Overview
Delivered on time. Delivered on budget. Still failing the people who need it most.
Most government digital projects are delivered on time and on budget yet still frustrate the very people they are meant to serve. The problem is not funding. It is not technology. It is the gap between what teams build and what users actually need. Advanced UX is how you close it.
Compliance is the floor. Better services are the goal.
Australia’s 2025 OECD Digital Government Index score of 0.88 ranks it second globally, reflecting strong national digital government capability. But digital maturity does not automatically translate into services that are easy, accessible or trusted by the people who rely on them. As the Digital Experience Policy, Digital Service Standard and investment assurance processes raise expectations for evidence-based service delivery, advanced UX becomes critical: helping teams understand user needs, reduce complexity, test assumptions and design public services that work in practice.
Good digital services build trust. Poor experiences create demand.
Trust in specific Australian public services reached 73% in 2025, up from 71% in 2024 (APSC, 2025). Advanced UX helps teams improve that service experience by reducing confusion, removing friction and designing services that people can complete with confidence.
For practitioners who know UX matters and need the tools to prove it.
This masterclass is for experienced UX, CX, service design and digital professionals who are done with introductory sessions and ready to tackle the real challenge: applying advanced UX capability inside government organisations where delivery pressure, governance requirements, competing priorities and resource constraints push user needs to the back of the queue.
You already know the fundamentals. Now learn how to make UX stick.
This course is built for practitioners who are ready to go further: UX designers building the case for a seat at the table, service designers fighting for discovery time, product managers who know something is wrong but cannot prove it, delivery leads who want to build teams that get it right the first time, and digital leaders responsible for improving services at scale.
Less theory. More tools you can use immediately.
Participants leave with practical frameworks, AI-assisted workflows, stakeholder influence techniques, measurement tools and real government case studies ready to apply from day one.
Who Should Attend?
This masterclass is for experienced UX, CX, service design, product and digital delivery professionals who work in or with government and want to move beyond UX fundamentals. It is suited to practitioners and managers responsible for improving public-facing services, embedding user-centred ways of working, strengthening team capability and demonstrating the value of UX in complex delivery environments. Senior leaders sponsoring digital service improvement may also benefit, but the course is primarily designed for practitioners and managers who need to apply UX in real delivery contexts
UX, CX and service design practitioners
Product, delivery and digital transformation professionals
Business analysts, researchers and insights professionals
Accessibility, inclusion and service improvement leads
Managers and team leads responsible for public service improvement
Learning Outcomes
By the end of this course, you will be able to:
Apply advanced UX methods within complex government environments, framed around service delivery, demand reduction and operational efficiency
Use AI for rapid ideation, prototyping and research synthesis, embedded into day-to-day UX workflows rather than treated as a separate capability
Influence executives and stakeholders by linking UX outcomes to budget, workforce and demand management priorities
Measure UX outcomes using practical service, efficiency and operational metrics leadership teams will act on
Design for accessibility, digital inclusion, low and no connectivity, and service resilience from the start, not as a compliance exercise at the end
Apply lightweight UX approaches that fit government delivery constraints and can be used by non-specialist practitioners
Build stronger discovery and research practices using realistic government scenarios
Facilitate inclusive workshops that surface insights from quieter participants, not just the most active voices
Embed UX capability across multidisciplinary teams so strong design outcomes do not depend only on specialist resourcing
Online Training
Advanced UX Masterclass
Session details
- Comprehensive Understanding of CX: Better understand its importance and business impact through holistic customer view.
- Learn the Fundamentals of UX and Service Design: Understand core principles such as usability, accessibility, service blueprinting, journey mapping, and touchpoint analysis.
- Hands-On Application: Apply real-world scenarios through activities and case studies to enhance customer experience, capturing and representing customer needs for key stakeholders.
No previous experience necessary
Key Sessions
Advanced UX Methods, AI Integration & Stakeholder Influence
Welcome and introductions
Course purpose and structure:
- Day 1 focuses on advanced UX methods, AI integration, and stakeholder influence.
- Day 2 focuses on accessibility, discovery, lightweight methods, and building capability.
- Framing: compliance with the Digital Service Standard is the floor, measurably better services is the goal.
The advanced UX landscape in government
A practical assessment of where UX capability is today and where it needs to go.
• What separates foundational UX from advanced practice in a government context
• How the Digital Experience Policy, Digital Service Standard and investment assurance processes are raising the bar
• Why delivery pressure, governance requirements and resource constraints are the real UX challenge
• Australia's OECD standing and what it actually demands of practitioners
• The shift from UX as a design discipline to UX as a service delivery capability
Move beyond awareness to practical AI integration in day-to-day UX work, including sense-checking ideas, catching issues earlier and shifting from rework to continuous refinement. Applying these tools within your agency's AI use policy.
- Using AI to bring alternative perspectives earlier in the design process, before anything goes to formal review
- AI for rapid UX ideation: generating and pressure-testing concepts faster without losing design rigour
- AI-assisted prototyping: accelerating from idea to testable artefact
- AI for research synthesis: pattern recognition, gap identification and faster sense-making
- Assessing work against best practice, compliance and experience standards upfront using AI, rather than waiting for downstream review cycles
- Exploring AI use in design systems: generating interfaces based on existing design standards and requirements
- AI governance, privacy, legal and policy considerations for public sector practitioners
- Knowing where AI assists and where human judgement remains essential
Practical techniques for getting UX taken seriously at every level and for facilitating the conversations that surface what actually matters.
