Customer Journey Mapping Masterclass

Customer Journey Mapping Masterclass
Live Online Masterclass 
Thursday 25 February 2021
9:15 AM to 1:00 PM (AEST)
Professional & Associate $275
Affiliate $295
Non Member $325
*This masterclass will not be recorded so attendance is required



A link to the event will be sent to those that have registered the day before the event. 

If you are a NSW public sector employee, then you are eligible for Affiliate membership free of charge. Click here to join.


Learn how to look at the world from your customers perspective

ABOUT THIS EVENT 

Governments around the world are increasingly exploring how to reimagine their services from end-to-end to provide a better experience for their citizens. Meanwhile, public expectations and pressures to improve government services are rising. 

Mapping and measuring customer experience has become key to improving citizens’ experience. Those who do this well clearly outperform the laggards. 

The customer journey mapping masterclass will provide you with practical tools to develop a deeper understanding of your citizens’ experience in dealing with your organisation. This hands-on workshop will support you to develop the key stages in your citizen’s journey map. You will then explore each step in detail to better understand your citizen’s experience and where there are opportunities for improvement.  

This masterclass is part of the Customer Service series which is a direct response to the NSW public sector’s focus on putting users at the centre of service design and delivery to create better services and improved outcomes. 

WHY YOU SHOULD ATTEND

A customer journey map is a tool that helps to build an empathetic and collective understanding of your citizens’ needs - what they are thinking, how they are feeling, what actions they are taking, and what their pain points are. 

Customer journey maps help you identify key priorities so that you can bridge the gap between your citizens’ current and ideal state. 

Attend this workshop to get a deeper understanding of how customer journey maps are applied across different sectors and then learn how to apply this knowledge to your own organisation and put customers at the heart of decision making.

All IPAA events include purposeful networking which allows you to:

• Build relationships with the speaker/s and fellow guests
• Develop your capabilities 
• Establish connections across the NSW public sector.
 
SPEAKERS

William Dieu
Manager of Customer Experience
Revenue NSW
Department of Customer Service


William Dieu is the Manager of Customer Experience at Revenue NSW, part of the Department of Customer Service. He has over 18 years of Customer Experience research, human centred design and consulting experience, helping both public and private organisations design strategies to deliver a better experience for customers.

William enjoys travelling the world (pre-covid) to experience different cultures and to learn from the variety of customer experiences on offer.
 
Alissa Mott
Service Designer and Product Manager
Department of Customer Service


Alissa Mott is a Service Designer and Product Manager at the NSW Department of Customer Service.

With a passion for using human-centred design approaches to solving problems, Alissa works inside the Customer, Delivery and Transformation team to identify opportunities to improve the way people can interact with government, especially during difficult moments in their lives.

Alissa has worked with a range of government and non-government agencies to support and accelerate digital transformation and design-led service initiatives, including most recently the delivery of the Australian Death Notification Service on behalf of NSW Births, Deaths and Marriages.
 
Kimberly Richards
Senior Service Designer
Customer, Delivery and Transformation Team
Department of Customer Service


Kimberly currently works as a Senior Service Designer for Department of Customer Service in the Customer, Delivery and Transformation Team. Spending the last decade working in a wide variety of customer roles across frontline, operations, customer experience and service design, she brings a very unique perspective when trying to solve customer problems. Kimberly is passionate about empowering people across all levels within organisations to make better decisions to improve customer and employee experiences using human centred research & design, paired with data driven insights.

HOW TO REGISTER

You must register to secure your spot. After logging in to your account/creating an account, click 'register myself' and agree to our terms and conditions. Once you have agreed, save your response.

Then click proceed to checkout, add payment details and submit your order. If you do not receive a confirmation email from IPAA, you have not successfully registered. 

PAYMENTS

Please note, if you have an outstanding invoice for this event, you will not receive a link to the live event. 

IPAA is a not-for-profit so we charge a small fee for our events to support us to tailor content specifically for the NSW public sector This ensures all the content you view is both relevant and timely.

CONTACT

Contact our office on 02 8066 1910 or email events@nsw.ipaa.org.au for any questions and/or clarifications.
 
When
25/02/2021 9:15 AM - 1:00 PM
Where
Sydney, NSW 2000 AUSTRALIA
 

Terms and Conditions
Payments

Payment is required prior to attending the event or course. Please contact an IPAA NSW staff member if an exception is required.

Payments - Online Events

If you have an outstanding invoice for the event, you will not receive a link to the live event. 

Online Events

Only people registered to the event can access the content. Do not share login details with people who have not registered to the event

Cancellation policy - Events
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the event – no penalty will be incurred
  • Cancellation received within 6-10 business days of the event – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the event – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the event are non-refundable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the start date – no penalty will be incurred
  • Cancellation received within 6-10 business days of the start date – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the start date – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the start date are non-refundable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend and event or course, 100% of the fee must be paid.

Transfer policy - Events
  • All requests for transfers must be in writing
  • Substitute nominees may attend in your place where deemed appropriate; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Scheduled Courses
  • All requests for transfers must be in writing
  • Your course registration can be transferred to another course without penalty if requested more than 10 business days prior to the course start date. Otherwise, the above cancellation policy applies. Transfers can only be requested when the course fee has been paid in full.
  • Transferring your registration to another person can be done at any time without penalty if nominee details are provided within a minimum of 2 business days prior to the course start date. Transferring from a member to a non-member will result in a fee increase in line with the non-member course fee.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
We may in our discretion waive cancellation charges in exceptional circumstances, but we will not waive cancellation charges on account of work commitments.

Program Changes

IPAA NSW reserves the right to change programs/speakers/venue, or to cancel programs if the enrolment criteria are not met or when conditions beyond our control prevail. All registrants will be notified in the event of cancellation and their registration fee will be refunded.

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