Adapting to Fathers’ Needs: Creating Change Using Insights from Customer Journey Mapping

While an effective intake assessment helps build an initial impression of each father’s individual situation and needs, fatherhood program staff also know ongoing one-on-one and group interaction is needed to fully understand him and see who he might become. Even then, it can be hard to accurately follow his progress through the program and ensure his needs are met in the best way possible. This National Responsible Fatherhood Clearinghouse brief presents an overview of customer journey mapping, an evidence-based tool that helps program administrators and staff members reflect on a father’s journey through a program and make service adjustments based on the father’s perspective as he progresses through that program.