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When creating a technology strategy for constituent interaction, many organizations jump headfirst into procuring applications without fully understanding the varying needs and interaction preferences of their citizens. In order to properly pursue technology enablement for citizen interaction, it is imperative that governments take a step back and consider their target personas, the needs and wants of each persona, and the interaction scenarios that accompany them. Persona development and journey mapping is a powerful mechanism for accomplishing this.
  • Ben Dickie