Online Training
Customer Journey Mapping for the Public Sector
Step into your customers’ shoes to create seamless interactions and drive meaningful connections
August 27 & September 3, 2024
12:00 PM - 4:00 PM EST
Next intake: August 27 & September 3, 2024 | 12:00 PM - 4:00 PM EST
Overview
Understanding your users and customer centricity is more important than ever as government agencies increase investment in modernisation initiatives and transformation.
A series of surveys has revealed something that we have long suspected, citizens are seeking responsive governments. When it comes to using government services, 81% of citizens expect their requests to be resolved in a single interaction. Meanwhile, more than 85% said that speed, simplicity, convenience and transparency. Putting customers at the centre and designing services that fit people’s lives and skill levels, will not only increase engagement. But it will build trust and lasting connections.
This online course has been designed to give public servants who are striving to improve customer experiences, an opportunity to step into their customers’ shoes. It will enable you to reflect on and uncover their needs, motivations, expectations and pain points. These insights can then be used to create seamless interactions and drive meaningful connections. Through a mix of presentations and activities, this workshop-style session will give you tools, frameworks and insights to unveil your diverse customers. It will enable you to adopt a customer-centric lens and look beyond siloes to deliver seamless interactions.
Who Should Attend?
Public Sector employees responsible for:Learning Outcomes
Online Training
Customer Journey Mapping for the Public Sector
Session details
- Gain an in-depth understanding of your diverse customers
- Identify the broken processes and gaps in your customer interactions
- Adopt a customer-centric view of your systems, beyond siloes
Level: Fundamentals
No previous experience necessary
Key Sessions
This online course has been designed to give public servants who are striving to improve customer experiences, an opportunity to step into their customers’ shoes. It will enable you to reflect on and uncover their needs, motivations, expectations and pain points. These insights can then be used to create seamless interactions and drive meaningful connections. Through a mix of presentations and activities, this workshop-style session will give you tools, frameworks and insights to unveil your diverse customers. It will enable you to adopt a customer-centric lens and look beyond siloes to deliver seamless interactions.
Exploring Customer Journey Mapping in the Public Sector
- Understanding the benefits: from improving services and the patient experience to identifying areas for improvement
- How does this differ from process mapping
- Introducing the key artefacts and the process
The Challenges of the process
- The obstacles of introducing journey mapping
- Strategies to overcome this
- Planning your next steps
Understanding Personas and Demographics
- The purpose of personas in customer journey mapping
- Interviews and customer research: Best practice and ideas
- How to synthesise and present qualitative data
Activity: Using the lessons learned from the previous session start building personas for your customers.
Feedback and Evaluation: Present these back to the group
Customer Journey Mapping in Practice
- What are the questions you need to ask yourself before you begin
- Understanding the main elements of your map: actions, needs and pains, touchpoints, feelings, questions, variations, opportunities
Activity: Apply concepts from the previous session start building a customer journey map based on one persona.
Feedback and Evaluation: Present these back to the group
An Introduction Creating a Service Blueprint
- The purpose of service blueprinting
- How to tackle a blueprint
- Stakeholder engagement and involvement
Final questions and Closing Remarks
Meet Your Facilitator
Michael Tatham
President & CEO, Tatham Company
Michael Tatham has spent over 18 years collaborating with world-renowned leaders, leveraging his expertise to help them unite their teams and overcome their industry’s toughest challenges. His diverse clientele includes organizations like NASA, Walmart, Bank of America, HP, and the US Air Force. Michael equips his clients with the agility and adaptability needed for growth by providing comprehensive tools in mindset, methodology, and systems.
What sets Michael apart is his unique ability to quickly secure cross-functional buy-in, enabling the development of a competitive operating rhythm that drives sustainable organizational change.
Register Today
Join this training for professionals working within the Public Sector
Additional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]
Customised in-house options available for teams
Interested in any of our online trainings?
You can also choose to have them delivered in house. We will work closely with our inspiring session facilitators to tailor the content around the key development areas your team are prioritising, shape the learning outcomes around your core departmental challenges and make the most of your L&D and upskilling budget.
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