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Multiple Days | Max. 16 Participants
2 days
Workshop Outcomes
- Understand the principles and value of strategic user experience (UX) design.
- Apply user-centered design thinking to solve business and customer challenges.
- Conduct basic user research to understand customer needs and behaviours.
- Map customer journeys to identify opportunities for improvement.
- Design user experiences that are intuitive, accessible and inclusive.
- Balance user needs with organisational objectives and operational constraints.
- Collaborate effectively with stakeholders to develop user-focused solutions.
- Develop a practical action plan to improve user experiences within their organisation.
Topics Covered
- Introduction to Strategic User Experience (UX)
- Understanding Users Through Research and Insights
- Design Thinking Principles and Human-Centred Design
- Creating User Personas and Empathy Maps
- Customer Journey Mapping and Experience Design
- Identifying Pain Points and Improvement Opportunities
- Designing Accessible and Inclusive User Experiences
- Prototyping, Testing and Validating Solutions
- Aligning User Experience with Business Strategy
- Measuring, Evaluating and Continuously Improving User Experiences
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
Exceptional user experiences are at the heart of successful digital transformation. This practical and interactive workshop introduces participants to the principles of strategic User Experience (UX) design and equips them with practical tools to create user-centred solutions that align user needs with organisational goals. Participants will explore design thinking, user research, personas, empathy mapping and customer journey mapping to identify pain points and opportunities for improvement. Through hands-on activities, collaborative exercises and real-world case studies, they will learn to design accessible and inclusive experiences, test and refine ideas through prototyping and feedback, and measure UX outcomes to support continuous improvement. By the end of the workshop, participants will have practical tools and an action plan to apply user-centered design principles to their products, services, processes and digital transformation initiatives.
Workshop Outcomes
- Understand the principles and value of strategic user experience (UX) design.
- Apply user-centered design thinking to solve business and customer challenges.
- Conduct basic user research to understand customer needs and behaviours.
- Map customer journeys to identify opportunities for improvement.
- Design user experiences that are intuitive, accessible and inclusive.
- Balance user needs with organisational objectives and operational constraints.
- Collaborate effectively with stakeholders to develop user-focused solutions.
- Develop a practical action plan to improve user experiences within their organisation.
Topics Covered
- Introduction to Strategic User Experience (UX)
- Understanding Users Through Research and Insights
- Design Thinking Principles and Human-Centred Design
- Creating User Personas and Empathy Maps
- Customer Journey Mapping and Experience Design
- Identifying Pain Points and Improvement Opportunities
- Designing Accessible and Inclusive User Experiences
- Prototyping, Testing and Validating Solutions
- Aligning User Experience with Business Strategy
- Measuring, Evaluating and Continuously Improving User Experiences
Who is this workshop for
Digital and Technology Program Managers
Project Managers, Project Leaders, Project Team
Business Analysts and Process Owners
Change Management Practitioners, Change Managers and Change Coordinators
Coaches and Consultants
Continuous Improvement and Business Improvement Practitioners
Human Resources Practitioners
Organisational Development and Learning & Development Practitioners
Handouts/materials provided
All learning materials supplied
What to bring
Laptops (optional) and writing materials
Facilitator
About the facilitator
Bernadette (BJay) Lakey is an award-winning Senior Learning, Organisational Development and Change Consultant with more than 20 years of experience helping organisations build high-performing leaders and future-ready workforces. She partners with leaders to design and deliver learning, leadership, organisational development and workforce capability solutions that align people strategy with business priorities and deliver measurable organisational outcomes.
Working across the mining, energy, banking, government, transport, professional services and not-for-profit sectors, BJay has partnered with complex, multi-site and regulated organisations through organisational transformational change. She is recognised for translating complex business challenges into practical, scalable solutions and programs that strengthen organisational capability, leadership effectiveness, team performance and sustainable learning cultures.
As a trusted advisor, BJay collaborates with clients to diagnose organisational needs, identify capability gaps and develop tailored organisational development and learning strategies. Her expertise includes organisational diagnostics, learning strategy, leadership development, workforce capability, change management, culture transformation, talent development, succession planning, coaching, performance improvement and organisational design.
An accomplished instructional designer, master facilitator and consulting leader, BJay has designed and delivered evidence-based learning solutions ranging from targeted workshops to enterprise-wide leadership academies, capability frameworks and blended learning programs. She has facilitated hundreds of leadership programs, people skills training programs, strategy workshops and organisational development initiatives, whilst also leading facilitation and consulting teams delivering large-scale transformation, learning and capability projects.
