Embed Size (px)
Citation preview
This is the author’s version of a work that was submitted/accepted for pub-lication in the following source:
Zelenko, Oksana, Kaur, Misha, Dalgleish, John, & Lowe, Simon(2019)The Future of Design - Using Co-Design Principles to Align Business Suc-cess to Community Needs. InDesign Thinking 2019: Translating Design into Agency, 28-30 October2019, Melbourne, Australia. (Unpublished)
This file was downloaded from: https://eprints.qut.edu.au/135571/
Notice: Please note that this document may not be the Version of Record(i.e. published version) of the work. Author manuscript versions (as Sub-mitted for peer review or as Accepted for publication after peer review) canbe identified by an absence of publisher branding and/or typeset appear-ance. If there is any doubt, please refer to the published source.
Highlight Speakers
28 - 30 OCTOBER 2019 | ROYCE HOTEL, MELBOURNE
TRANSLATING DESIGN INTO
STRATEGY
WE’VE PARTNERED WITHWelcome to Design Thinking Melbourne!
Dear Colleague,
We’re all aware of the shifts toward customer centricity and digital transformation that is critically shaping how we engage with customers, innovate products and services and achieve sustainable growth. So how do organisations create deeper customer engagement and insights to drive innovation outcomes to become truly customer centred?
Moreover, how do organisations embed design-led and agile ways of work to empower a collaborative and innovative workforce to drive 211% long-term returns, like the industry leaders, Nike, Airbnb and Apple.
Design Thinking Melbourne brings together passionate practitioners and researchers, each using design principles to transform and uplift innovative outcomes. Join us and discover how to embed design thinking to improve product and service innovation, enhance customer centricity and facilitate sustainable growth, to enable data-driven transformation and innovation.
Some of the key case studies and themes explored are:• How USAA achieved cost savings and reduced manual labour to re-
allocate critical resources into value-added activities which drive higher ROIs
• How Uber is bridging the gap between engineers and designers through frameworks and mentorship that create shared understanding
• How Airbnb leverages a multi-method approach to problem framing and ideation that truly place customers at its core of the design process.
I look forward to meeting you in Melbourne this October!
Yours faithfully,
Jane LeeConference DirectorDesign Thinking Melbourne
CHIEF, GENERAL MANAGERS, AND HEADS OF:
Who Will You Meet?
Design - Digital,
Experience, User, Digital, Customer,
Channel Experience
Research & Insights Channel
Services
Tech
Digital
Product Ownders
IT Services
BankingInsurance & Super
Investment Management
Utilities
Product Innovation
FROM THE FOLLOWING INDUSTRIES:
FMCG & Retail
Higher Education
Government
T: +61 2 9229 1000 n E: [email protected] n W: https://designthinking.iqpc.com.au/
Learn From The Best of The Best
Why You’ll Love H
ow
USA
A a
chie
ved
co
st saving
s a
nd re
duc
ed
ma
nual la
bo
ur to re
-a
lloc
ate
critic
al re
sourc
es into
value
-a
dd
ed
ac
tivities w
hich d
rive hig
her
ROIs
Ho
w A
irbnb
leve
rag
es a
multi-
me
thod
ap
pro
ac
h to p
rob
lem
fra
ming
and
ide
atio
n that truly p
lac
e
custo
me
rs at its c
ore
of the
de
sign
pro
ce
ss.
Ho
w U
be
r is brid
ging
the
ga
p b
etw
ee
n eng
inee
rs and
d
esig
ners thro
ugh fra
me
wo
rks a
nd m
ento
rship tha
t cre
ate
sha
red
unde
rstand
ing
Your A
-Z Guid
e to
Building
De
sign C
ap
ab
ilities:
He
ar ho
w le
ad
ers fro
m the
likes o
f USA
A, e
Bay a
nd
Qa
ntas m
ana
ge
co
mm
on p
ain p
oints in c
ustom
er
eng
ag
em
ent a
nd p
rioritising
investm
ent initia
tives
1
Tailo
red
To Yo
ur Key Fo
cus A
rea
with tw
o stre
am
s d
ed
ica
ted
to a
dd
ress the
pro
jec
t-ba
sed
and
sc
aling
stag
es o
f de
sign thinking
to e
nhanc
e
your ke
y lea
rnings, p
lus a m
ix of g
roup
and
ro
undta
ble
disc
ussions to
give
the a
udie
nce
an
intera
ctive
exp
erie
nce
like ne
ver b
efo
re!
2
Ga
in Too
ls and
Me
thod
s to Sc
ale
Innova
tion:
Join inte
rac
tive d
iscussio
ns with d
esig
n lea
de
rs a
t USA
A a
nd Bo
okto
pia
to im
pro
ve p
rod
uct
and
servic
e inno
vatio
n3
Intera
ctive
Wo
rkshop
s With Tho
ught Le
ad
ers:
Brainsto
rm a
nd stra
teg
ise a
t our w
orksho
ps w
ith le
ad
ing inte
rnatio
nal e
xpe
rts from
Ub
er a
nd A
irbnb
to
drive
custo
me
r-ce
ntred
investm
ent a
nd im
pro
ve RO
Is4
Design Thinking
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Meet The Experts
Ca
dy W
ac
hsma
nD
esig
n Ma
nag
er
Ub
er
Juca
Lop
es
Expe
rienc
e D
esig
n Lea
dA
irbnb
Jare
d Ste
phe
nsD
esig
n Dire
cto
r (C
hief D
esig
n Offic
e)
USA
A
Uli W
einb
erg
Dire
cto
r Scho
ol o
f De
sign
ThinkingU
niversity o
f Potsd
am
(H
asso
-Plattne
r-Institute)
Van D
issingD
irec
tor o
f Custo
me
r Jo
urney
BT Financ
ial G
roup
Lyle C
rom
bie
Dire
cto
r of D
igita
l Exp
erie
nce
, Enterp
rise
Culture
, Cha
nge
&
Transfo
rma
tion
Austra
lian Ta
xatio
n Offic
e
Sherid
an W
are
Chie
f Inform
atio
n and
Te
chno
log
y Offic
er
Cha
rter H
all
Edw
ard
Ma
nsfield
He
ad
of U
X & D
esig
nLa
titude
Financ
ial Se
rvice
s
Glyn Tho
ma
sH
ea
d o
f Expe
rienc
e
(Dig
ital Tra
nsform
atio
n)G
rea
ter Ba
nk
Na
ved
Khan
He
ad
of Buye
r Expe
rienc
e &
O
pe
ratio
ns, Glo
ba
l Servic
e
De
livery
eBa
y
Fasa
hat Fe
roze
Strate
gic
Servic
e D
esig
n Le
ad
Qa
ntas
Lara
Ate
chia
nH
ea
d o
f UX
Boo
ktop
ia G
roup
Ca
rolina
Ga
itan
Ma
nag
er U
ser Fo
cusse
d
De
sign
De
pa
rtme
nt of Tra
nspo
rt (V
IC)
Ca
therine
Mc
Do
nald
Servic
e D
esig
ner
(Custo
me
r & D
igita
l)C
ity of C
ase
y
Zoe
Cha
me
lSe
nior Inno
vatio
n Ca
pa
bility
Ma
nag
er
Z Energ
y NZ
Jon W
hitby
He
ad
of U
X & Pe
rform
anc
eW
orld
No
ma
ds
Kate
Rauling
sH
ea
d O
f Dig
ital
Enga
ge
me
nt & Inno
vatio
nC
ity of Po
rt Phillip
Sam
KingC
ap
ab
ility & Inno
vatio
n M
ana
ge
rA
GL Ene
rgy
Aliso
n Livingsto
neSe
nior Se
rvice
and
Strate
gy
De
signe
r (Custo
me
r Lab
)ia
g
Ga
eta
n Ge
rma
inA
ssoc
iate
Dire
cto
r of
Servic
e D
esig
nO
ptus
Jem
ma
Vand
ali
Servic
e D
esig
n Cha
pte
r Le
ad
Telstra
Mike
Dyso
nSe
nior M
ana
ge
r of So
lution
De
sign
nbn A
ustralia
Ca
rl Grib
ble
Me
mb
er Exp
erie
nce
De
sign
Ma
nag
er
RAC
Q
Ca
ylie Pa
nucc
ioSe
nior U
X Rese
arc
her
See
k
Dr. O
ksana
Zele
nkoH
ea
d o
f Intera
ctive
and
V
isual D
esig
nQ
uee
nsland
Unive
rsity of
Tec
hnolo
gy
Mo
nica
Mine
han
Custo
me
r Expe
rienc
e Le
ad
Vod
afo
ne
Ma
ry-Cla
ire M
onsa
lvePro
duc
t De
sign M
ana
ge
rA
ustralia
n Broa
dc
asting
C
orp
ora
tion
Tob
ias Pue
hseV
ice
Presid
ent Inno
vatio
nM
aste
rca
rd La
bs A
sia
Pac
ific
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Mo
nda
y, 28 Oc
tob
er 2019
Pre-Conference Workshops
Materializing Innovation - M
oving from V
ision and Ideation to Tangible D
evelopment
De
sign thinking
is we
ll rec
og
nized
as a
too
l fo
r ide
atio
n and
pro
totyp
ing, ho
we
ver the
re
al c
halle
nge
is mo
ving fro
m re
sea
rch
and
insights to
ac
tualiza
tion. O
ften
during
the c
ritica
l de
velo
pm
ent sta
ge
s w
ithin a p
rod
uctio
n life-c
ycle
, tea
ms lo
se
mo
me
ntum a
nd the
pro
duc
t vision is ‘lo
st in d
eve
lop
me
nt’.
