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Go to agency.com
Call to get advice I hate going to the Post
Office - such long lines!
convenience 27 28 29 30
advice and support them with right
Visit a site to get What am I doing that
and application Tt
forms, advice form sent preference day - will I be in town? information
I have a new baby! I want to
access
study! I’m starting to It’s a pain getting up the
cost escalator with the pram to
manage my finances! Hmm, all day parking GP - where else? O2 To make it easier to decide on best location
I want my first job! or catch the bus?
provide list of Verifiers in Agency site with link
Tc
Gather required documentation to google maps
Te I know what I need to do Turn up, wait in line
Customer Types First things first - Got it Get it
Ref: ‘Full Typology’ for detail of types What are my options? - now I need to get all the
(find it) (seek it) O3 Ti
O3 Provide in-store visuals or pamphlets to
Contact third-party stuff and apply
Ask friends,
family
What can I get? - plunket, budget P2 P3
Online or visit regulatory body
Receive in mail wallet describe process while people wait. For those
advice, seek, sorted - DoP, LTAA, other
Neville Never-Done Contact institution sized POA ID and who urgently need the ID and don’t realise
Tends to be younger or inexperienced or regulatory body
in terms of finances or dealing with - Employer, Govt,
letter until they’re in line this could help pre-educate
Bank
institutions. P1 Contact generates other questions them and relieve some anxiety before they
“how will not having this POA ID If
effect my:
evidence get to the counter.
Circumstances: Ti Ti incorrect
• Doing process for someone else • money access? Get to counter
• Doing process for first time • current benefits/grants?
Make copies O4 Consider making the ‘urgency’ process the
• job? Tt
Tt actual process. If we can do this in 24 hours
Biggest Pain: P5
Never dealt with regulatory agency I’m think I’m eligible for the Baby
P4 and it costs $12 what is the cost of calls we
before. Some fear of process and ability Benefit/Grant X! I got my first job! O5
Now what? Will I get
my ID now? What deal with when people ring to find out status.
to achieve outcome easily. I’m going to open a bank account! should I get back?