UX Masterclass

Elevate Your Customer’s Experience: Fundamentals in UX and Service Design

20 August 2025 | Time: 9.30 AM – 4.30 PM AEST

12 November 2025 | Time: 9.30 AM – 4.30 PM AEST

Virtual
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Overview

When digital services aren’t intuitive, costs rise quickly. Confusing user journeys push people towards costlier assisted channels, inflate support demand, and delay the benefits of digital transformation. Globally, poor user experience is estimated to cost organisations over US$1.4 trillion each year through rework, inefficiency, and lost trust (Adobe Cost of Missteps report, 2024). Every unclear step, missed interaction, or frustrating process has a measurable financial impact — from higher contact-centre spend to reduced digital uptake.

The UX Master Class is an intensive one-day program designed to help professionals understand how UX and Service Design directly influence organisational performance. You’ll learn to connect design quality to real business outcomes, measure cost impacts, and build the case for investment in citizen-centred design. Through practical exercises, you’ll tackle real service pain points and leave with the skills to influence change across teams and stakeholders.

Transform your approach to service delivery. Join the UX Master Class and discover how better design lowers costs, strengthens trust, and delivers better outcomes for your organisation and the people you serve.

Key Learning Outcomes

  • Comprehensive Understanding of CX: gain a holistic view of customer experience, understanding its importance and impact on business success.
  • Learn the Fundamentals of UX: understand the core principles of User Experience, including usability, accessibility, and user-centred design.
  • Service Design Principles: learn the key concepts of Service Design, such as service blueprinting, journey mapping, and touchpoint analysis
  • Integration of UX and Service Design: Understand how UX and Service Design work together to create seamless and engaging customer experiences.
  • Understand the importance of User Research: capture and represent the customer's experience so that key stakeholders can see the need for your customers' context.
  • UX Methodology Toolkit: Through hands-on activities and case studies, you will apply your real-world scenarios to identify opportunities for enhancing your customers’ experience. Come prepared with your customers’ pain points and areas of focus that you’d like to address and improve.

Agenda

We will have 3 breaks over the day for morning tea (15mins), lunch (30mins) and afternoon tea (15mins)

Module 1: A Holistic view of CX

  • Definition and importance of CX
  • Impact of CX on business success

Module 2: Fundamentals of UX Design

  • What is UX Design?
  • Essentials of UI Design
  • Practical exercises on UX design

Module 3: Service Design Basics

  • Understanding service design and its role in CX
  • Service blueprinting
  • Journey mapping
  • Practical exercise: On service design

Module 4: Capturing the User’s Experience

  • Methods of user research
  • Capturing and representing customer experiences
  • Communicating customer needs to stakeholders
  • Interactive session on user research techniques

Module 5: Methodologies Toolkit

  • Understanding the user- Practical exercise: Conducting a user interview
  • Capturing the experience- Practical exercise: Key methodologies the capturing a user’s experience
  • Creating the Solution- Practical exercise: Tools to illustrate the experience
  • Prototyping and Testing- Practical exercise: Tools to prototype your idea

Module 6: UX Maturity of your Organisation

  • Where do you currently sit as a human-centred organisation?
  • What are your challenges?

Module 7: Conclusion and next steps

  • Recap of key learnings
  • Q&A session
  • Resources for further learning



Carmine Mastrantone
​Design Research Leader and Mentor

Meet Your Facilitator

With over 18 years of diverse professional experience, he has developed deep expertise in design research and user-centred design (UCD) methodologies.

His career has equipped him with the skills to lead and inspire high-performing teams and individuals. Building on this foundation, he has focused on designing and delivering UX training programs, completing over 50 mentoring sessions to support designers in advancing their careers.

Professionally, he has played a key role in establishing new design research and experience design teams from the ground up, providing the skills and guidance needed to apply UCD methodologies effectively.

He was recognised with a Good Design Award for design research in 2023 — a testament to his commitment and expertise.

He is passionate about sharing practical experience and looks forward to helping course participants translate UX design and research theory into meaningful, real-world outcomes.

Register Early & Save!

*Group Discounts Available - Contact Registrations at training@publicsector.academy or call (02) 9057 9070
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Early Bird

$995
1Available
  • Expires 4 July 2025

*Prices exclude GST

Standard

$1,195
1Available


*Prices exclude GST

About Us

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PSN Academy is a trusted partner in professional development, dedicated to empowering public sector professionals with the knowledge and skills they need to drive meaningful impact. We deliver innovative training programs and learning experiences that align with the unique needs of government and public service organisations.

Our mission is to build capacity within the public sector by providing high-quality, practical, and accessible learning opportunities. From leadership development and project management to cutting-edge topics like AI, data analytics, and psycho-social risk management, we offer tailored programs that reflect the challenges and priorities of today’s public service.

At PSN Academy, we pride ourselves on delivering content informed by global best practices, guided by the APS and state-based learning frameworks, and facilitated by industry-leading experts. Our flexible delivery options include in-person workshops, virtual training sessions, and hybrid models to suit diverse learning preferences and operational needs.

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