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!

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

This workshop provides marketing teams 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 your team with new ways of thinking and working that they can apply immediately.

persona mapping.JPG

If you work in marketing and have ever asked yourself:

"Do we need to be more customer focussed?"

"How do I discover and empathise with our customers needs?"

"How can we create meaningful interactions with our customers?"

"How do I create a customer journey map?"

"What do I need to ideate effectively?"

"How can I design, develop and test my ideas with less impact on the budget?"

Then this is the workshop for you!

Key Features of the Workshop Include:

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

  • Learn what influences your customer's actions, preferences and needs and how to use this knowledge to to create meaningful engagement with 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.

  • Learn how customer insight can be used to empower you and your team.

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

  • Receive access to an online portal featuring printable Design Thinking tools.

  • Receive lunch, and all the morning and afternoon trimmings!

Next Workshop:


19 July 2018

9am - 5pm


23 AUGUST 2018

$898 per person + GST

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. 







If you're travelling from interstate, our nearest airport is Avalon Airport. It's only 25 minutes away by uber, taxi or shuttle bus. Tullamarine, Melbourne's International Airport, is about an hour away.

If you're travelling from Melbourne, the train journey from Southern Cross Station to Geelong Station takes about an hour and it's the same duration by car.  We also have free parking!


Phone us on (03) 9020 7341 or email

would you like to know more about design thinking?


Click here to Download our Free Guide


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

Looking for something else? We offer a wide range of workshops including:

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