Journey of a Federal IT User in the Time of COVID

COVID Journey Map - Version 1.0

Journey of a Federal IT User in the Time of COVID

When the COVID-19 pandemic began, we challenged ourselves to “walk in the shoes of our federal users.” Under the leadership of Mieke Wagner and through a concerted effort of collecting information from our various service desk operations at the U.S. Department of the Interior and the U.S. Department of Labor, we developed the “Journey of a Federal IT User in the Time of COVID.” This journey map captures key moments, along with any associated building blocks, barriers, support mechanisms, emotional state, and solutions/opportunities. Through this map, we hope to help our teams (and all readers) identify actions that deliver better experiences. This is version 1.0 as we expect to continuously update, especially as the transition back to work unfolds. Leave a note below if you have a question or comment.

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