Throughout her career, BJay has held career roles and provided consulting services with organisations including Rio Tinto, Santos Energy, Roy Hill, Chevron Australia, P&N Bank and Western Australian Government agencies
BJay holds a Graduate Certificate in Business, Certificate IV in Training and Assessment, and certifications in Coaching Leaders, Change Management, Human-Centred Organisational Development, Organisation Design, SAFe Agile, PMBOK Project Management, Human Synergistics, DiSC and Myers-Briggs. She is currently completing an MBA (Leadership and Management Behaviours) at Curtin University.
Key Expertise
- Leaders Leading Others Through Change
- Learning & Development for Capability
- Leadership Development
- Organisational Development
- Diversity, Equity and Inclusion
- Effective Communication Through Change or Conflict
- Talent Development and Succession
- Conflict Resolution
- High Performance Teams
- Change Management and Transformation
- Culture Transformation for Humans
- New Ways of Working (including AI)
- Emotional Intelligence and Mindset
- Digital Transformation
- Interpersonal workplace relationships
- Growth Mindset
- Building and Maintaining High Performance Teams
- Designing Strategic User Experiences
- Master Facilitation Skills
- Capability Frameworks and Pathways
- Coaching and Feedback Skills
- Instructional Design
Industry Focus
- Oil and Gas
- Mining
- Government
- Not for Profit
- Professional Services (Consulting)
- Banking and Finance
Based in:
About the facilitator
Bernadette (BJay) Lakey is an award-winning Senior Learning, Organisational Development and Change Consultant with more than 20 years of experience helping organisations build high-performing leaders and future-ready workforces. She partners with leaders to design and deliver learning, leadership, organisational development and workforce capability solutions that align people strategy with business priorities and deliver measurable organisational outcomes.
Working across the mining, energy, banking, government, transport, professional services and not-for-profit sectors, BJay has partnered with complex, multi-site and regulated organisations through organisational transformational change. She is recognised for translating complex business challenges into practical, scalable solutions and programs that strengthen organisational capability, leadership effectiveness, team performance and sustainable learning cultures.
As a trusted advisor, BJay collaborates with clients to diagnose organisational needs, identify capability gaps and develop tailored organisational development and learning strategies. Her expertise includes organisational diagnostics, learning strategy, leadership development, workforce capability, change management, culture transformation, talent development, succession planning, coaching, performance improvement and organisational design.
An accomplished instructional designer, master facilitator and consulting leader, BJay has designed and delivered evidence-based learning solutions ranging from targeted workshops to enterprise-wide leadership academies, capability frameworks and blended learning programs. She has facilitated hundreds of leadership programs, people skills training programs, strategy workshops and organisational development initiatives, whilst also leading facilitation and consulting teams delivering large-scale transformation, learning and capability projects.
Throughout her career, BJay has held career roles and provided consulting services with organisations including Rio Tinto, Santos Energy, Roy Hill, Chevron Australia, P&N Bank and Western Australian Government agencies
BJay holds a Graduate Certificate in Business, Certificate IV in Training and Assessment, and certifications in Coaching Leaders, Change Management, Human-Centred Organisational Development, Organisation Design, SAFe Agile, PMBOK Project Management, Human Synergistics, DiSC and Myers-Briggs. She is currently completing an MBA (Leadership and Management Behaviours) at Curtin University.
Key Expertise
- Leaders Leading Others Through Change
- Learning & Development for Capability
- Leadership Development
- Organisational Development
- Diversity, Equity and Inclusion
- Effective Communication Through Change or Conflict
- Talent Development and Succession
- Conflict Resolution
- High Performance Teams
- Change Management and Transformation
- Culture Transformation for Humans
- New Ways of Working (including AI)
- Emotional Intelligence and Mindset
- Digital Transformation
- Interpersonal workplace relationships
- Growth Mindset
- Building and Maintaining High Performance Teams
- Designing Strategic User Experiences
- Master Facilitation Skills
- Capability Frameworks and Pathways
- Coaching and Feedback Skills
- Instructional Design
Industry Focus
- Oil and Gas
- Mining
- Government
- Not for Profit
- Professional Services (Consulting)
- Banking and Finance
Based in:
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