CX Discovery & Research: Human-Centred Design
Full day training
Want to understand your customers and design better customer experiences?
Join PeakXD’s CX Discovery & Research: Human-Centred Design course and gain the skills to plan, conduct, and document customer research that aligns with the Australian Government Digital Service Standard and international CX and UX best practices.
This hands-on training will help you uncover real customer needs, build empathy, and create evidence-based solutions.
✅ How to plan and conduct effective customer research, regardless of your budget.
✅ How to uncover customer journeys and pain points to design better experiences.
✅ How to effectively communicate insights and engage challenging stakeholders.
✅ Practical skills and methods that work across industries, aligned with ISO standards.
Delivered by PeakXD - a leading Australian CX and service design consultancy - who will share their knowledge and experience conducting research with a diverse range of organisations across Australia, spanning government, education, technology, finance, and non-profit sectors.
Who should attend:
✅ CX managers and teams
✅ Product managers and teams
✅ Community engagement teams
✅ Business analysis teams
✅ Project managers
✅ Marketing and communications teams
✅ Website and digital teams
Hands-on activities include:
Curriculum
Our curriculum is aligned with global ISO 9241 standards on human-centred design, ensuring your CX work is based on best practice. You'll learn human-centred design methods, tools, and frameworks based on our experience working on over 600 CX projects.
🚀 Maximise your learning! This course will explore methods to understand the 'problem space' and opportunities for improving the customer experience, and is a precursor to both our CX Ideation and Service Design course and our UX Design & Testing: Human-Centred Design courses which explore the 'solution space'. Discounted tickets are available when you attend multiple courses.
Attend all 3 days to gain a complete end-to-end UX/CX design skillset.
Requirements
Your Training Team
Mentors with 15+ years experience
Tania Lang
TRAINER & PRINCIPAL
Tania is the Principal and founder of PeakXD. She is a self-confessed UX geek and is one of the leaders in her field, having spoken at several conferences and trained over 3,500 people in UX. She has worked for many high-profile clients including Telstra, CommBank, ANZ, Suncorp and Services Australia. She has 4 degrees including a Master of Business (Research), a Grad Cert in Human Factors, a Grad Dip in Marketing and a Bachelor of Science. However, most of her knowledge is from working as a UX designer for over 20 years.
Miranda Wee
TRAINER & SENIOR CONSULTANT
Miranda started working in UX in a Government agency prior to joining PeakXD in 2010. She works as a UX designer and consultant much of her time on client projects doing everything from customer research to testing. She is passionate about UX and holds a belief that the world can be made just a bit better (one user experience at a time). Miranda has a Bachelor's of Multimedia. Miranda enjoys empowering others to learn user-centred design and sharing her industry experience.
Our students work at
Discount tickets
General admission $747 AUD
plus GST = $821.70 AUD
1 day course
Members admission $672.30 AUD
plus GST = $739.53 AUD
1 day course (save 10%)
Subsequent days - $677 AUD each
plus GST = $744.70 AUD
🚀 Maximise your learning! This course will explore methods to understand the 'problem space' and opportunities for improving the customer experience, and is a precursor to both our CX Ideation and Service Design course and our UX Design & Testing: Human-Centred Design courses which explore the 'solution space'. Discounted tickets are available when you attend multiple courses.
Attend all 3 days to gain a complete end-to-end UX/CX design skillset.