30 September 2019

5:30 pm to 7:30 pm


Academy Xi, Level 3, 45 Exhibition St, Melbourne VIC 3000

Event Details

The uptake of Human-Centred Design principles has equipped businesses with sophisticated ways of understanding customers and identifying new opportunities for growth.

The customer journey map is one crucial element of the Human-Centred Design process. Service Designers and User Experience Designers use the artefact to assess, visualise, and master the customer experience. By mapping the complex interaction of actions and emotions over a non-linear time period, the customer journey map can reveal important insights that can unlock opportunities for product and business growth.

Get an in-depth introduction to customer journey mapping and learn:

  • What is a customer journey map?
  • What design tools and techniques are required to build a map?
  • Who are customer journey maps for?
  • Key terminology and concepts
  • How to start and develop your own customer journey map


Amy Lai

Digital Transformation Leader at Digital Transformation Centre

Amy has eight years’ experience across various leadership roles, predominately in helping clients and project teams to take an innovation approach to solving customer needs, through Human-Centred Design, agile ways of working and rapid prototyping. She leverages the Design Thinking and Experimentation tools and frameworks to guide teams to think outside the box and to form creative ideas for their customers.

Amy is an empathetic and passionate leader equipped with strong skills in facilitating collaborative workshops to drive the right outcomes for her clients, while taking an empathy-led approach to all her delivery engagements. She is passionate in cultivating a team culture where people can continuously learn and leverage the opportunities to creatively bring innovation into their work and life.

Dates and fees


30 September 2019

5:30 pm ~ 7:30 pm



Academy Xi,
Level 3,
45 Exhibition St,
Melbourne VIC 3000

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