Overview
Understanding your users and customer centricity is more important than ever as government agencies increase investment in modernisation initiatives and transformation.
A series of surveys has revealed something that we have long suspected, citizens are seeking responsive governments. When it comes to using government services, 81% of citizens expect their requests to be resolved in a single interaction. Meanwhile, more than 85% have said that speed, simplicity, convenience and transparency are important to them.
Putting customers at the centre and designing services that fit people’s lives and skill-levels, will not only increase engagement. But it will build trust and lasting connections.
Customer journey mapping is a series of tools and frameworks that organisations can use to gain a better understanding of their customers; their needs, motivations, expectations and pain points. These insights can then be used to create seamless interactions and drive meaningful connections.
This online course has been designed to give public servants who are striving to improve customer experiences, an opportunity to step into their customers’ shoes. It will enable you to reflect on and uncover their needs, motivations, expectations and pain points. These insights can then be used to create seamless interactions and drive meaningful connections.
Through a mix of presentation and activities this workshop-style session will give you tools, frameworks and insights to unveil your diverse customers. It will enable you to adopt a customer centric lens, look beyond siloes and deliver seamless interactions.
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 comprehensive view of the customer’s experience: understand their needs, motivations, and expectations
Explore a range of customer journey mapping techniques
Adapt customer journey mapping for different functions to help decision-making for successful project and service delivery
Drive powerful and meaningful connections with quantitative and qualitative customer insights
Uncover personas to deliver personalised customer experiences
Understand how to deliver seamless customer interactions and reduce friction
Online Training
Customer Journey Mapping for the 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
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
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
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 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.
What your peers had to say
Register Today
Join this training for professionals working within the Public Sector
Black Friday Sale
Ends 12 Dec
$A 795 + 15% OFF
per person + tax Use Code: BF15OFF for savingExtra Early Bird
Ends 12 Dec
$A 795
per person + tax $400 savingEarly Bird
Ends 16 Jan
$A 995
per person + tax $200 savingRegular
Ends 27 May
$A 1195
per person + taxFor group or payment enquiries or custom training solutions, please contact [email protected]
Can't see what you need?
Download our training catalogue to review all available topics