Building Rich and Powerful Qualitative User Insights

Wednesday, 22 March and 29 March 2023 | 10:00 AM – 2:30 PM AEDT | Online

Training Overview

Applying Human Centred Design principles to transform service delivery

The public sector is increasingly embracing user-centered product and service design. However, budgets and staff remain constrained. Now is your chance, as a project manager and CX practitioner, to maximise your time and resources. You may channel it through research and discovery!

Learn how to better understand your users and uncover ideas that will assist you in framing your problem and planning the rest of your journey. Our two-day User-Centered Research and Discovery training workshop will provide you with insights into integrating tried and tested methods and principles.

Many of these strategies have low or no start-up costs and are simple to use. Furthermore, it will allow you to consider the challenges and plan your journey with consumers and other key stakeholders in mind. You will complete this program with a more comprehensive understanding of User-Centred Research and Discovery approaches and frameworks that you can put into practice right away.

Who Should Attend

This is targeted to people who are new to the HCD; those who have a moderate knowledge and wanting to build their knowledge on research and discovery. Plus:

Project & Product
Manager and Leads

Business Process Improvement Manager, Leads and Officers

Service Designers and
UX Managers and Leads

Learning Outcomes

Build your knowledge of practical application of research and discovery techniques

Learn how to synthesize your design research into actionable insights

Ethnographic research for deep insights that will help you start building a suite of research and discovery techniques

Understand how to overcome the challenges of presenting and structuring qualitative research

Meet Your Facilitator

Mauricio Perez
Human Centred Design Strategist

Mauricio Perez is a Human Centred Design (HCD) strategist in Sydney, Australia. He specialises in Service Design, User Experience (UX) and Customer experience (CX). He is focused on making products and services better for your users, customers, citizens and even staff by placing their needs at the centre of the design process.

He works to find the right problem through research, analysis and synthesis before finding the right solutions through design, testing and iteration. He works across government, financial, health and communication sectors. He also has a passion for inclusive, environmental and ethical design practices.

Key Sessions

Day 1: Module 1Day 1: Module 2Day 2: Module 3Day 2: Module 4

Seeing the World Through the Eyes of Your Users

  • An Introduction to Human Centred Design
    • The Application of HCD Principles to develop and improve products, services, policy and experiences
    • Understanding popular approaches to HCD from Double Diamond to the Swiggle
    • Unpacking the HCD Framework from Investigation, Ideation, Iteration and Implementation
  • Investigation: Starting off Discovery and Research
    • Uncovering unmet needs and framing the problem that needs solving
    • Discovery and Research to build empathy and creativity
    • An overview of popular techniques and tools i.e. interviews; card-sorting, service safari

Ethnographic Research and Stakeholder Mapping

  • Understanding Ethnographic Research and Building Deep Insights
    • Using ethnographic research to understand users or a community from the bottom-up
    • Evaluating the benefits of ethnographic research and its weaknesses
    • What does ethnographic research look like in practice
  • Who are your Stakeholders: Establishing as Clear a Consensus as Possible
    • What is Stakeholder Relationship Mapping and why it is important
    • How to visualise the internal and external stakeholders who are most impacted by the problem
    • Dealing with siloes and hierarchies
  • Suggested Activity: Stakeholder Mapping in Practice
    Using the key learnings from the previous session to start mapping out the key stakeholders of a common service or product that you use on a day-to-day basis.

Refining your writing with editing and proofreading

  • Exploring Additional Research and Discovery Methods
    • Evaluating the pros and cons of various research and discovery methods
    • Diary Study, Expert Interviews, Landscape review, Survey
    • What do these look like in practice
    • Pitfalls and how to overcome them
  • Suggested Activity: Build a suite of research and discovery method that you would like to conduct in your own work. Think about why you have chosen these over the others and what are the potential pitfalls.

Synthesising Data and Unlocking Insights

  • Making Sense of Research Data to Identify Patterns and Trends
    • Techniques to synthesize qualitative data: insight reports, journey maps persona
    • Understanding the pros, cons, common pitfalls and how to address them
    • Developing key insights
  • Affinity Mapping to Unlock Trends and Patterns in Your Data
    • What does Affinity Mapping look like
    • Practical tips to optimise your data and insights
    • Addressing common challenges and how you can overcome them
  • Group Activity: Using Miro/Mural board and the learnings from the previous session’ create an affinity map. This could be of a common product or service that you use on a daily basis, or something that you are working on.


Final Price


per person + GST

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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