Walk a Policy Service to a Joined-Up Experience
Make service-design decisions that improve a policy-heavy process across channels rather than one form.
Fragmented service Applicants pass the web form but still call because evidence rules differ across channels. The service problem is consistency across the whole journey, not just form usability. Joined-up service Rule -> channel -> exception A service standard lens asks whether users can get the right outcome across channels, with consistent rules and a recoverable path when their case does not fit. Shortcut Make the web form clearer and hope calls drop. The user no longer has to reconcile the organization. Joined-up does not mean every channel is identical; it means every channel preserves the same service truth. 01…
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