Federal Drive

Mallory Barg Bulman: Journey mapping to improve service

For decades the federal government has grappled with how to make its services understandable and easy to use. If you've ever seen a Medicare manual, you'll know...

Tom Temin@tteminWFED

October 5, 2016 1:33 pm

< a min read

Mallory Barg Bulman, director of research, Partnership for Public Service

For decades the federal government has grappled with how to make its services understandable and easy to use. If you've ever seen a Medicare manual, you'll know what we mean. More agencies are using a technique called journey mapping to improve service. Mallory Barg Bulman, director of research at the Partnership for Public Service, joins Federal Drive with Tom Temin what it is and how it works.