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In this video interview, Kimberley Reynolds, Former Senior Customer Experience Manager at Sydney Metro, explores how to apply design thinking to create a customer centric organisation and the lessons learned from her own experience using design thinking to date.
Marrying Design Thinking with Business Agility: An inside look at how BT Financial is using Design Thinking to drive innovation and customer centricity
In this article, Elizabeth Pek Director, Experience Design at BT Financial Group, shares the core elements BTFG has been using to develop and embed a design thinking framework across their organisation and how they are recruiting, retaining and up-skilling talent to ensure successful outcomes for their customers.
- Applying hypothesis led design
- Leveraging cross functional and cross organisation teams to work with the inherent uncertainty
- Agile development with software engineers
- Perspectives on failure
In this presentation from Design Thinking 2016, Lenaig Musson, Head of Customer Experience Design, Australia Post, looks at the 18 month journey spent in building a design practice, building capability and driving a fundamental change in the way they do business.
Driving Creative, Human-Centred Solutions through Design Thinking: Insights from the Department of Health
In this article, Anet Redmer, Senior Service Designer at the Department of Health and Founder and CEO of Redmera Pty Ltd shares insight into how organisations can apply design thinking to inspire creativity and leadership, as well as innovative change across large organisations.
In this case study, Robert Lee, Principal Designer, Experiments and Incubation at NAB, shares the steps his team have taken to embed a design thinking framework throughout the organisation and how other businesses can learn from NAB’s journey to date – especially when it comes to designing for disruptive trends and technologies that are set to shape the industry in the years to come.
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In this article, Scott Howard Customer Experience Design Director at QBE, to find out how the insurance giant is embedding a design thinking framework throughout their organisation and overcoming challenges of ambiguity, costs and resistance to ensure design thinking success.