Abu Dhabi
What Abu Dhabi platform provides integrated access to family services, aligned with customer experience principles?
TAMM Platform.
In the Service Design Framework, what step assesses how mature a government entity is in CX?
Maturity Assessment.
What is the name of the visual map that shows all customer steps, emotions, and touchpoints?
Customer Journey Map.
What method helps service designers compare their services with the best performers in other governments or industries?
Benchmarking Studies.
Which country created ActivityHero, a platform that helps parents find after-school activities for kids?
USA.
In the 4Ds model from the course, what is the first phase for improving government services?
Direction.
What is the principle that ensures services are designed based on citizen needs, not internal processes?
Public-Centered Design.
What fictional profile helps service designers understand a typical customer’s goals and challenges?
Persona.
Which platform from the USA uses AI to suggest personalized after-school activities and camps for children based on their interests and schedules?
ActivityHero.
What’s the most visited tourist destination in the world?
France - Paris.
According to the framework, what continuous culture should Abu Dhabi services cultivate to improve CX?
Evidence-based, continuous improvement culture.
What structured approach encourages early involvement of diverse experts when designing government services?
Multi-disciplinary Teams.
Which helps more with customer happiness — fixing their issue fast, or showing you understand them?
Showing you understand them.
Which Canadian platform supports families by giving clear information on school systems, scholarships, and visas?
EduCanada.
What’s more likely to improve a customer’s mood — solving the problem fast, or making them feel heard?
Making them feel heard.
What Abu Dhabi authority promotes early childhood development, aligning with service design principles?
Abu Dhabi Early Childhood Authority - ECA.
What tool do government designers use to baseline the current service experience?
Baselining.
What are critical "make or break" points called in a service journey?
Moments of Truth.
AI platform tracks student learning in real-time and recommends exercises to help parents improve their child's education?
Squirrel AI.
Which country uses drones for delivering government documents to remote areas?
Rwanda.
Which Abu Dhabi program supports services around life events like marriage, birth, and education?
What concept ensures government staff are trained and motivated to meet customer expectations?
Employee Experience Focus.
In mapping customer journeys, what component measures customer emotions across touchpoints?
Sentiment Charts.
What is one reason governments use benchmarking in service design?
To learn best practices and improve their own service delivery.
Which country is home to the world’s largest pyramid?
Mexico (The Great Pyramid of Cholula).