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
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
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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