Our Solution
Researchers developed beneficiary personas, created realistic interaction scenarios for mystery shoppers, gathered data through observations and surveys and analysed findings to identify gaps.
C. Key Achievements
The project provided actionable insights into service quality, highlighted areas needing improvement and delivered recommendations to enhance beneficiary satisfaction and service effectiveness.
Project Particulars
Client:
Ministry of Human Resources and Social Development
Start Date:
2025
End Date:
2026
Service Area:
Customer Experience
Client Sector:
Government
Duration:
Eighteen months
Client URL:
Status:
In Progress