Strategic Customer Journey Map

1. Company Costs: Re-employment counselors had to spend funds to travel to employment centers across the State of Utah to provide in-person counseling to unemployed claimants. We needed to save 2.1 million dollars of the Re-employment and Eligibility Assessment (RESEA) program grant.

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2. Barriers to Participation: Claimants would often cancel their appointments because they were unemployed and could not afford to spend money on gas or public transportation to meet with the counselors in person.

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3. Loss of Economic Purchasing Power: A new State law passed stating that failure for claimants to meet with a re-employment counselor would result in a denial of unemployment benefits.