Identified hundreds of improvements through member journey mapping

The challenge

Active membership is key for Checkatrade, the more engagement from tradesman on their platform, the work opportunities they receive, the more work they complete and the more value they get from their Checkatrade membership. Lexden were engaged to identify points across the customer journey where the experience could be improved to increase engagement.  

The Solution

Lexden ran parallel journey mapping workshops with colleagues and members to identify where perceived opportunities were (internal review) and actual opportunities (customer review). The views were compared and identified both operational gaps for improvement and customer understanding gaps from an internal perspective. 


Two programmes were proposed to address opportunities across the members’ journey to deepen engagement, and a learning and development programme to increase colleague closeness to the members’ actual experience. 

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