Reengineering the Customer Journey
16 & 23 February 2022 | 10 AM – 2:30 PM AEDT | Online
Training Overview
Reimaging Digital Experiences to Deliver Better Outcomes
Seamless CX is the key to positive digital experiences. But the recent transition of in-person services to the virtual realm has added a layer of complexity to service delivery, presenting problems regarding security, accessibly and digital inclusion.
Through an innovative mix of lecture-style presentations, interactive group exercises and expert feedback, the Mapping the Customer Journey online training session will allow participants to improve CX by learning how to map, analyse and engage with each stage of their citizen’s digital journey.
Under the guidance of our expert facilitator, participants will leave with both theoretical and practical knowledge, as well as implementable strategies they can embed in future projects and share with their multidisciplinary teams.
Learning Outcomes
Meet Your Facilitator
Pia Andrews is an open government, digital transformation and data geek who has been trying to make the world a better place for 20 years. Working within the (public sector) machine, Pia helps to transform public services, policies and culture through greater transparency, democratic engagement, citizen-centric design, open data, emerging technologies and real, pragmatic actual innovation in the public sector and beyond.
Most recently, Pia was the Director General for Digital Experience and Client Data and Special Advisor for the Benefits Delivery Modernization program at Service Canada (ESDC) in Ottawa, Canada. Prior to her work overseas, Pia has held a number of executive roles in across various agencies including the NSW Department of Customer Service,
the Service Innovation Lab (New Zealand government), AUSTRAC, Department of Prime Minister and Cabinet, Department of Finance and ACT Government.
Pia is a community leader both in Australia and internationally. She was a founding member of OLPC Australia, and OLPC Friends – a community-based organisation focused on bringing the OLPC vision to Australia, New Zealand and the Pacific. She was at various times also the President of Software Freedom International, the President (then VP) of Linux Australia, and on the linux.conf.au 2007 organising team. She has spoken at Software Livre in Brazil, FOSS events in China, the Open Source World Conferences in Spain, the World Summit of Information Society (United Nations) in Switzerland, linux.conf.au in New Zealand and linux.conf.au, education au, Making Links, various TechGirls events and many more in Australia! She is passionate about improving the world by getting great technologies to people who need them, and creating a well-connected global society where anyone can play and succeed.
Key Sessions
Introduction, Purpose and Approach
- An Introduction to Customer Journey Mapping
- Aligning your Approach with Purpose
- Breakout Activity: Create your purpose statement and measure your agency’s current services against key metrics (performance, user, policy and quality of life)
Mapping Methodologies
- Mapping Customer Journeys
- Breakout Activity: Journey mapping in practice – Working on public sector case studies to reinvent delivery models
Application and Evaluation through a Group Project
- Project Brief – Redesign your Service Delivery Model
- Project Application – How to Use of your Map in Engagement
- Project Presentation – Pitch and Share
- Project Review – Evaluation and Feedback