Jare
d, D
irec
tor o
f De
sign o
f a Fo
rtune 100
Financ
ial Se
rvice
s firm, ha
s also
exp
erie
nce
d
and
ove
rco
me
simila
r pa
in po
ints. No
w a
d
esig
n thinking c
ham
pio
n, Jare
d b
eg
an his
ca
ree
r as a
co
de
de
velo
pe
r and
unde
rstand
s the
imp
orta
nce
of susta
ining m
om
entum
a
nd e
nga
ge
me
nt throug
hout the
entire
p
rod
uctio
n life-c
ycle
throug
h alig
ning w
ith the
pe
rspe
ctive
s of m
ultiple
tea
ms. Jo
in this w
orksho
p to
unde
rstand
the d
o’s a
nd
do
n’ts of se
curing
sustaina
ble
tea
m b
uy-in to
pro
duc
t vision to
drive
hundre
ds o
f thousa
nds
of d
olla
rs in reve
nue g
row
th and
co
st saving
s.
Key Ta
kea
wa
ys:•
Understa
nding
the ga
ps in d
esign thinking
from
persp
ectives of team
s enga
ged
in p
roduct d
esign a
nd how
to overcome them
• Brid
ging
the d
ivide
be
twe
en g
aining
initia
l stake
hold
er e
nga
ge
me
nt to a
ctua
l e
xec
ution thro
ugh le
arning
to m
ana
ge
d
iverse
pe
rspe
ctive
s•
Enco
urag
ing c
olla
bo
rative
c
om
munic
atio
n ac
ross the
diffe
rent
tea
ms o
f the p
rod
uct life
-cyc
le to
ensure
ta
sks and
investm
ents a
re p
rioritize
d in
wa
ys that a
re a
ligne
d to
the e
nd-g
oa
l
Jare
d Ste
phe
nsD
esig
n Dire
cto
r (C
hief D
esig
n Offic
e)
USA
A
Use
Storyte
lling to
Drive
an Inno
vatio
n C
ulture tha
t Co
nverts Insig
hts into
Ac
tiona
ble
Solutio
ns
Innova
tion b
eg
ins with und
ersta
nding
a ke
y c
ustom
er p
rob
lem
. So ho
w d
o w
e e
mb
ed
the
right d
esig
n thinking c
ap
ab
ilities e
arlie
r in the
pla
nning sta
ge
s of the
pro
duc
tion c
ycle
to
drive
me
aning
ful ide
atio
n? Mo
reo
ver,
how
do
you e
nab
le e
ac
h laye
r of the
o
rga
nisatio
n to sha
re a
unified
unde
rstand
ing
of the
custo
me
r land
sca
pe
to e
nab
le
sca
lab
le p
rod
uct d
eve
lop
me
nt outc
om
es?
Tob
ias, the
Vic
e Pre
side
nt of Inno
vatio
n at
the le
ad
ing g
lob
al p
aym
ents &
tec
hnolo
gy
co
mp
any, sha
res ke
y lesso
ns lea
rnt from
le
ad
ing the
cultura
l transfo
rma
tion w
ithin M
aste
rca
rd a
nd e
stab
lishing a
stand
ard
fo
r exc
elle
nce
in custo
me
r exp
erie
nce
. M
ore
ove
r, he sha
res his e
xpe
rtise in le
ad
ing
Innova
tion sp
rints and
wo
rkshop
s, eng
ag
ing
mo
re tha
n 300 pa
rticip
ants a
cro
ss 8 diffe
rent
loc
atio
ns to d
eve
lop
and
sca
le d
esig
n thinking
ca
pa
bilitie
s.
Key Ta
kea
wa
ys:•
Cre
ating
tea
ms o
f dive
rse ta
lent w
ith d
iffere
nt pe
rspe
ctive
s and
exp
erie
nce
s tha
t ge
nera
te d
ee
p insig
hts on the
c
onsum
er la
ndsc
ap
e•
Develop
ing critica
l skills in storytelling a
nd
transla
ting insig
hts into actiona
ble solutions to
increa
se collab
orative efforts a
nd fa
cilitate
sca
lab
le prod
uct develop
ment outcom
es•
Using
de
sign thinking
to m
etho
dic
ally a
nd
strate
gic
ally a
lign inno
vatio
n with p
rod
uct
de
velo
pm
ent tha
t reso
lves re
al c
ustom
er
cha
lleng
esTo
bia
s Puehse
Vic
e Pre
side
nt Innova
tion
Ma
sterc
ard
Lab
s Asia
Pac
ific
Disc
ove
ring La
tent C
ustom
er Exp
ec
tatio
ns a
nd N
ee
ds thro
ugh H
olistic
, Multi-M
etho
d
Rese
arc
h
In tod
ay’s fa
st pa
ce
d, e
xpe
rienc
e d
riven
enviro
nme
nt, org
anisa
tions m
ay b
e
pre
ssured
to inno
vate
fast w
ithout d
ee
p
co
nside
ratio
n for w
hethe
r this is ac
tually
me
eting
custo
me
r nee
ds. M
ore
ove
r, c
ustom
er’s o
ften ho
ld m
any la
tent a
nd
hidd
en ne
ed
s that c
an’t b
e id
entifie
d b
y sim
plistic
rese
arc
h me
thod
olo
gie
s.
As o
ne o
f Silico
n Valle
y’s gia
nts, Airb
nb’s
disrup
tive p
ow
er ste
ms fro
m its inno
vative
c
ulture a
nd a
bility to
me
et e
volving
c
ustom
er ne
ed
s. In such a
gile
enviro
nme
nts, sp
ee
d to
ma
rket is o
f esse
nce
. But Juca
e
xplo
res a
n eq
ually im
po
rtant a
pp
roa
ch
to e
nsure yo
u ide
ntify late
nt custo
me
r e
xpe
cta
tions a
nd d
elive
r pro
duc
t fea
tures
that m
ee
ts ac
tual ne
ed
s. In this wo
rkshop
, d
isco
ver ho
w to
de
velo
p a
multi-m
etho
d
ap
pro
ac
h to p
rob
lem
fram
ing a
nd id
ea
tion
pro
ce
sses tha
t truly pla
ce
custo
me
rs at its
co
re.
Key Ta
kea
wa
ys:•
Co
mm
on p
itfalls a
nd ine
fficie
ncie
s of
narro
w, silo
ed
rese
arc
h me
thod
olo
gie
s •
Und
ersta
nding
triang
ulatio
n in rese
arc
h to
ge
nera
te ro
bust insig
hts, ide
ntify po
tentia
l o
verla
ps a
nd e
vide
nce
-ba
sed
pro
duc
t inno
vatio
n•
Streng
thening
your p
rob
lem
fram
ing
ca
pa
bilitie
s throug
h alig
ning c
ustom
er
nee
ds w
ith pro
duc
t outc
om
es
Juca
Lop
es
Expe
rienc
e D
esig
n Lea
d
Airb
nb
Efficie
ncy, Re
pe
ata
bility, a
nd A
cc
essib
ility g
ains fro
m a
System
atic
and
Rob
ust D
esig
n Fram
ew
ork
De
livering
a nim
ble
user e
xpe
rienc
e
nec
essita
tes a
dva
nce
d d
esig
n ca
pa
bilitie
s. A
nd w
ith co
nflicting
prio
rities a
cro
ss multip
le
pro
duc
t de
livery te
am
s, ad
op
ting a
syste
ma
tic a
pp
roa
ch to
leve
rag
e c
olle
ctive
e
fforts c
an e
nab
le o
rga
nizatio
ns to c
ritica
lly sc
ale
de
sign c
ap
ab
ilities a
nd m
ainta
in c
onsiste
ncy.
