Register for a Virtual Customer Journey Mapping Workshop

What is a Customer Journey Map? A visual tool that captures the experience a resident has when interacting with a City service. It starts from the moment they realize they need something, to when their need is resolved. It looks at what residents are doing, thinking and feeling at each step. It helps identify what's working well and where things could be better.

How can I participate? Workshops are open to Hamilton residents who have recently used or tried to access a City service. Each workshop is one hour and will be held virtual in a small group with other Hamilton residents. The City's external consultants, The Experience Advisors (XA) will be facilitating these sessions on behalf of the City, guiding the conversation and walking everyone through a few questions and activities to map out the service experience together. Sessions are informal and open to everyone.

Notice of Collection and Use of Information: The City of Hamilton collects personal information under authority of Sections 10 and 227 of the Municipal Act, 2001. Any personal information collected through surveys, workshops and other engagement activities for the Customer Experience Strategy will be used to help the City of Hamilton understand community experiences and identify opportunities for improvement. Participation is voluntary and any personal information collected will be handled in accordance with applicable privacy legislation. By providing your contact information, you are consenting to receiving emails from the City of Hamilton and/or City’s consultant, Experience Advisors, who has been retained to support the development of the Customer Experience Strategy. The information you provide may also be shared with the consultant. All information will be used in an aggregated and confidential manner to inform analysis, recommendations and decision-making. Questions about the collection of your personal information can be directed to the Manager of Community Initiatives, Communications and Community Engagement Division, City of Hamilton, 71 Main Street West, 2nd Floor, Hamilton, ON, L8P 4Y5, michael.spagnolo@hamilton.ca or 905-546-2424 ext. 5702.