Journey Map Job Aid

Experience Insights 

Added insight into the persona experience at each point on the journey. These can be positive, negative, neutral additional context. 

Emotion Path

Description of the level of intensity of an activity as experienced by the persona. These are usually the result of pain points.

Activities

The step-by-step course a persona takes within each stage.

Phases and Key Stages of the Journey

High level sections of a journey that anchor the end-to-end processes and helps to align different journeys that are a part of the same process.

Opportunity

Possible solutions that could alleviate identified challenges for relevant users.

Direct Quote

Representative quote that exemplifies persona sentiment at that stage.

The DEEE journey map template is intended to help visualize and document the full scope of the analyzed process from a user’s perspective (called a “persona”) by capturing observations, pain points, and needs

LEAD ∙ TRANSFORM ∙ DELIVER

Page ‹#›

‹#›

Ingrid

-Example journey map job aid

-Blends HCD with traditional process analysis to visualize findings

-Activities can be documented from traditional analysis, tying in user first hand emotions and perspective

-Layers information from users within different roles to visualize one streamlined process

-Would this template be helpful?

1

Persona title

Phases of the Journey

Key Stages

Experience

Insights

Opportunities

Activities

Within the system

External to the system

Activity Description

.

Emotion

.

Neutral

Pain

Phase 1

Phase 2

Phase 3

Phase 4

‹#›  |  Deloitte Digital

Presenter – Ryan J.

2

Agency Accountant

Use Case: Penalties, Interest, & Collections

Business Actors: Customer Accountant & Accounting Technician

FIT Use Case Alignment

Key Stages

Establish Payer

Create Receivable

Assess Charges

Adjust Charges

Experience

Takeaways

Customer Agency

Provider

In order to reduce potential rework if there is an error or adjustment needed, we send invoice and receipt templates at the same time upon receipt of collection

It would be great if we had one report from Provider to track our receivables and associated collections in real time

The Agency Accountant collects payer information for non-federal customers from their program offices. A payer profile template is then manually populated and sent to Provider to establish or edit a customer payer profile within Oracle.

The Agency Accountant manually populates the AR invoice template using billing information collected from their program offices. Templates can be cumbersome and are susceptible to human error.  In some instances, invoice templates are not completed until receipt of collection is received in order to reduce potential rework. 

Emotion

Positive

Neutral

Negative

Activities

Payer profile template sent to ARservicedesk mailbox

Payer profile created in Oracle

Agency bills non-federal entity

Populate AR invoice template and send to Provider

AR invoice created in Oracle

Non-Administrative Delinquent debt past 31 days referred to AMAD

Employee administrative debt past 31 days sent to Provider for salary offset approval

Delinquent debt referred to DMS day 90-121

Receivable adjustment identified, and request sent to Provider 

 AR Invoice adjusted per agency request

The Agency Accountant tracks and monitors the majority of debts manually within internal databases and often retains debts past the standard referral to DMS following 121 days delinquency. The small remainder of delinquent debts and repayment agreements are referred to Provider for aging. 

The Agency Accountant reviews the monthly progression spreadsheet sent by Provider to identify any potential adjustments needed. If a necessary adjustment to an invoice is identified, an AR Invoice template is populated and sent to Provider noting the requested adjustment. 

Collections must be processed by Provider before Agency Accountant’s are able to view updated balances within Oracle. At month end, this can slow down reconciliations and Agencies preferred being able to view and update their balance data in real time. 

Identify need for new customer or modification to existing customer

Gather customer information to populate payer profile template

Process Collections

Collection processed via Oracle for associated receivable

Payment received via Pay.gov

Payment received via mail-in check

Deposit confirmed and verified via Collections Information Repository report

Franchise log updated to reflect paid status of receivable

Receive supporting accounts receivable documentation from Program Office

Salary offset approved and processed

Monthly Receivable Progression spreadsheet reviewed

Customer 1 Specific

Customer 2 Specific

Delinquent debt tracked, and monitored internally

Check and cash receipt template sent to Provider for processing

Receivable created and tracked internally, sent to Provider upon receipt of collection

Report

Quarterly TROR prepared, and sent to Agency for Approval

Final TROR approval

Provider Accountants compile agency receivables data quarterly to develop TROR report and send to Agency for Approval. Agency Accountants submit final approval, and Provider submits TROR to Treasury Debt Management Information System DMIS. 

The Bill to Collect (B2C) journey of Agency Accountants, and Accounting Technicians

AR invoice & receipt template sent to Provider

Excel based  AR Request templates are occasionally completed incorrectly due to hidden fields resulting in input error

Quarterly TROR submission to DMIS

Opportunities

Web-based AR request template with data validation, allowing users to submit request templates after they have input all required information

Smart Workflow Enablement solution (i.e., ServiceNow or Salesforce) that syncs Oracle receivables and collections data in one shared location

Smart Workflow enablement to prioritize and alert Provider of unprocessed collections when approaching period-end (e.g., monthly, quarterly) and automatically notify Agency upon successful posting to Oracle

SAMPLE

‹#›  |  Deloitte Digital

Ingrid

3

# image2.jpeg

# image5.png

# image6.png

# image7.png

# oleObject1.bin

# image1.emf