In the p
ast, U
be
r’s de
ce
ntralize
d, use
r-c
ente
red
de
sign syste
m a
llow
ed
for e
xplo
sive
innova
tion a
nd g
row
th that d
isrupte
d the
ta
xi industry. A
s Ub
er itse
lf transitio
ned
into
a p
latfo
rm, the
y pio
nee
red
a unifie
d
De
sign Pla
tform
to stre
am
line the
pro
duc
t d
eve
lop
me
nt pro
ce
ss and
ena
ble
gre
ate
r fle
xibility. In this w
orksho
p, C
ad
y share
s her
insights—
and
how
you c
an a
pp
ly them
—in
ena
bling
a re
pe
ata
ble
and
co
ntrolla
ble
d
esig
n pro
ce
ss to no
t only c
rea
te
co
nsistenc
y, but d
rive im
pa
ct thro
ugh va
lue-
ad
de
d d
esig
n.
Key Ta
kea
wa
ys:•
Synchro
nizing fe
ature
s and
de
sign,
ac
ross m
ultiple
pro
duc
t strea
ms, to
e
nab
le g
rea
ter c
ustom
izatio
n in the rig
ht c
om
po
nents
• C
onstra
ints as a
po
sitive, no
t a ne
ga
tive:
cre
ating
a unifie
d d
esig
n lang
uag
e
be
twe
en e
ngine
ers a
nd d
esig
ners to
d
rive e
fficie
nt pro
duc
t de
velo
pm
ent
• The
ac
ce
ssibility w
ins you g
ain fro
m
system
ized
de
sign, a
nd w
hy that m
atte
rs
Ca
dy W
ac
hsma
n D
esig
n Ma
nag
er
Ub
er
08:00 – 10:00 10:30 – 12:30
16:00 – 18:0013:30 – 15:30
AB
DC
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Tuesd
ay, 29 O
cto
be
r 2019
Conference Day One
08:30 C
OFFEE A
ND
REGISTRA
TION
09:00 C
onfe
renc
e O
pe
ning – Re
ma
rks from
Ca
rl Grib
ble
, Me
mb
er Exp
erie
nce
De
sign M
ana
ge
r, RAC
Q
09:10 Intro
duc
tion to
De
sign Thinking
4.0 – Inspiring
Ne
ws W
ays o
f Thoug
ht, Wo
rk and
Ha
bit thro
ugh D
esig
n Thinking
“W
e a
re trying
to b
ring the
Steve
Job
s qua
lity into d
aily b
usiness” – U
li We
inbe
rg
W
e a
re a
ll aw
are
of the
4th Industria
l Revo
lution tha
t is Dig
ital Tra
nsform
atio
n. But for o
rga
nisatio
ns to m
ainta
in their c
om
pe
titive a
dva
ntag
e a
nd a
chie
ve susta
inab
le g
row
th, they
req
uire a
shift in mind
set to
red
esig
n old
mo
de
ls of tho
ught to
rec
og
nise inno
vatio
n as a
tea
m sp
ort. Jo
in Uli, H
ea
d o
f the Sc
hoo
l of D
esig
n Thinking a
t the H
asso
Plattne
r Institute a
nd
Found
ing Pre
side
nt of the
Glo
ba
l De
sign Thinking
Allia
nce
GD
TA to
envisio
n and
imp
assio
n new
wa
ys of tho
ught in the
revo
lutiona
ry wa
ve o
f innova
tion a
nd c
ustom
er c
entric
ity. M
ore
ove
r, Uli sha
res his e
xpe
rienc
es in insp
iring stud
ents a
nd p
rac
titione
rs alike
to so
lve p
rob
lem
s in wa
ys that is ho
listic, use
r-ce
ntred
and
innova
tive.
Ke
y Them
es:
•
Ho
w to
ensure
your d
igita
l innova
tion stra
teg
y ac
hieve
s sustaina
ble
gro
wth thro
ugh e
mb
ed
ding
a c
ultural a
nd so
cia
l dim
ensio
n
• Re
-de
signing
trad
itiona
l org
anisa
tiona
l structure
s, hiera
rchic
al m
od
els a
nd w
ays o
f wo
rk to sta
y rele
vant a
nd inc
entivise
the c
hang
ing w
orkfo
rce
•
Innova
ting the
use o
f spa
ce
to insp
ire c
olla
bo
rative
and
cre
ative
pro
ble
m-so
lving
U
lrich W
einb
erg
D
irec
tor Sc
hoo
l of D
esig
n Thinking
Unive
rsity of Po
tsda
m (H
asso
-Plattne
r-Institute)
09:50 H
elp
ing Yo
ur Wo
rkforc
e to
Thrive w
ith De
sign Thinking
W
ith dig
ital te
chno
log
ies a
utom
ating
ma
ny type
s of w
ork, d
esig
n thinking o
ffers a
wa
y to e
nga
ge
your e
mp
loye
es a
nd he
lp the
m use
new
tec
hnolo
gie
s to no
t just survive b
ut thrive
in the ra
pid
ly evo
lving e
mp
loym
ent la
ndsc
ap
e. This p
ane
l exp
lore
s the im
po
rtanc
e o
f de
signing
new
wa
ys of w
orking
with e
mp
loye
es to
lay the
found
atio
ns for suc
ce
ssful dig
ital
transfo
rma
tion.
Ke
y Them
es:
•
Ga
in cultura
l buy-in fo
r dig
ital tra
nsform
atio
n by c
o-d
esig
ning ne
w w
ays o
f wo
rking a
nd re
late
d to
ols, insig
hts and
ca
pa
bilitie
s
• Ro
ad
ma
pp
ing e
xpe
rienc
es a
nd d
eve
lop
ing e
mp
loye
e-c
entre
d use
ca
ses to
ide
ntify auto
ma
tion o
pp
ortunitie
s
• H
ow
to ra
pid
ly ide
ate
and
pro
totyp
e to
avo
id c
ostly m
istake
s
• U
sing d
esig
n thinking to
fram
e c
om
ple
x pro
ble
ms a
nd m
ake
critic
al d
ec
isions
Pa
nelists:
G
lyn Thom
as
He
ad
of Exp
erie
nce
(Dig
ital Tra
nsform
atio
n) G
rea
ter Ba
nk
She
rida
n Wa
re
Chie
f Inform
atio
n and
Tec
hnolo
gy O
ffice
r C
harte
r Ha
ll
M
onic
a M
ineha
n C
ustom
er Exp
erie
nce
Lea
d
Vod
afo
ne
10:30 SPEED
NETW
ORKIN
G 11:00
MO
RNIN
G TEA
PANEL DISCUSSION SPOTLIGHT SESSION: HASSO-PLATTNER-INSTITUTE
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
11:30 D
ep
artm
ent o
f Transp
ort (V
IC) C
ase
Study: U
sing H
uma
n Ce
ntred
Rese
arc
h M
etho
do
log
ies to
Enhanc
e C
ustom
er Em
pa
thy and
Insights
In to
da
y’s user c
entric
enviro
nme
nt, de
signing
and
de
velo
ping
servic
es a
nd p
rod
ucts
req
uire num
ero
us co
nside
ratio
ns that e
xce
ed
simp
le utility to
enc
om
pa
ss co
nvenie
nce
a
nd use
r exp
erie
nce
. In this sessio
n, Ca
rolina
share
s how
De
pa
rtme
nt of Tra
nspo
rt is im
ple
me
nting hum
an-c
entre
d d
esig
n, cre
ative
pro
totyp
ing a
nd m
arke
t rese
arc
h, to
unde
rstand
and
em
pa
thise w
ith the c
om
munity a
nd ultim
ate
ly imp
rove
pro
duc
t o
utco
me
s.
