Daniela Chavarria Devia
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Codensa is Inclusive
Project Type
Process facilitation and service design
Location
Bogota Colombia
Role
Service and process designer
responsibilities
- Understand the different types of disabilities that interact with the service.
- Understand how the service did or did not include the needs of the target population.
- Construction of a customer journey map that served as a basis for the diagnosis of best practices, gaps and "room for improvement" of the service (in person, online, by telephone) provided by Codensa.
- Design and diagnosis of the service through the mystery customer tool.
- Use of the "Character Persona" tool that allowed both the company and the consulting team to see clients beyond their conditions and focus on their desires and expectations towards the service.
- Design of the ideal customer journey map for each of the previously defined characters.
- Design of a service (face-to-face, online, by telephone) that would respond to the requirements of the users.
- Design of the training workshop in diagnosis and provision of inclusive services for service providers.
Achievements
Our results were contained in the first cataloged guide “Guide for Public Entities. Inclusive Service and Attention” currently used by most public service providers in Colombia.
Within the framework of inclusion and social design, Codensa's goal was to modify its service centers with respect to the needs of people with disabilities and the elderly. My role consisted of understanding users, from design thinking, including their needs and desires in format proposals and system interactions.
