Journey work
Journey work
Each offer is a way of sitting with a class of files until their path through the office is visible on paper.
The work below is commissioned by councils, boards, grant secretariats, and registries that still live or die by how a folder leaves one desk and arrives at another. Choose the offer that matches the pain you already hear at the counter. The flagship engagement — the Application Journey Audit — is the one we recommend when you do not yet know which stage is swallowing the days.
Application Journey Audit
We follow one class of applications from the counter or mail tray to the decision, then draw the path the files actually took.
Intake Desk Review
We sit at the counter or mail tray and watch how packs are opened, numbered, and passed to the next pair of hands.
Referral Loop Study
We trace the envelope that leaves your registry for another desk, and the quieter days before it comes back.
Applicant Callback Review
We listen to how the office answers location questions, then compare those answers with where the folders actually sit.