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Using journey mapping to adapt your services for the COVID-19 world

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Date: 18 June 2020 at 01:00 am Presenter: Pro Bono Australia Run time: 60 minutes Location: Online Materials Price: $50 (in AUD)

× The live session has passed. Catch up by downloading the post-webinar pack below.



Join this 60-minute webinar to understand your client experiences, identify any pain points, and create better solutions that keep both the people you care for and your employees safe.

Since the spread of COVID-19 in Australia, many organisations have had to quickly react to change how they work to be able to continue providing services. Now that we understand that things could look different for a while, it’s important that we review how these changes affect our services from a client experience perspective.

In this webinar, our expert presenters from Impacto Consulting will introduce you to the extremely useful tool of journey mapping. Journey mapping is a way to holistically visualise your clients interactions with your organisation end to end. It captures how they feel at each point and identifies any barriers or pain points, so that you can understand what is most important to them. It also helps you take a strategic view of your services, so that when you make isolated changes you can see how that impacts the whole journey.

You’ll learn:

  • what a journey map is;
  • how journey maps can help your organisation during this period;
  • how empathy for your client can help you provide better care; and
  • how to map the client journey for your organisation.

Who should attend?

This webinar is for CEOs, board members and leaders of purpose-driven organisations.

Ticket price:

  • Live access to the webinar — all you need is a computer and/or phone
  • Access to the interactive chat box to have your questions answered live
  • Digital Post Webinar Pack — the packs are emailed to you a week after the webinar and include the audio and visual recordings, and slide deck.

Presented by: 

Tracey Newman and Dan Bentley, co-founders and directors of Impacto Consulting. Impacto Consulting is a social innovation consulting business whose purpose is to innovate with for-purpose organisations to deliver big on social impact.

About Pro Bono Webinars:

Our 60-minute webinars are the capacity building tool you need to help you grow your impact. Curated specifically for people working in purpose-driven organisations, they’ll equip you with actionable takeaways that you can implement in your day-to-day.

Don’t believe us? Check out what others have said about us:
“Fantastic webinar, very stimulating. Lots to think about and will definitely open up some interesting conversations at work.”
“Thank you for hosting webinars on topical issues. Well done.”
“Loving it, keep it up! And thanks!”

Plus, by buying a webinar you are helping us increase our impact. As a social enterprise and B Corp, we’re a for-profit business that exists to make a positive impact. We fund ourselves through a number of paid products so that we can keep our news service and skilled volunteering opportunities free. Find out more about our social impact.

Pro Bono Australia

Pro Bono Australia


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