Online Training
Customer Journey Mapping for the Public Sector
Step into your customers’ shoes to create seamless interactions and drive meaningful connections
12 September 2024
9:00 AM - 4:30 PM AEST
Next intake: 12 September 2024 | 9:00 AM - 4:30 PM AEST
Overview
Government agencies are increasingly investing in modernisation initiatives and transformation, highlighting the importance of understanding users and customer centricity. Surveys show that 81% of citizens expect their requests to be resolved in a single interaction, while over 85% value speed, simplicity, convenience, and transparency in government services. Designing services that fit people’s lives and skill levels will increase engagement, build trust, and forge lasting connections.
This online course aims to provide public servants with the opportunity to step into their customers’ shoes, allowing them to reflect on their needs, motivations, expectations, and pain points. The workshop-style session provides tools, frameworks, and insights to understand diverse customers and adopt a customer-centric lens, delivering seamless interactions.
Who Should Attend?
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
- Build empathy and meaningful connections with your customers
- Understand how to streamline and uplift your customer experience
Level: Fundamentals
No previous experience necessary
Get this course using subscription credits. Learn more
This course requires 1 credit.
Key Sessions
Exploring Customer Journey Mapping in the Public Sector
• Understanding the benefits: from improving services
and the customer experience to identifying areas for improvement
• How does this differ from process mapping
• Introducing the key artifacts 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 to start building personas of your customers.
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 and start building a customer journey map.
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
Meet Your Facilitator
Pete Saunders
Consultant | Pete Saunders Consulting
Pete Saunders calls himself a strategy nerd as he focuses on improving experience and outcomes through service design, patient mapping, innovation, digital strategy, and commercialisation. He has worked with health and education clients, as well as government at state and federal levels. His previous work includes the first digital strategy for the Victorian Department of Health and Human Services, a patient experience and innovation roadmap for a multi-site radiology provider in New Zealand, a five-year roadmap for patient and carer services for Australians affected by upper GI cancers, a digital transformation and commercialisation strategy for workplace mental health services, and service blueprinting and go-to-market strategies for new health insurance products.
His background in design, marketing, and advertising gives him a unique perspective and tools to solve complex problems, resulting in improved outcomes for those in need.
Register Today
Join this training for professionals working within the Public Sector
Pay for individual courses
Early Bird
Ends 26 Jul
$995 AUD
per person + tax $200 saving
Regular
Ends 11 Sep
$1195 AUD
per person + taxUse training credits
Additional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]
Subscription options
Achieve great value with our customised subscription plans.
Become a member today and upgrade to Premium to access training credits and much more...
Starter
10%
discount off course prices
Purchase at least 3 training credits*
Requires commitment to promote Public Sector Network courses internally
- Access to private discussion groups to connect & collaborate with training peers
- Connect & collaborate within public sector communities
- Membership enables access to exclusive case studies, whitepapers & reports
Bronze
15%
discount off course prices
Purchase 6-15 training credits*
- Dedicated account manager
- Access to private discussion groups to connect & collaborate with training peers
- Connect & collaborate within public sector communities
- Membership enables access to exclusive case studies, whitepapers & reports
Silver
20%
discount off course prices
Purchase 16-30 training credits*
- Dedicated account manager
- Access to private discussion groups to connect & collaborate with training peers
- Connect & collaborate within public sector communities
- Membership enables access to exclusive case studies, whitepapers & reports
Gold
25%
discount off course prices
Purchase 31-50 training credits*
- Dedicated account manager
- Access to private discussion groups to connect & collaborate with training peers
- Connect & collaborate within public sector communities
- Membership enables access to exclusive case studies, whitepapers & reports
Enterprise
X%
to be discussed
Tailor-made training programs with flexible training credits shareable amongst your team across many courses
- Learning & development consultant
- Dedicated account manager
- In-house training options
- Premium report
- Access to private discussion groups to connect & collaborate with training peers
- Connect & collaborate within public sector communities
- Membership enables access to exclusive case studies, whitepapers & reports
* Most full-day Public Sector Network courses (which may be split over two days) will require one credit, which is valued at approximately $US595 or $A795, plus tax
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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