Ke
y Them
es:
•
Prog
ressing
ele
me
ntary re
sea
rch m
etho
do
log
ies into
cro
ss-rep
rese
ntatio
nal
co
mm
unity co
nsultatio
n ap
pro
ac
hes to
ge
nera
te d
ee
pe
r custo
me
r insights
•
Ho
w D
ep
artm
ent o
f Transp
ort (V
IC) use
d H
CD
me
thod
s to im
pro
ve se
rvice
outc
om
es
and
gre
ate
r transp
ort c
onne
ctivity
•
Using
de
sign-le
d, q
uantita
tive re
sea
rch m
etho
ds to
drive
co
ntinuous im
pro
vem
ent in
servic
e func
tiona
lity
C
aro
lina G
aita
n M
ana
ge
r of U
ser Fo
cuse
d D
esig
n, De
pa
rtme
nt of Tra
nspo
rt (VIC
)
Nb
N A
ustralia
Ca
se Stud
y: Driving
Servic
e M
aturity in the
Ag
e o
f Dig
ital Tra
nsform
atio
nIt’s a
co
mm
on c
halle
nge
to id
entify o
pp
ortunitie
s for susta
inab
le g
row
th that w
ill b
oth e
mp
ow
er le
ane
r wa
ys of w
ork a
nd e
mb
ed
a se
rvice
me
ntality. This re
quire
s und
ersta
nding
rea
l drive
rs, and
mo
re c
ritica
lly, co
rrec
ting a
ssump
tions thro
ugh a
gile
d
elive
ry. In this sessio
n, Mike
share
s how
nbn’s c
om
bina
tion o
f de
sign a
nd b
usiness
arc
hitec
ture is sup
po
rting the
ir ca
pa
bilitie
s and
servic
e e
nab
lem
ent. M
ore
ove
r, he sha
res
his insights o
n enha
ncing
the c
ustom
er e
xpe
rienc
e thro
ugh inc
rea
sing the
ac
cura
cy o
f p
rob
lem
fram
ing.
Key The
me
s:•
Alig
ning d
esig
n and
busine
ss arc
hitec
ture to
ac
cura
tely d
efine
drive
rs and
insights o
n the
org
anisa
tion’s c
urrent se
rvice
ca
pa
bilitie
s•
Ho
w nb
n is de
livering
value
-ad
de
d se
rvice
s throug
h auto
ma
ting re
pe
titive ta
sks and
re
duc
ing p
roc
ess tim
es a
nd im
pro
ve e
mp
loye
e sa
tisfac
tion
• U
sing c
ustom
er insig
hts to d
efine
the rig
ht pro
ble
m a
nd ho
w this is p
ow
ering
nbn’s
de
livery o
f self-se
rvice
pla
tform
Mike
Dyso
nSe
nior M
ana
ge
r of So
lution D
esig
n, Nb
N A
ustralia
Tuesd
ay, 29 O
cto
be
r 2019
Conference Day One
12:00 Se
ek Lim
ited
Ca
se Stud
y: Up
lifting Re
sea
rch O
utco
me
s and
Ca
pa
bilitie
s throug
h Im
pro
visatio
n Tec
hnique
s
Imp
rovisa
tion a
nd D
esig
n Thinking g
o ha
nd in ha
nd, fro
m b
uilding
em
pa
thy to c
rea
ting
pro
totyp
es fa
ster a
nd m
ore
effe
ctive
ly. In this sessio
n, Ca
ylie sha
res ke
y insights o
n how
to
leve
rag
e “Im
pro
v” thea
tre to
cre
ate
de
ep
er e
mp
athy, c
olla
bo
ratio
n and
innova
tion.
She a
lso e
xpla
ins how
too
ls, rituals a
nd p
roc
esse
s are
imp
roving
rese
arc
h outc
om
es a
nd
supp
orting
user-c
entre
d d
esig
n.
Ke
y Them
es:
•
Incre
ase
ac
tive liste
ning a
nd o
ther c
om
munic
atio
n skills to d
rive d
ee
pe
r em
pa
thy w
ith de
sign ta
rge
ts
• U
sing tra
ining p
rog
ram
s to im
pro
ve sta
ff eng
ag
em
ent a
nd stre
ngthe
ning
co
llab
ora
tion
•
Imp
rove
storyte
lling skills to
de
ep
en c
olla
bo
ratio
n be
twe
en p
artic
ipa
nts
C
aylie
Panuc
cio
Senio
r UX Re
sea
rche
r, See
k
Ho
w to
Imp
rove
Wo
rkforc
e Pro
duc
tivity and
Co
nfide
nce
throug
h De
sign Thinking
Previo
usly, org
anisa
tions a
pp
roa
che
d d
esig
n as a
ce
ntralise
d func
tion w
hich ine
vitab
ly le
d to
red
uce
d c
olla
bo
ratio
n and
siloe
d d
ep
artm
ents. In this se
ssion, M
ary-C
laire
sha
res he
r pe
rsona
l journe
y in de
-ce
ntralising
de
sign to
imp
rove
cro
ss-de
pa
rtme
nt c
olla
bo
ratio
n. She a
lso e
xpla
ins how
ABC
ob
serve
d sig
nifica
nt imp
rove
me
nt in wo
rkforc
e
pro
duc
tivity and
pro
duc
t outc
om
es thro
ugh this tra
nsform
atio
n.
Key The
me
s:•
Estab
lish rob
ust me
thod
s and
rituals to
em
be
d a
co
hesive
de
sign-le
d c
ulture to
kee
p
huma
n-ce
ntred
de
sign a
t the fo
refro
nt of A
BC’s p
rod
ucts
• H
ow
to use
de
sign-le
d p
rincip
les to
em
pa
thise w
ith your w
orkfo
rce
to im
pro
ve te
am
m
otiva
tion a
nd a
cc
ounta
bility
Ma
ry-Cla
ire M
onsa
lvePro
duc
t De
sign M
ana
ge
rA
ustralia
n Broa
dc
asting
Co
rpo
ratio
n
12:30 LU
NC
H
FO
CUS TRA
CKS
The
co
nfere
nce
will b
rea
k into tw
o tra
cks to
give
you the
op
po
rtunity to fo
cus yo
ur eng
ag
em
ent to
key p
riority a
rea
s of yo
ur cho
ice
. Take
ad
vanta
ge
of the
flexib
ility to sw
itch b
etw
ee
n stre
am
s and
listen to
org
anisa
tions w
ho a
re a
t simila
r stag
es o
f their d
esig
n journe
y!
IMPRO
VIN
G C
USTO
MER EM
PATH
Y & IM
PAC
TSC
ALIN
G D
ESIGN
THIN
KING
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Tuesd
ay, 29 O
cto
be
r 2019
Conference Day One
13:30 So
lutions C
linic: H
ow
to U
plift C
ustom
er Lo
yalty thro
ugh D
esig
n-Led
Princip
les In the
Ag
e
of D
igita
l Disrup
tion
O
rga
nisatio
ns are
incre
asing
ly see
king m
ore
da
ta-d
riven, c
ustom
er-c
entric
ap
pro
ac
hes
to m
ee
t exp
ec
tatio
ns for c
onve
nient a
nd d
elig
htful user inte
rfac
e (U
I) and
pro
duc
t c
hanne
l offe
rings. H
ow
eve
r enha
ncing
UI e
ntails e
mb
ed
ding
the rig
ht too
ls and
p
roc
esse
s to g
ene
rate
de
ep
er insig
hts on c
ustom
er b
eha
viour. In this se
ssion, La
ra
share
s key insig
hts from
lea
ding
Boo
ktop
ia’s e
Co
mm
erc
e stra
teg
y, whic
h signific
antly
imp
rove
d c
ustom
er lo
yalty a
nd c
onve
rsion ra
tes to
ultima
tely d
rive re
venue
.
Ke
y Them
es:
•
Ho
w Bo
okto
pia
put c
ustom
ers a
t the c
entre
of the
ir servic
e d
eve
lop
me
nt, from
id
ea
tion to
de
velo
pm
ent, to
imp
rove
eng
ag
em
ent a
nd c
onve
rsion ra
tes o
f their
custo
me
rs
• U
sing jo
urney m
ap
ping
too
ls, such a
s hea
t and
clic
k ma
pp
ing, to
the p
ut custo
me
rs a
t the c
entre
of yo
ur pro
duc
t cha
nnel stra
teg
y
• H
ow
to g
ene
rate
ac
cura
te c
ustom
er insig
hts to tra
ck a
nd c
ontinua
lly imp
rove
on U
I initia
tives
La
ra A
tec
hian
He
ad
of U
X Bo
okto
pia
Gro
up
Solutio
ns Clinic
: Integ
rating
A C
ross-D
ivisiona
l De
sign-Le
d M
indse
t to D
rive End
-To-End
D
igita
l Enga
ge
me
ntO
ften d
esig
n is sole
ly left to
de
signe
rs and
front-lo
ad
ed
to the
initial a
ctivitie
s within a
se
rvice
pro
duc
tion c
ycle
. But in ord
er to
de
liver a
n end
-to-e
nd so
lution, d
esig
n thinking
should
not b
e a
n isola
ted
ac
tivity. In this solutio
ns clinic
, Kate
disc
usses ke
y me
thod
s to
em
be
d a
co
llab
ora
tive a
pp
roa
ch to
reso
lving e
nd-use
r pa
in po
ints. Ad
ditio
nally,
Kate
em
pha
sizes the
role
of d
esig
n thinking to
drive
highe
r ad
op
tion a
nd suc
ce
ss of IT
solutio
ns and
ac
hieving
long
term
pro
duc
tivity outc
om
es.
