Overview
This online training schedule is SOLD OUT!
Register for the next session on:
26 February 2026 | 9:00 AM - 4:30 PM AEDT
25 June 2026 | 9:00 AM - 4:30 PM AEST
Government agencies are under increasing pressure to modernise and improve citizen engagement. Recent surveys show that 81% of Australians expect government services to be resolved in a single interaction, while over 85% prioritise speed, simplicity, and transparency in service delivery. This highly interactive training will equip public sector professionals with practical customer journey mapping techniques to design efficient, seamless, and citizen-centric services. Learn how to step into the customer’s shoes, identify bottlenecks, and apply user insights to drive real service improvements. Whether you work in service delivery, digital transformation, UX, or policy implementation, this workshop will give you the tools and frameworks to deliver better, faster, and more accessible public services.
Who Should Attend?
This training is designed for APS 5-6, EL1-2, SES, and state government professionals (Level 6-8, Principal Advisors, Directors) involved in citizen experience, service delivery, digital transformation, and policy implementation. If you’re responsible for designing, managing, or improving public services, this workshop will provide practical tools to enhance user experience and streamline service delivery.
Learning Outcomes
By the end of this course, you will be able to:
Gain a deep understanding of customer motivations, expectations, and frustrations.
Identify broken processes and inefficiencies in service delivery.
Apply journey mapping techniques to create frictionless, user-friendly experiences.
Improve decision-making using quantitative and qualitative citizen insights.
Enhance digital and in-person service channels for higher citizen satisfaction.
Develop a service blueprint to drive transformation in your agency.
Online Training
Customer Journey Mapping for the Australian Public Sector
Session details
This training provides practical, hands-on techniques to help you map customer journeys, identify pain points, and streamline service delivery. Whether you work in service design, digital transformation, or policy implementation, this workshop will equip you with the tools and insights needed to drive real impact in your agency.
No previous experience necessary
Key Sessions
09:00am Welcome and Introductions 09:15am 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
10:00am Morning Tea
10:15am Understanding Personas and Demographics 10:45am Activity: Using the lessons learned from the previous session to start building personas of your customers. 11:45am Present these back to the group 12:00pm Lunch Break
- The purpose of personas in customer journey mapping
- Interviews and customer research: Best practice and ideas
- How to synthesise and present qualitative data
01:00pm Customer Journey Mapping in Practice 01:30pm Activity: Apply concepts from the previous session and start building a customer journey map. 02:30pm Feedback and EvaluationPresent these back to the group 02:45pm Afternoon Tea
- 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
03:00pm An Introduction Creating a Service Blueprint 4:00pm Final Questions and Closing Remark 4:30pm End of Training
- 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 is a strategy-driven problem solver who thrives at the intersection of design, experience, technology, and operations. With a track record of transforming government services, health systems, and digital experiences, Pete has led major initiatives, including Victoria’s first-ever digital strategy and service blueprinting for public health programs and policy reforms. His expertise in customer journey mapping, service design, and innovation has helped agencies across Australia streamline service delivery, improve citizen engagement, and drive meaningful change. With a hands-on, results-focused approach, Pete ensures participants walk away with practical tools and proven strategies to transform public sector services.
Register Today
Join this training for professionals working within the Public Sector
For group or payment enquiries or custom training solutions, please contact [email protected]
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