Project Components
Over twelve months, we built an integrated framework for Weqaa Center to identify and classify beneficiary segments and plan their journeys across five phases: data and business understanding; flexible classification and governance; personas and a journey atlas; prioritization through 10 workshops and indicators; and conversion into executable improvement plans with measurement, testing, and follow-up.
A. The Challenge: Weqaa needed a unified, data-based method to classify diverse beneficiaries, design end-to-end journeys, prioritize improvements, and monitor results, reinforced by clear governance, roles, and customer data quality metrics.
B. Our Solution: A five-phase program established classification and governance frameworks, personas and a journey atlas, prioritized journeys via 10 workshops and indicators, and translated outputs into executable, monitored improvement plans supported by customer data Key Performance Indicators (KPIs).
C. Key Achievements: Delivered consolidated documents, models, maps, and a measurement system; defined role-based data governance and access; created personas; set journey, touchpoint, and relationship KPIs; tested solutions and iteratively updated maps to raise service efficiency and beneficiary experience.
Project Overview
Client:
National Center for the Prevention and Control of Plant Pests and Animal Diseases
Value:
4,788,400 SAR
Start Date:
2024
End Date:
2025
Project Category:
Customer Experience
Project Tag:
Government
Duration:
Twelve months
Project URL:
Status:
Completed
The Client Name :
+966 800 247 0000
The Client Email :
info@weqaa.gov.sa
The Client Website :
weqaa.gov.sa