Key The
me
s:•
Using
pro
ble
m fra
ming
and
em
pa
thy too
ls to und
ersta
nd a
nd p
rioritise
critic
al e
nd-
user p
ain p
oints
• Enc
oura
ging
em
plo
yee
mind
sets a
nd b
eha
viour tha
t drive
outc
om
es-d
riven
co
llab
ora
tion ra
ther tha
n pro
ce
ss-drive
n, siloe
d te
am
s•
Cre
ating
end
-to-e
nd d
igita
l ena
ble
me
nt to up
lift em
plo
yee
ad
op
tion a
nd d
igita
l e
nab
lem
ent
• D
rive suc
ce
ssful cha
nge
ma
nag
em
ent o
utco
me
s by a
ligning
dig
ital e
nga
ge
me
nt a
nd inno
vatio
n to lo
ng te
rm stra
teg
ic g
oa
ls
Kate
Rauling
sH
ea
d O
f Dig
ital Eng
ag
em
ent &
Innova
tion
City o
f Port Phillip
14:10 Vo
da
fone
Ca
se Stud
y: Emb
ed
ding
Custo
me
r-First Prob
lem
Fram
ing C
ap
ab
ilities w
ithin the
Org
anisa
tion
Pre
viously, se
rvice
de
livery w
as p
rod
uct d
riven a
nd fre
que
ntly faile
d to
reso
nate
with
custo
me
rs and
end
-users. N
ow
, org
anisa
tions ne
ed
to up
lift Hum
an C
entre
d D
esig
n c
ap
ab
ilities to
de
liver so
lutions tha
t ac
cura
tely se
rvice
custo
me
r nee
ds. In this se
ssion,
Mo
nica
share
s how
Vod
afo
ne is a
do
pting
a c
ustom
er-le
d a
pp
roa
ch to
pro
duc
t and
se
rvice
de
livery.
Ke
y Them
es:
•
Prob
lem
fram
ing m
etho
do
log
ies to
de
fine the
busine
ss pro
ble
m a
nd tra
nslate
this into
a c
ustom
er jo
urney
•
Enab
ling c
ultural tra
nsform
atio
n throug
h eq
uipp
ing the
wo
rkforc
e w
ith HC
D tra
ining
and
too
ls to p
rog
ress fro
m inte
ntions to
ena
ble
me
nt
• Re
-envisio
n wa
ys of d
elive
ry ba
sed
on sta
ge
s of the
custo
me
r exp
erie
nce
and
jo
urney
M
onic
a M
ineha
n C
ustom
er Exp
erie
nce
Lea
d
Vod
afo
ne
ATO
Ca
se Stud
y: Ho
w D
esig
n Thinking is Be
ing U
sed
within D
igita
l Transfo
rma
tion to
C
rea
te a
Sea
mle
ss Custo
me
r Expe
rienc
eW
e a
re in the
mo
de
rn era
of d
igita
l transfo
rma
tion a
nd he
ighte
ned
custo
me
r e
xpe
cta
tions fo
r sea
mle
ss and
co
nvenie
nt exp
erie
nce
s. In this sessio
n, Lyle sha
res ho
w
ATO
is ensuring
the e
ffica
cy o
f their d
igita
l transfo
rma
tion, thro
ugh g
aining
a d
ee
pe
r und
ersta
nding
of the
custo
me
r’s journe
y and
ide
ntifying se
rvice
innova
tion w
here
it c
rea
tes hig
hest va
lue.
Key The
me
s:•
Roa
dm
ap
ping
custo
me
r exp
erie
nce
s to id
entify a
venue
s for e
ffec
tive se
lf servic
e
and
auto
ma
tion
• U
sing d
ata
-drive
n custo
me
r insights to
ide
ntify op
po
rtunities a
nd c
halle
nge
s to
custo
me
r exp
erie
nce
and
co
nvenie
nce
• U
sing d
esig
n to hum
anise
auto
ma
ted
intera
ctio
ns to inc
rea
se c
ustom
er e
xpe
rienc
e
Lyle C
rom
bie
Dire
cto
r of D
igita
l Expe
rienc
e, Ente
rprise
Culture
, Cha
nge
& Tra
nsform
atio
ATO
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Tuesd
ay, 29 O
cto
be
r 2019
Conference Day One
14:50 A
FTERNO
ON
TEA
15:20 Ro
undta
ble
Gro
up D
iscussio
n
In this sessio
n you w
ill have
the o
pp
ortunity to
de
ep
dive
into TH
REE of the
follo
wing
top
ics. Ea
ch 30 m
inute se
ssion w
ill be
led
by a
subje
ct m
atte
r exp
ert- w
ho w
ill fac
ilitate
an
op
po
rtunity to c
om
pa
re a
nd c
ontra
st your e
xpe
rienc
es a
nd tho
ughts w
ith a sm
all g
roup
of yo
ur pe
ers.
G
ROU
P A: D
ESIGN
FOR O
PERATIO
NA
L EXC
ELLENC
E U
sing D
esig
n Too
ls To Im
pro
ve Pro
ce
ss Efficie
ncy a
nd A
gile
Innova
tion
A
s De
sign Thinking
me
thod
olo
gie
s ga
in mo
me
ntum, so
do
op
po
rtunities to
cre
ate
synerg
istic im
pa
ct w
ith othe
r ap
pro
ac
hes suc
h as 6-sig
ma
and
ag
ile inno
vatio
n. Na
ved
, eBa
y’s 6-sig
ma
Blac
k be
lt, lea
ds this d
iscussio
n to id
entify c
om
plim
enta
ry too
ls and
ap
pro
ac
hes to
save
reso
urce
s and
dire
ct the
m to
pro
fitab
le, c
ustom
er c
entric
initiative
s
Ke
y Them
es:
•
Simila
rities a
nd d
iffere
nce
s of d
esig
n thinking a
nd a
gile
, and
lea
n me
thod
olo
gie
s
• M
ap
interd
ep
end
enc
ies to
leve
rag
e c
om
ple
me
ntary c
ap
ab
ilities
•
Driving
pro
ce
ss imp
rove
me
nt to a
chie
ve sc
ala
ble
outc
om
es a
nd o
pe
ratio
nal e
xce
llenc
e
N
ave
d Kha
n H
ea
d o
f Buyer Exp
erie
nce
& O
pe
ratio
ns, Glo
ba
l Servic
e D
elive
ry, eBa
y
G
ROU
P B: CU
STOM
ER EMPA
THY
H
ow
De
sign Thinking
is Imp
roving
Servic
e D
esig
n to U
plift C
om
munity C
ohe
sion
In this se
ssion C
athe
rine sha
res he
r insights in g
aining
custo
me
r em
pa
thy to im
pro
ve c
om
munity e
nga
ge
me
nt in the C
ity of C
ase
y. He
ar le
ssons le
arnt fro
m C
ity of C
ase
y’s initiative
s o
f em
be
dd
ing 66 ne
w hum
an c
entre
d se
rvice
s to up
lift soc
ial im
pa
ct suc
h as sa
fety a
nd q
uality o
f life
C
athe
rine M
cD
ona
ld
Servic
e D
esig
ner (C
ustom
er &
Dig
ital)
City o
f Ca
sey
G
ROU
P C: EM
PLOYEE EN
GA
GEM
ENT
De
sign Thinking
to D
rive Tra
nsform
atio
n Ag
end
as In La
rge
Org
anisa
tions
This d
iscussio
n will e
xplo
re D
esig
n Thinking w
ithin your te
am
to a
nd und
ersta
nd yo
ur em
plo
yee
s journe
y and
ma
intain sta
ff pro
duc
tivity
C
ON
TENT TBC
Fa
saha
t Fero
ze
Strate
gic
Servic
e D
esig
n Lea
d
Qa
ntas
G
ROU
P D: SERV
ICE D
ESIGN
Ensuring
Servic
e D
esig
n is in Pac
e w
ith Ag
ile Inno
vatio
n
As o
rga
nisatio
ns pro
gre
ss custo
me
r exp
erie
