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?

Customer/Citizen experience | User Experience | Service delivery | Process improvement
Innovation and Digital | Product Manager/ Product Owner | Service Design | Content Design

Learning Outcomes

Gain a comprehensive view of the customer’s experience: understand their needs, motivations, and expectations
Drive powerful and meaningful connections with quantitative and qualitative customer insights
Uncover personas to deliver personalised customer experiences
Adapt customer journey mapping for different functions to help decision-making for successful project and service delivery

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
View course modules

Level: Fundamentals

No previous experience necessary

or

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

Extra Early Bird

Ends 28 Jun

$795 AUD

per person + tax $400 saving

 

Early Bird

Ends 26 Jul

$995 AUD

per person + tax $200 saving

 

Regular

Ends 11 Sep

$1195 AUD

per person + tax

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1 credit

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Additional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]

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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

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15%

discount off course prices

Purchase 6-15 training credits*


  • Dedicated account manager
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  • 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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Empowering the public sector with meaningful actionable advice to help solve the problems worth solving. If you would like to do an in-house course, please get in touch.

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