In-house and scheduled training
Online customer experience training in Perth
Practical training for people creating better online experiences, delivered in-house for your team or in small groups in Perth.
Creating and managing online services isn’t always straightforward. There are different customer needs to understand, content to organise, systems to work around and teams to bring together. And as search and AI change how people find information, there’s even more to think about.
These courses come from more than 25 years of working through those challenges with organisations and the people who use their services. They’re practical, grounded in real examples and designed to help you make better decisions and put what you learn to work straight away.
Every course can be delivered in-house, on a date that suits you, with examples tailored to your organisation and your customers. You can also join a scheduled course in Perth.
Training for people across your organisation
In-house: up to 16 people, $2,500 + GST
Scheduled: up to 16 people, $395 + GST per person
These half-day courses suit online communications and content teams, and anyone who writes, publishes or manages website content. They also help people across different business areas understand how their work shapes the online customer experience. Each course stands on its own, but together they build a fuller picture of what makes an online experience work.
Understand people
Customer experience and web accessibility
See the online experience through different people’s eyes. Recognise the barriers that get in the way and learn practical ways to make content and services work for more people.
Next course: Thursday 18 March 2027
View course details: Customer experience and web accessibilityUnderstand the journey
Customer journey mapping
Understand the experience from end to end, the way your customers do. Map a journey, find the friction and turn what you discover into practical improvements.
Next course: Thursday 3 December 2026
View course details: Customer journey mappingCreate the content
Writing for the web
Turn complex information into clear, useful content people can find, understand and act on. Learn practical techniques for structure, plain English, accessibility, search and AI.
Next course: Thursday 12 November 2026
View course details: Writing for the webMake it findable
Search, AI and your content
Understand how people are finding information now, and how clear, complete and well-structured content helps people, search engines and AI tools use it accurately.
Next course: Thursday 11 February 2027
View course details: Search, AI and your contentSpecialist training for your teams
In-house: up to 12 people, $3,500 + GST
Scheduled: up to 12 people, $595 + GST per person
These deeper half-day courses, run in smaller groups, go further into the planning, decisions and practical work involved in managing and improving websites and online services. They’re designed for digital and communications professionals, content managers, project teams and others responsible for the customer experience, whether you’re managing day-to-day operations, building specialist skills or preparing for a major project.
Understand your audience
Customer research and testing
Learn practical ways to understand the people using your online services, choose the right research for your question and turn what you learn into better experiences.
Next course: Thursday 4 March 2027
View course details: Customer research and testingStructure the experience
Information architecture and content structure
Plan information architecture, navigation, reusable content and search for websites where menus and pages are only part of how people find what they need.
Next course: Thursday 6 May 2027
View course details: Information architecture and content structurePlan the roadmap
Planning a website redevelopment
Learn the roadmap for planning a website redevelopment, from evidence and requirements through to choosing a CMS and vendor, before design and development begin.
Next course: Thursday 20 May 2027
View course details: Planning a website redevelopmentManage the experience
Governing the online customer experience
Create clearer ownership, stronger standards and a practical approach to continuously improving your online customer experience, with templates to help you shape your own.
Next course: Thursday 3 June 2027
View course details: Governing the online customer experienceBring any course to your team
Every course can be delivered in-house, on a date that suits you. I’ll tailor the examples and discussion to your organisation, your customers and the challenges you’re working through, and bring the training and catering to you.
It’s also a great way to build shared understanding across a team, or to bring a project team together before major work begins.
For larger groups, please enquire about available options and pricing.
Arrange in-house trainingLearn from real experience
I’m Michelle Kember-Imrie. For more than 25 years, I’ve worked with organisations to understand their customers, simplify complex content and services, improve accessibility, bring teams together and plan and deliver digital projects.
I’ve also spent years listening to and learning from the people who use these services, through customer research, interviews and user testing.
I bring both perspectives into the training room through real examples, practical approaches and lessons learned along the way. You’ll learn not just what works, but why it works and how to apply it in your own organisation.
More about MichelleWhat’s included
Practical tools and resources
Depending on the course, you’ll leave with templates, roadmaps, checklists and other resources drawn from the approaches I use in my own work, along with a certificate of attendance.
A warm, welcoming experience
I put care into creating an environment where people can settle in, feel comfortable and enjoy learning together.
And yes, there’ll be great food
I take this part seriously too. Scheduled courses include a scrumptious morning tea. In-house sessions include morning or afternoon tea to suit your timing, and I’ll happily cater for dietary requirements.
For scheduled courses, I choose welcoming Perth CBD venues with a little more character than the usual training room. For in-house courses, I bring the training and catering to you.
Michelle is a fantastic trainer and mentor. She delivers engaging and well-structured training on writing for the web, with accessibility as her strength. From copywriting in simple language to explaining how to structure pages correctly for assistive technologies, Michelle ensures her training is practical and easy to apply.