nce
ca
pa
bilitie
s, they lo
ok to
ag
ile d
elive
ry pra
ctic
es. In this d
iscussio
n, Ga
eta
n share
s key insig
hts on b
ridg
ing the
ga
p b
etw
ee
n existing
c
ustom
er insig
ht ca
pa
bilitie
s and
nee
d fo
r spe
ed
to m
arke
t
G
ae
tan G
erm
ain
Asso
cia
te D
irec
tor o
f Servic
e D
esig
n O
ptus
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
Tuesd
ay, 29 O
cto
be
r 2019
Conference Day One
G
ROU
P E: PROD
UC
T DESIG
N
Story-te
lling to
Enhanc
e U
ser Exp
erie
nce
and
Prod
uct D
esig
n
The a
rt of sto
rytelling
not o
nly help
s to und
ersta
nd the
user’s p
ain p
oints, b
ut also
to p
rioritise
investm
ent o
pp
ortunitie
s that g
o b
eyo
nd re
venue
gro
wth. In this d
iscussio
n, Jon e
xplo
res ho
w
Wo
rld N
om
ad
de
velo
pe
d the
ir ca
pa
bilitie
s of id
entifying
the rig
ht op
po
rtunities to
cre
ate
value
-ad
de
d a
ctivitie
s and
supp
ort the
user e
xpe
rienc
e
Ke
y Them
es:
•
Und
ersta
nding
user p
ain p
oints to
innova
te a
truly imp
ac
tful pro
duc
t or se
rvice
•
Ho
w to
filter a
nd p
rioritise
investm
ent o
pp
ortunitie
s throug
h esta
blishing
strong
dive
rse c
olla
bo
ratio
n
• H
ow
to d
eve
lop
and
bring
to life
exc
elle
nt pro
of o
f co
nce
pts to
succ
essfully d
rive ta
ngib
le b
ene
fits and
ROI
Jo
n Whitb
y H
ea
d o
f UX &
Perfo
rma
nce
, Wo
rld N
om
ad
s
16:50 U
be
r Ca
se Stud
y: Bridg
ing the
Ga
p Be
twe
en Eng
inee
rs and
De
signe
rs throug
h Fram
ew
orks a
nd M
ento
rship tha
t Cre
ate
Share
d U
nde
rstand
ing
Ub
er is a
n indisp
utab
le le
ad
er in U
ser-C
entre
d d
esig
n and
innova
tion. A
s a p
ione
er o
f the P2P ind
ustry, Ub
er und
ersta
nds the
interc
onne
ctivity o
f the d
igita
l and
physic
al la
ndsc
ap
e,
and
the fa
scina
ting c
om
ple
xities o
f ma
nag
ing m
ultiple
pro
duc
t pla
tform
s while
ma
intaining
a c
ohe
sive e
xpe
rienc
e. In this se
ssion, C
ad
y disc
usses the
imp
orta
nce
of te
am
inte
rac
tion a
nd ho
w U
be
r’s De
sign Syste
m is suc
ce
ssfully leve
rag
ing re
pe
ata
ble
and
sca
lab
le d
esig
n ca
pa
bilitie
s ac
ross m
ultiple
pro
duc
t strea
ms. Sp
ec
ifica
lly, Ca
dy sha
res he
r e
xpe
rienc
e a
s a Se
nior D
esig
n Lea
de
r and
De
sign M
ana
ge
r, and
the im
pa
ct o
f Me
ntorship
pro
gra
ms tha
t enha
nce
co
llab
ora
tion a
nd va
lue-c
rea
tion b
etw
ee
n de
signe
rs and
e
ngine
ers.
Ke
y Them
es:
•
Ho
w U
be
r’s rob
ust De
sign Syste
m is b
uilt for sp
ee
d, a
cc
essib
ility, and
sca
lab
ility to tra
nsfer d
esig
n ca
pa
bilitie
s, co
llec
t and
build
on insig
hts and
exp
erim
ent fa
ster
•
The hum
an p
latfo
rm: le
ad
ing c
ross-func
tiona
l tea
ms to
gre
ate
r co
llab
ora
tive o
utco
me
s throug
h me
ntorship
pro
gra
ms tha
t nurture a
share
d und
ersta
nding
•
Training
de
signe
rs with na
tive sho
wc
ase
ap
ps to
foste
r gre
ate
r co
nfide
nce
and
co
ntrol in d
esig
n outc
om
es
C
ad
y Wa
chsm
an
D
esig
n Ma
nag
er
U
be
r
17:30 C
onfe
renc
e C
losing
– Rem
arks fro
m C
onfe
renc
e C
hairp
erso
n
17:40 N
ETWO
RKING
DRIN
KS
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
We
dne
sda
y, 30 Oc
tob
er 2019
Conference Day Two
08:30 C
OFFEE A
ND
REGISTRA
TION
09:00 C
onfe
renc
e O
pe
ning –
Rem
arks fro
m the
Co
nfere
nce
Cha
irpe
rson
09:10 A
irbnb
Ca
se Stud
y: Ma
nag
ing the
De
sirab
ility of Fe
ature
s That C
ustom
ers D
on’t W
ant
A
s the p
ione
er o
f the ho
me
-sharing
ec
ono
my, a
nd a
rme
d w
ith a d
aring
vision to
cre
ate
a w
orld
whe
re a
nyone
ca
n ‘Belo
ng A
nywhe
re’, A
irbnb
’s culture
is roo
ted
in custo
me
r c
entric
ity. Ho
we
ver, like
ma
ny org
nanisa
tions, the
Silico
n Valle
y gia
nt also
unde
rstand
s the c
halle
nge
of b
ala
ncing
‘pe
rce
ived
’ de
sirab
le fe
ature
s and
‘rea
l’ nee
ds o
f custo
me
rs. In this se
ssion, Juc
a p
rovo
ca
tively e
xplo
res the
imp
orta
nce
of d
ee
p re
sea
rch a
nd insig
hts to m
ana
ge
trad
e-o
ffs that truly re
flec
t the c
ustom
er’s ne
ed
s.
Ke
y Them
es:
•
Bala
ncing
qua
litative
and
qua
ntitative
rese
arc
h me
thod
olo
gie
s to g
ene
rate
de
ep
er insig
hts, whic
h form
the sta
rting p
oint o
f the d
esig
n pro
ce
ss
• U
sing d
esig
n fram
ew
orks tha
t ide
ntify evo
lving ne
ed
s and
avo
id ne
ga
tive im
pa
cts o
f rea
ctive
de
sign
•
Emb
ed
ding
trust and
safe
ty me
asure
s into se
rvice
de
sign
Juc
a Lo
pe
s
Expe
rienc
e D
esig
n Lea
d, A
irbnb
09:50 U
SAA
Ca
se Stud
y: Emp
ow
ering
Auto
ma
tion a
nd D
riving H
ighe
r ROI thro
ugh D
esig
n
De
sign thinke
rs ofte
n find the
mse
lves w
ed
ge
d b
etw
ee
n a lo
ose
ly de
fined
busine
ss ob
jec
tive a
nd d
elive
ring re
al va
lue to
users. In this se
ssion Ja
red
share
s his exp
ertise
in using
de
sign thinking
me
thod
olo
gie
s to b
ridg
e the
ga
p b
etw
ee
n roug
h co
nce
pts a
nd d
elive
ring d
igita
l exp
erie
nce
s with hum
an-c
ente
red
outc
om
es tha
t incre
ase
ROI. Jo
in this sessio
n to
lea
rn how
to e
leva
te the
outc
om
es o
f your p
rod
uct stra
teg
y throug
h user-re
sea
rch, jo
urney m
ap
ping
, and
pro
ble
m-fra
ming
me
thod
olo
gie
s that c
an c
ut co
sts, auto
ma
te m
anua
l p
roc
esse
s, and
de
liver re
al va
lue to
your use
rs and
your b
usiness.
