Meet the Changemaker Model: Customer Journey Map and What Experts Say About It: Part 1
Meet the Changemaker Model: Customer Journey Map and What Experts Say About It: Part 1
As part of its open-source methodology for inclusive employment, Raoul Foundation is creating practical tools to help communities worldwide launch and grow Supported Employment (SE) programs rooted in local engagement.
One of Raoul’s key tools is the Changemaker* Journey Map (CJM) — a simple yet powerful way to visualize the complex SE process on a single screen.
*Changemakers — the main participants and "drivers" of Raoul’s innovative open source SE model, are professionals acting as freelancers and getting a result based compensation. Changemakers are members of the local business community, their main duties are: selecting jobseekers and vacancies, communicating with jobseekers and employers, and resolving any issues that arise during the employment and adaptation process of the jobseeker in their new job.
The CJM helps communities to:
🔹 Track and support changemaker engagement step by step;
🔹 Map out the full journey from engaging a jobseeker to sustained employment 6 months +;
🔹 Compare and improve matching processes (jobseeker ↔ vacancy);
🔹Introduce and track efficiency improvements for the launch of inclusive employment projects.
Over the recent year, the Raoul community has tested CJM in local settings — including two tests in Tashkent, Uzbekistan (the 2nd test out of total 5: May-Aug 2023 and the 3rd: April-October 2024) — and refined the CJM together with our partners. To strengthen this process further, we invited feedback from one of Europe’s leading Supported Employment organizations: Misa Kompetens | part of WiljaGruppen (Sweden).
In the first of two feedback sessions, we met with Andreas Nyhlén, SE expert and CEO of Misa Kompetens, to explore CJM’s most complex stages — particularly what happens once a changemaker starts working directly with a jobseeker.
Among the questions raised at the first session:
💬 How should changemakers respond when a jobseeker cannot clearly define their goal?
💬 How do we prepare changemakers for jobseeker resistance or setbacks in the support process?
💬 What if a changemaker becomes overwhelmed or drops out mid-process — who ensures continuity for the jobseeker?
💬 How many individuals should a changemaker support to ensure effective job design and sustainable outcomes?
“The CJM is a strong entry point into Raoul’s open-source model. It brings clarity to a complex, human-centered process — exactly what is needed when navigating uncertainty. The more it reflects the real-life complexity of changemakers’ work, the more powerful it becomes” — Andreas Nyhlén, Misa Kompetens / WiljaGruppen
We’re now incorporating this expert input into our next iteration of the CJM tool — and we’ll be sharing updates from the second session soon.