Customer expectations have been raised and they are taking control of who, how and when they engage with brands. Gone are the days of developing stand-alone marketing platforms, propositions and campaigns - if the experience that follows does not live up to this promise – forget it!

You may be feeling the challenge of meeting these soaring customer expectations, but you are in a great position to lead customer-centricity within your organisation.

This workshop provides marketers with a clear way of driving a customer experience focus into all elements of their programs using Design Thinking and has the power to accelerate their impact more broadly.

We challenge and equip you with new ways of thinking and working that you can apply immediately.

Design Thinking Marketing


At the cornerstone of good marketing and customer experience is insight. To keep pace with shifting consumer demands, marketers need the skills and confidence to engage with customers in other ways than through traditional market research.

We show you simple and effective techniques to build empathy and insight skills to get beyond the obvious and start to truly walk in your customers shoes.

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Design Thinking is a mindset and toolset that allows marketers to genuinely understand problems and create solutions that their customers want and need.

We take a problem-based approach to identifying the key pain-points and frustrations of your customers using tools like customer personas and journey maps to pinpoint your focus areas. Then we introduce fast and effective ways of building creativity and ideation skills in your team.



Getting to market with a product and proposition using traditional methods can take months. Using Design Thinking techniques, we show you how to take many ideas into testing using prototyping.

This helps de-risk the process allowing you to test ideas quickly, cheaply ensuring the idea that you invest in and take to market is going to deliver value to your customers.


  • Build capability in driving a customer experience focus in your marketing and beyond.

  • Apply the Design Thinking process to your own customer challenges and leave with a range of ideas and opportunities for overcoming them.

  • Gain practical tools in user empathy, persona mapping, interviewing techniques, idea generation and low-fidelity prototyping, as well as powerful tools for gaining wider organisational buy-in.

  • New tools and techniques for engaging and collaborating with stakeholders and other teams in your organisation that is jargon light and customer-centric.

  • Receive high quality and engaging course materials with relevant case studies, Design Thinking tools and practical tips.

  • Access an online portal featuring printable tools.

Your Trainers

Merryn Olifent


Merryn is a customer-centric and dynamic digital marketing leader with extensive experience in using data insights to transform traditional approaches to customer experience and engagement. Merryn discovered the power of Design Thinking as a marketer in the finance sector and has used it ever since to build high performing teams that are customer obsessed and driven to deliver meaningful customer outcomes. Merryn is passionate about challenging the status quo, experimenting and learning to create business and customer success.  

Andrew Jones


Andrew is Co-Founder of G2 Innovation. Andrew has worked with some of the world's most well-known brands, helping them to solve complex problems and to re-think their innovation strategy and approach. Originally an industrial designer, Andrew has spent his entire career using Design Thinking to support organisations to grow and transform. He is passionate about empowering individuals and teams through Design Thinking and is fortunate enough to be able to train teams nationally and internationally in these user-centric innovation skills. 





read one of our many articles on human-centred design...

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