Citizen Journey Mapping for Local Government




Do you or your team have the necessary skills to understand the customer experience and convert this to requirements and change efforts within your business? Join us and learn the core skills needed to map your customer journey and identify the areas required for change. This is arguably one of our most powerful change workshops!

Being able to authentically evaluate your organisation through the eyes of your customers will allow you to fully appreciate the service you offer to the public. With a new perspective, you will be guided through a series of design techniques to help you to identify areas of improvement and create aligned solutions.

This dynamic workshop will take you through a seven-step process to re-orientate yourself and your teams towards full customer centricity. You’ll discover areas you may not have been aware of and then create plans to delight your customers through better processes, systems and engagement. A session not to be missed if you’re looking to better understand how you can put the customer at the heart of every decision.

Unify your department by building genuine value

84% of Australian organisations are now working to improve their customer experience to increase revenue.

Ideal for : 

  • Business Analysts 

  • Business Architects 

  • Finacial Analysts 

  • Digital Designers

  • UX and UI Teams

  • Risk and Governance Teams 

Download the brochure

Customer Journey Mapping Brochure

Course Content

  • When to use a customer journey map in your business

  • Learn the seven steps required to create journey maps

  • How to create and use a personas in your business

  • Identifying customer touch points

  • Understanding empathy based design with sentiment

  • Prioritising the items for customer driven change

  • How to use human centred design to recreate your customer journey

  • Role of analytics and data driven decision making

‘One of the most powerful workshops our team has done. Not only did we better understand the way to map a customer experience, we were able to practically plan to improve processes in a unified manner. Thank you. Great session and enjoyed every minute’ 


Adelaide Superannuation Company
Bespoke Course – 42 people

Fast Facts

  • One day highly interactive workshop

  • Instructor led by one of our dynamic accredited MCBI facilitators

  • 8 hours of professional development

  • Full tool kit with templates supplied

  • Digital Credentials issued

  • Full catering and student support

  • Small class sizes

5 reasons why this workshop is for you

  1. You have a digital transformation underway 

  2. You’d like to examine your value proposition

  3. You have disharmony on priorities and want to reduce friction

  4. You want to improve morale

  5. You need to uplift your internal capability 

Have 6 or more people?


Enquire about having an in-house session to improve your skills and commitment to delivering a great customer experiences

Contact us to learn more


Ticket Type Price Spaces
Standard Ticket $2,495.00