Ke
y Them
es:
•
Ho
w U
SAA
ac
hieve
d c
ost sa
vings o
f hundre
ds o
f thousa
nds o
f do
llars a
nd re
duc
ed
ma
nual la
bo
ur to re
-allo
ca
te c
ritica
l reso
urce
s into va
lue-a
dd
ed
ac
tivities w
hich d
rive hig
her RO
Is
• Jo
urney m
ap
ping
interna
l pro
ce
sses a
nd e
xpe
rienc
es to
ide
ntify ave
nues fo
r effe
ctive
auto
ma
tion a
nd sim
plifying
existing
too
ls and
ap
plic
atio
ns to ultim
ate
ly op
timise
wo
rkforc
e
pro
duc
tivity
• U
sing p
rob
lem
-fram
ing m
etho
do
log
ies to
tac
kle the
right p
rob
lem
s and
succ
essfully p
rioritise
investm
ent a
nd d
ivestm
ent o
pp
ortunitie
s
Ja
red
Step
hens
D
esig
n Dire
cto
r (Chie
f De
sign O
ffice
), USA
A
10:30 M
ORN
ING
TEA
I think the D
esig
n Thinking Sum
mit is a
gre
at se
mb
lanc
e o
f dive
rse a
nd inc
lusive p
ersp
ec
tives o
n how
de
sign thinking
is a
pp
roa
ching
eve
ry sec
tor fro
m p
rivate
industry, to
go
vernm
ent, to
ed
uca
tion. Ve
ry rare
ly do
you g
et this so
rt of se
mb
lanc
e
of p
eo
ple
in the sa
me
pla
ce
and
it’s from
that d
iversity tha
t we
ca
n all im
pro
ve a
nd find
new
wa
ys of w
orking
.”
Ryan Rum
sey
Assista
nt Vic
e Pre
side
nt Expe
rienc
e Stra
teg
y U
SAA
(Form
er)
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
12:20 LU
NC
H
We
dne
sda
y, 30 Oc
tob
er 2019
Conference Day Two
11:00 BT Fina
ncia
l Gro
up: The
Pow
er o
f De
sign Thinking
to Prio
ritise C
om
me
rcia
lly Via
ble
Initia
tives Tha
t De
livers Re
al Va
lue to
Custo
me
rs
Rea
lising the
po
we
r of d
esig
n thinking c
an e
nab
le yo
ur busine
ss to d
elive
r valua
ble
a
nd c
om
me
rcia
lly viab
le p
rod
ucts to
custo
me
rs. In this sessio
n, Van e
xpla
ins the va
lue
of und
ersta
nding
your c
ustom
er’s jo
urney to
save
critic
al re
sourc
es a
nd p
rioritise
inve
stme
nts tow
ard
pro
duc
ts that c
ustom
ers w
ill love
. Mo
reo
ver, she
share
s her insig
hts fro
m using
de
sign thinking
princ
iple
s to fa
cilita
te o
rga
nisatio
n-wid
e c
olla
bo
ratio
n to
ultima
tely d
rive a
unified
custo
me
r exp
erie
nce
.
Ke
y Them
es:
•
Emb
ed
de
sign thinking
as p
art o
f the o
rga
nisatio
nal c
ulture thro
ugh d
eve
lop
ing the
rig
ht too
ls and
fram
ew
orks
•
Disc
ove
ring a
nd d
efining
high p
riority inve
stme
nts that truly o
ptim
ise the
custo
me
r e
xpe
rienc
e
• C
rea
ting a
share
d und
ersta
nding
of c
ustom
er p
ain p
oints thro
ugh jo
urney m
ap
ping
to
uplift c
olla
bo
ratio
n ac
ross d
ivisions a
nd e
nhanc
e c
ustom
er e
xpe
rienc
e o
utco
me
s
Va
n Dissing
D
irec
tor o
f Custo
me
r Journe
y, BT Financ
ial G
roup
Z Energy NZ C
ase Study: Creating an Innovation C
apability Programm
e that Integrates HC
D
with Im
prov to Lift Design Thinking capability and M
aximise Product O
utcomes and Innovation
As o
rga
nisatio
ns loo
k to e
nhanc
e c
ap
ab
ilities to
cre
ate
mo
re inno
vative
outc
om
es,
they e
xpe
rienc
e c
halle
nge
s in integ
rating
de
sign thinking
and
ag
ile m
etho
do
log
ies in
pra
ctic
e. In this se
ssion, le
arn ho
w Zo
e is suc
ce
ssfully driving
cultura
l transfo
rma
tion w
ithin Z Ene
rgy to
enc
oura
ge
innova
tive, hum
an-c
entre
d d
esig
n. Mo
reo
ver, Zo
e sha
res ho
w to
sha
pe
tea
m b
eha
viour a
nd m
indse
ts to stre
ngthe
n lea
n start-up
and
ag
ile c
ap
ab
ilities
and
ena
ble
itera
tive o
ptim
isatio
n of se
rvice
and
pro
duc
t outc
om
es.
Key The
me
s:•
Ho
w Z Ene
rgy p
ilote
d a
De
sign Thinking
Ma
ster C
lass a
nd Tra
ining Pro
gra
m to
e
nco
urag
e hum
an-c
entre
d d
esig
n, ove
rco
me
bia
ses a
nd nurture
cre
ative
co
nfide
nce
• Em
be
dd
ing a
gile
me
thod
olo
gie
s to p
rom
ote
rap
id e
xpe
rime
ntatio
n and
lea
n start-up
p
rac
tice
s•
Ho
w Zo
e is inte
gra
ting tra
ining p
rog
ram
s into re
al b
usiness c
ase
s to jo
intly drive
a d
esig
n-le
d c
ulture w
hilst ac
hieving
busine
ss ob
jec
tives a
nd o
ptim
ising p
rod
uct la
unche
s
Zoe
Cha
me
lSe
nior Inno
vatio
n Ca
pa
bility M
ana
ge
r, Z Energ
y NZ
11:40 G
rea
ter Ba
nk Ca
se Stud
y: Co
-De
sign a
Co
llab
ora
tive a
nd Inno
vative
Culture
That’s
Rea
dy fo
r Dig
ital Tra
nsform
atio
n
HC
D m
etho
do
log
ies a
re se
eing
ma
ssive influe
nce
on o
rga
nisatio
nal struc
ture a
nd
culture
. In this sessio
n, Glyn sha
res ho
w he
leve
rag
ed
de
sign thinking
to re
-envisio
n tra
ditio
nal w
ays o
f wo
rk and
ac
hieve
po
sitive im
pa
ct thro
ugh e
mp
ow
ering
innova
tion
and
co
llab
ora
tion.
Ke
y Them
es:
•
Emp
ow
ering
dig
ital tra
nsform
atio
n throug
h driving
be
havio
ural a
nd a
ttitudina
l c
hang
e
• H
ow
to inc
rea
se c
ultural b
uy-in and
em
plo
yee
eng
ag
em
ent thro
ugh c
o-c
rea
ting
cha
nge
ma
nag
em
ent m
od
els
•
Enco
urag
ing c
ross-func
tiona
l co
llab
ora
tion thro
ugh b
rea
king d
ow
n siloe
s
G
lyn Thom
as
H
ea
d o
f Expe
rienc
e (D
igita
l Transfo
rma
tion), G
rea
ter Ba
nk
Sca
ling Pro
duc
t Innova
tion By A
ligning
De
sign Thinking
Initiative
s and
Co
mm
erc
ial
Enab
lem
ent
With finite
reso
urce
s and
infinite o
pp
ortunitie
s, it is critic
al fo
r busine
sses to
be
resp
onsive
to
the im
me
dia
te o
pp
ortunitie
s that le
ad
to sc
ala
ble
co
mm
erc
ial o
utco
me
s. In this trac
k, To
bia
s share
s how
Ma
sterc
ard
’s de
sign thinking
initiative
s are
me
eting
dua
l ob
jec
tives
that d
rive a
n innova
tive a
nd c
olla
bo
rative
culture
, whilst a
lso fa
cilita
ting a
de
ep
er
unde
rstand
ing o
f their m
arke
t land
sca
pe
.
Key The
me
s:•
Best p
rac
tice
s for w
orksho
p fa
cilita
tion a
nd tra
ining p
rog
ram
s that c
rea
tes a
wa
rene
ss a
nd e
nga
ge
me
nt with e
xisting c
ustom
er p
ain p
oints
• U
sing ha
cka
thons a
nd d
esig
n sprints to
de
velo
p p
rob
lem
state
me
nts that a
re
rele
vant to
existing
custo
me
r trend
s and
key p
ain p
oints
• Sc
aling
de
sign thinking
ca
pa
bilitie
s throug
h transla
ting p
rob
lem
state
me
nts into
co
mm
erc
ially via
ble
busine
ss ca
ses
FO
CUS TRA
CKS
The
co
nfere
nce
will b
rea
k into tw
o tra
cks to
give
you the
op
po
rtunity to fo
cus yo
ur eng
ag
em
ent to
key p
riority a
rea
s of yo
ur cho
ice
. Take
ad
vanta
ge
of the
flexib
ility to sw
itch b
etw
ee
n stre
am
s and
listen to
org
anisa
tions w
ho a
re a
t simila
r stag
es o
f their d
esig
n journe
y!
