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Serve a citizen at the counter
A citizen arrives with a missing document. Choose how to help.
Try it
Takes about 2 minutes.
The problem
Counter staff know the rules, but citizens leave without knowing what to do next.
Who it's for
Front-desk and counter staff in public offices and service centres
Before and after
See how we make a difference
Before
A typical training
- A lecture on the procedure.
- A copy of the rules to keep.
- A recreation of a common training, not a real client's.
After
Redesigned
- Change 1: A citizen speaking in Roman Urdu, as they would at the counter.
- Change 2: Replies in the mix of English and Roman Urdu staff really use.
- Change 3: See how the visit ends after each choice.
- Reason for change 1: Practising the conversation is closer to the job than reading the procedure.
- Reason for change 2: Seeing the citizen's reaction shows why a clear next step matters.
- Reason for change 3: Staff leave with one habit: say exactly what to bring and when to come back.
In person
Using this in a workshop
In a staff workshop, pairs try it, then role-play the same visit at a real counter. Afterwards, staff get a new citizen visit by link each week for a month.
How we'd build this for you
A conversation that branches
This activity is one example of a pattern that works in almost any subject. Here's how the same idea could look in yours.
- HospitalsHelp a family at the reception desk who don't know where to go.
- BankingExplain to a customer why an account is on hold.
- PolicingTake a first report from someone who is upset.
- UtilitiesHelp a customer with a bill they think is wrong.
- SchoolsTalk to parents about admission documents.
We build it with your subject experts and your own examples, for your workshops and your learning platform. Every piece works on phones, by keyboard and with screen readers.
Free to use
Use it in your teaching
Add this activity to your own course or training, free, with credit to ApexID.
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