Six-month and twelve-month programs

Online customer experience coaching for teams

Support for teams who want to keep improving.

Training gives people skills they can use straight away. Coaching gives your team time and support to put those skills to work on the services they manage every day.

Over six or twelve months, I work alongside your team on the challenges in front of you. We make space to understand what is happening, work through decisions and try better ways of doing things. The aim is for your team to feel confident making improvements and keeping them going.

Talk to me about coaching See program options

Who coaching is for

Coaching is for teams responsible for websites and online services that many different people rely on. You might work in government, higher education or another organisation with complex information and services to manage.

The program is shaped around your organisation and the people you serve. It can support one person managing a website, or bring colleagues from communications, digital, customer experience and other teams together.

What coaching helps your team do

Managing a large website or online service means balancing what customers need with requests from across the organisation. Coaching gives your team time to step back, decide where to focus and make progress together.

Understand what people experience

Find out where customers get stuck, what they need and how the work behind the scenes affects their experience.

Make information easier to find and use

Improve content and structure so people can find answers, understand them and know what to do next.

Work better across teams

Clarify who manages what, how decisions are made and how different teams can contribute to a better service.

Improve customer journeys

Look beyond individual pages to understand how people move between content, forms, applications and other systems.

Navigate a changing digital world

Think through how people find and interact with your information through your website, search, AI and other services, and how to keep that information accurate and trustworthy.

Know what to improve next

Use customer feedback, analytics and what your team learns to choose practical changes and see whether they help.

How we work together

  1. We start with your priorities

    We begin with a discovery session to understand your team, the services you manage and what you want to change. Together, we agree on a focus for the program.

  2. We work on real challenges

    Each month, we meet for a two-hour working session tailored to where your team is up to, with a one-hour follow-up two weeks later to see how things are going. We look at work your team is doing, talk through decisions and agree on what to try next.

  3. We adjust as you go

    Your team puts ideas into practice between sessions, and your program lead can contact me by phone or email when questions come up. If priorities change or a project needs more attention, we can adjust the focus and pace.

Choose the support that fits you

Coaching can run for six or twelve months, depending on what your team wants to achieve and how much support you need.

Twelve-month coaching

$16,500 + GST

or $1,375 + GST a month

A year gives your team room to work through several priorities, put new ways of working into practice and see what changes over time.

  • Discovery session and an agreed focus
  • Up to twelve two-hour working sessions, tailored to your team
  • A one-hour follow-up two weeks after each working session
  • Phone and email support for your program lead
  • Templates and tools from my own practice for your team to keep
  • Two places at each of my events during your program

Six-month coaching

$9,600 + GST

or $1,600 + GST a month

Six months suits a team that wants sustained support around a more focused challenge or a particular stage of work.

  • Discovery session and an agreed outcome
  • Up to six two-hour working sessions, tailored to your team
  • A one-hour follow-up two weeks after each working session
  • Phone and email support for your program lead
  • Templates and tools from my own practice for your team to keep
  • One place at each of my events during your program

Flexible invoicing. Pay upfront, quarterly or monthly, whichever suits your budget.

Sessions can be held online or in person in the Perth metropolitan area. Regional and interstate sessions can be arranged, with travel and accommodation costs added. I’ll confirm the details for your team in a short proposal.

Why work with me

I’m Michelle Kember-Imrie. I developed this coaching program from more than 25 years of helping organisations improve their websites and online services, and I’ve coached teams through it. I’ve worked with local, state and Commonwealth government, emergency services, universities, ports and private businesses.

I’m now studying a Master of Design Futures at RMIT, which focuses on strategic and service design. That thinking comes into every coaching program, helping teams look at the whole service, not just the website.

Coaching works best when it’s practical, honest and grounded in your team’s real work. That’s how I run every session.

More about Michelle

Beyond training, she is also a phenomenal mentor. I learned invaluable skills from her on how to organise and distribute project tasks effectively (Michelle is a mega organiser!). Her positive approach to problem-solving, outside-the-box thinking, and flexible growth mindset were inspiring and incredibly valuable to learn from.

Cristina Smith Shire of Augusta Margaret River website rebuild

Let’s talk about your team

Tell me what your team is working on, where you’re getting stuck and what you’d like to do better. We can talk through whether coaching would help and what kind of support would suit you.

Contact Michelle

Other ways I can help