Jamming the educator journey #1

One of my goals this year is to streamline the process and improve the experience of educators and other colleagues who engage engage with the outputs (products and services) from projects that I lead and contribute to. It’s not an insignificant task and I’m not starting from scratch, but the big challenge for me is linking all of the disparate processes and closely-related activities together, as well as connect the three different teams within the portfolio who are crucial for success.

As noted by Kate Kaplan in When and How to Create Customer Journey Maps, journey maps create a vision of the entire customer journey, they become a tool for creating cross-department conversation and collaboration. Knowing who is doing what, and when is is crucial – identifying the key touchpoints across each stage and working to assign them to the relevant team(s) means there’s capacity and capability for the work to be done – it also contributes to a frictionless experience for the educator as they’re ‘seamlessly passed’ from team to team throughout their journey.

I worked with other leads and contributors from within the portfolio for a discovery session, which is resulted in a full and rich whiteboard that mapped the educator journey – great stuff!

The 5E (Entice, Enter, Engage, Exit and Extend) based customer journey map scribbled and scrawled on a whiteboard.

Whiteboarding is a great first step to get ideas down. For more flexibility and to better support iteration and input from others something more shareable and collaborative was needed – I went with a Figma-based Figjam to map out the journey!

Figjam was perfect for highly interactive collaborative sessions, but something else a little less messier and suitable for others is needed – I went with a Figma-based design file to map the journey!

Daily whiteboard (blog)

For many educators, opportunities for recognition of their expertise from within their organisation can be limited. With its capacity for public dialogue and conversation, a blog may be one tool that can help increase organisational awareness of an educator and their engagement with peers from outside the organisation – this may better surface their expertise and activity.

Whiteboarding with Tim.

Daily whiteboard (monday.com board for multimedia)

Right now, the challenge is our capacity to easily identify the number of multimedia assets e.g., still and time-based media, that needs to produced for each project that’s being worked on and the capacity of each team member to contribute to that production in the future. e.g., what are they working on now and what can they work on in the future. Each project is already listing milestones and activities for education design, learning design, but not specifically media design – this makes it difficult to efficiently produce content and perceive what’s coming next. This is especially true when team members are reallocated.

Creating a board, and tasks with required granularity, may contribute to overcoming that challenge while boosting efficiency and productivity, and general feeling of calmness.

Thinking of a master (my)Plan

After a few too many iterations, I finally settled on and submitted my 2023 myPlan – it’s my organisation’s annual requirement for staff to articulate their goals and outputs for the year. It’s easy to consider this as a token tick and flick activity, but given the new structure, team set up and project deliverables a new master plan is what was need – something fitting that enables collaborative and productive outputs that align to the strategic vision.

Goal #1: Enhance the educator experience


Initiate new and embellish existing products, services and activities that enhance the educator experience with the whole of Monash Learning Teaching offerings.

Overall tasks

  • Lead the design, development and delivery of educator-first experiences with Monash Learning and Teaching offerings.
  • Cultivate efficient, effective and productive professional relationships with Monash Learning Teaching colleagues.
  • Identify, explore and initiate new products, services and activities that showcase and support teaching and learning excellence at Monash.
  • Lead the design, development, and delivery of products, services and activities that showcase and support teaching and learning excellence at Monash.
  • Identify and explore opportunities to integrate and optimise existing offerings.


  • Completed documentation that maps the educator experience with Monash Learning and Teaching offerings.
  • Completed products, services and activities that showcase and support teaching and learning excellence at Monash.
  • An efficient, effective, perceivable and reproducible production process that enables the project team.

Goal #2: Lead the multimedia team


Lead multimedia team and personnel in production of still and time-based multimedia content.

Overall tasks

  • Lead the design of efficient and effective workflows and production practices that empowers personnel.
  • Lead the identification, exploration, and implementation of production processes that improve productivity and output, as needed.
  • Actively cultivate and promote a responsive, yet calm production environment.
  • Provide effective leadership of multimedia officers to guide production of content for the Elevate project, Teach HQ and other Learning and Teaching strategic projects.
Measure output
  • Completed high quality still and time-based multimedia content.
  • An efficient, effective, perceivable and reproducible workflows and production process that enables the project team and personnel.

Goal #3: Communicate the offering


Plan and implement the strategic use of Teach HQ as a communication tool and vessel for highlighting Portfolio teaching and learning initiatives.

Overall tasks

  • Lead the development of a framework, including communication checklist in which new and updated technologies are embedded in a system of support and promotion to increase adoption among staff.
  • Co-lead the review and development of essential guides that support application enhancements, version upgrades and new technology implementations, and more.
  • Promote the use of Teach HQ across the faculties through new communication/promotion lines such as a “What’s new” page and Monash Workplace (Facebook), and more.
  • Analyse Teach HQ page and search analytics to evaluate and inform changes of design, placement, and content.
  • Oversee the expansion of Be Inspired and integration across Teach HQ.
  • Support project team (writers, builders and multimedia team) and stakeholders throughout the production process.
  • Use project management tools to monitor and manage task completion and resource allocation.


  • Completed framework and checklists.
  • Completed reviews and revised guides.
  • Increased Teach HQ page views.
  • Increased awareness of Teach HQ and number of users.
  • Increased number of Be inspired exemplars, while ensuring a diverse range of categories and contributions from across the university.

Customer journey map #1 (daily whiteboard)

Making a start on the customer journey map for the 2023 Teach HQ, Be inspired and the MEA (teaching and learning festival) experience – it’s a first take and will probably require some ‘zooming-in’ with details and most likely a service blueprint, and some iteration. That’s cool because that’s what it’s all about – working it out.