- Why UX struggles to gain funding unless linked to budget constraints, workforce shortages and demand reduction
- Repositioning UX as improving service delivery and reducing operational workload, not just customer experience
- Translating UX evidence into language executives and budget holders respond to
- Navigating organisational complexity and competing priorities without losing user focus
- Building the business case: linking UX outcomes to cost savings, error reduction and service performance
- Inclusive workshop facilitation: practical techniques to ensure quieter participants contribute as much as the most active voices
- Managing engagement so all perspectives reach the table, not just those of the most confident attendees
- Practical approaches for teams where executive buy-in is essential but senior leaders are unlikely to attend
Participants apply the morning sessions to:
- Identify the UX challenge they most need to solve in the next 30 days
- Map the stakeholders, their priorities and the operational evidence they need to act
- Draft a one-page UX value statement framed around service delivery, demand reduction or workforce efficiency
- Design a facilitation approach that ensures all voices in the room, not just the loudest, shape the outcome
- Pressure-test the plan with peers from other agencies
Build a UX measurement approach your executive and delivery teams will actually use.
- Why output metrics, such as number of tests or artefacts delivered, fail to demonstrate UX value
- Service metrics: task completion, error rates, abandonment and time on task
- Efficiency metrics: reduced call centre demand, rework rate and cost to serve
- Customer metrics: satisfaction, trust, effort scores and accessibility compliance
- Behaviour metrics: adoption of redesigned services and reduction in workarounds
- Designing a UX outcomes dashboard for executives and governance reporting
- Linking UX measurement back to the Digital Experience Policy and investment assurance
Reflections and Closing Remarks
End of Day 1
Module 6: Accessibility-first design, digital inclusion and service resilience
The most persistent gaps in public sector digital products and why catching them at the end costs far more than building them in from the start.
- Accessibility as a first principle: designing for users with lower digital confidence, using older devices or living with disability, not just meeting compliance checklists
- Why accessibility issues caught at acceptance testing require expensive redesign and sometimes rearchitecture, and how to prevent it
- Low and no connectivity as a design constraint: rural and non-metro usage scenarios are far more prevalent than most teams realise, and a major driver of dissatisfaction with government services
- Designing for offline, degraded and intermittent connectivity from the beginning of service design and journey mapping
- Fallback and contingency planning: what happens when there's an outage or service interruption? Thinking through fallbacks often uncovers process and system gaps that haven't been factored in
- Service resilience and continuity planning as a UX and service design responsibility
- What New Zealand’s Web Accessibility Standard 1.2 and emerging Digital Accessibility Standard signal for Australian digital government practice
- Testing for inclusion: reaching the users most often excluded from research panels
Build stronger discovery practices that surface real problems, not assumed ones.
- Why limited access to users is one of the most common blockers to good UX in government
- Advanced discovery techniques that work within government constraints
- Problem definition frameworks that distinguish technology problems from people, process and data problems
- Design thinking applied to complex, multi-stakeholder public sector challenges
- Customer-centred decision-making: keeping user needs visible throughout delivery
- Using AI to accelerate desk research, secondary synthesis and gap analysis
- Embedding discovery earlier in delivery to reduce costly rework downstream
Apply UX methods that fit real delivery constraints without sacrificing rigour.
- Why delivery speed and resource shortages make heavyweight UX methods impractical in most agencies
- A practical toolkit of lightweight UX approaches that non-designers can apply
- Rapid research methods: guerrilla testing, corridor testing, diary studies and remote unmoderated approaches
- Fitting UX into agile and hybrid delivery models without losing user focus
- Making UX the default, not the exception, in project governance and intake
- Practical UX approaches for change management and driving adoption of new digital experiences
- Templates and reusable artefacts that save time without compromising quality
Embed UX practice beyond the specialist designer so the whole team can contribute.
- Why UX is becoming everyone’s responsibility, not just designers’
- Building UX maturity across organisations: from ad hoc to embedded practice
- Helping product managers, analysts, developers and delivery managers apply UX thinking
- AI-assisted UX as a capability multiplier for teams with limited design resources
- Strategic workforce planning: building UX capability through literacy, training and responsible adoption
- Seeing what good looks like: government case studies from Transport for NSW, Australian Digital Health Agency and others
- Learning from peers through a cross-cohort community of practice you keep after the course
Participants apply the day’s learning to:
- Identify three advanced UX methods or AI-assisted workflows to implement in their agency
- Develop a one-page UX capability plan covering methods, measurement, accessibility and stakeholder engagement
- Map one specific low or no connectivity or accessibility consideration to address in a current project
- Map the first artefact or pilot they would ship in the next 30 days
- Prepare a brief for their team or executive on advancing UX maturity, framed around service delivery rather than design quality
- Share implementation priorities and lessons with peers
Reflections and closing remarks
End of Day 2
What your peers had to say
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Join this training for professionals working within the Public Sector
Regular
Ends 28 Jul
$A 1195
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