IMPRO
VIN
G C
USTO
MER EM
PATH
Y & IM
PAC
TSC
ALIN
G D
ESIGN
THIN
KING
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
We
dne
sda
y, 30 Oc
tob
er 2019
Conference Day Two
13:20 A
GL Ene
rgy C
ase
Study: U
sing H
uma
n Ce
ntred
De
sign Princ
iple
s to Sup
po
rt Custo
me
r C
entric
Prod
uct D
esig
n
Whilst o
rga
nisatio
ns strive to
be
co
me
mo
re inno
vative
and
ag
ile, the
y ofte
n suffer fro
m
a p
ara
do
xica
l mind
set tha
t hinde
rs exp
lora
tion a
nd e
xpe
rime
ntatio
n. In this sessio
n, Sam
sha
res his e
xpe
rienc
e in le
ad
ing A
GL’s c
ultural tra
nsform
atio
n and
new
wa
ys of w
ork
that re
co
gnise
the va
lue o
f innova
tion in ‘c
ontro
lled
failure
’ enviro
nme
nts. Mo
reo
ver,
Sam
em
pha
sises ho
w d
esig
n thinking c
ap
ab
ilities a
nd m
indse
ts are
be
co
ming
critic
al to
so
lving c
ritica
l custo
me
r pa
in po
ints and
drive
cha
nge
.
Ke
y Them
es:
•
Bew
are
of tra
ditio
nal m
indse
ts and
wa
ys of w
ork tha
t stag
nate
innova
tion a
nd fo
rce
a
co
unterp
rod
uctive
fea
r of fa
ilure o
r exp
erim
enta
tion!
•
Cre
ating
a “c
ontro
lled
failure
” enviro
nme
nt to se
ed
the rig
ht mind
set a
nd b
eha
viour
for inno
vatio
n
• M
inimise
the risk o
f investm
ents a
nd d
esig
n minim
um via
ble
pro
duc
ts mo
re e
fficie
ntly b
y inco
rpo
rating
de
sign thinking
me
thod
olo
gy w
ith ag
ile a
nd le
an sta
rt up m
etho
ds
•
De
velo
ping
purp
ose
-built ha
cka
thon c
onc
ep
ts that c
an b
e tra
nslate
to b
usiness
ca
ses tha
t de
liver re
al c
ustom
er va
lue
Sa
m King
C
ap
ab
ility & Inno
vatio
n Ma
nag
er
AG
L Energ
y
Latitud
e Fina
ncia
l Servic
es: C
om
bining
De
sign Thinking
and
Ag
ile W
ays o
f Wo
rk to
Bec
om
e M
ore
Resp
onsive
to C
ustom
er D
em
and
sBusine
sses ne
ed
to b
e re
spo
nsive to
cha
nge
and
de
velo
p a
gile
pro
duc
t de
livery
ca
pa
bilitie
s to se
cure
custo
me
r loya
lty in the ra
pid
ly evo
lving m
arke
t. Rethinking
cultura
l tra
nsform
atio
n, tea
m c
olla
bo
ratio
n and
co
-cre
atio
n is imp
era
tive to
this pro
ce
ss. In this se
ssion, Ed
wa
rd sha
res ke
y insights g
aine
d fro
m La
titude
’s mo
vem
ent a
wa
y from
the
trad
itiona
l, siloe
d a
nd p
rod
uct-c
entric
pra
ctic
es to
targ
et sp
ec
ific va
lue c
rea
tion o
r p
rob
lem
reso
lution o
bje
ctive
s.
Key The
me
s:•
Latitud
e’s a
ma
zing fe
at o
f ide
ating
and
succ
essfully la
unching
their m
ob
ile a
pp
in 6 m
onths
• D
eve
lop
ing a
gile
me
ntalitie
s and
ca
pa
bilitie
s to susta
inab
ly itera
te a
nd re
-launc
h im
pro
ved
servic
e fe
ature
s•
Enco
urag
ing a
culture
of ra
pid
exp
erim
enta
tion to
op
timise
pro
duc
tion le
ad
-time
s to
ac
hieve
pro
duc
t de
livery a
nd p
rob
lem
reso
lution o
utco
me
s in their m
ost c
ritica
l m
om
ents
• Build
ing the
right o
pe
rating
mo
de
l and
roa
d-m
ap
ping
ca
pa
bilitie
s to e
nsure ne
w
wa
ys of w
orking
ca
n ga
in trac
tion a
nd o
rga
nisatio
n-wid
e a
do
ptio
n
Edw
ard
Ma
nsfield
H
ea
d o
f UX &
De
sign, La
titude
Financ
ial Se
rvice
s
14:00 So
lutions C
linic: Inc
rea
sing Sta
keho
lde
r Enga
ge
me
nt to Brid
ge
the G
ap
Betw
ee
n De
sign
and
De
livery
Fa
ce
d w
ith tight d
ea
dline
s and
bud
ge
tary c
onstra
ints, de
livery te
am
s ofte
n ove
rloo
k the
cruc
ial ro
le o
f de
sign in im
pro
ving p
rod
uct a
nd se
rvice
outc
om
es. In this se
ssion,
Ca
rl share
s how
RAC
Q is sig
nifica
ntly imp
roving
de
livery o
utco
me
s throug
h stress-te
sting
and
ide
ntifying the
ga
ps b
etw
ee
n pro
duc
tion a
nd e
nd-use
r exp
erie
nce
. Mo
reo
ver, C
arl
disc
usses ho
w to
ga
in interna
l stake
hold
er e
nga
ge
me
nt to tra
nslate
de
sign into
de
livery
outc
om
es a
nd b
rea
k do
wn the
me
ntal b
arrie
rs that c
asts d
esig
n as b
eing
just a c
ost
outle
t.
Ke
y Them
es:
•
Ove
rco
me
cha
lleng
es o
f interve
ntion b
y pro
ble
m fra
ming
from
the p
ersp
ec
tive o
f d
elive
ry and
pro
duc
t tea
ms
•
Ho
w e
arly d
esig
n interve
ntion a
nd usa
bility te
sting e
nab
led
RAC
Q to
uplift
pro
duc
tivity and
custo
me
r hand
ling tim
e b
y 20%
• Fa
cilita
te c
olla
bo
rative
know
led
ge
sharing
be
twe
en fro
ntline a
nd d
eve
lop
me
nt te
am
s to va
lida
te p
roje
ct re
quire
me
nts and
itera
te o
n insights
C
arl G
ribb
le
Me
mb
er Exp
erie
nce
De
sign M
ana
ge
r, RAC
Q
Solutio
ns Clinic
: Building
Tale
nt and
Transfe
rrab
le D
esig
n Ca
pa
bilitie
s to U
plift
Tea
m Pe
rform
anc
eSe
curing
sustaina
ble
gro
wth in to
da
y’s custo
me
r ce
ntric e
nvironm
ent re
quire
s a ro
bust
fram
ew
ork to
supp
ort tra
nsferra
ble
de
sign c
ap
ab
ilities. In this se
ssion, he
ar ho
w Je
mm
a
is cre
ating
signific
ant im
pa
ct w
ithin Telstra
by le
ad
ing its Ta
lent Build
ing initia
tives a
nd
me
ntoring
pa
thwa
ys. Spe
cific
ally, she
share
s key insig
hts on b
uilding
co
llab
ora
tive
mo
de
ls that up
lift de
sign c
ap
ab
ilities a
nd se
rvice
outc
om
es – o
ne te
am
at a
time
.
Key The
me
s:•
Ho
w Te
lstra is d
riving a
4x incre
ase
in de
ma
nd fo
r de
sign c
ap
ab
ilities a
nd up
skilling
tea
m p
erfo
rma
nce
throug
h their uniq
ue Ta
lent Build
ing m
od
el
• C
o-d
esig
ning c
ap
ab
ility ma
turity mo
de
ls with e
mp
loye
es to
enha
nce
eng
ag
em
ent
• Build
ing a
supp
ortive
co
mm
unity and
wo
rk ec
osyste
m thro
ugh b
y em
be
dd
ing
pro
ce
sses fo
r know
led
ge
sharing
and
transfe
rrab
le d
esig
n ca
pa
bilitie
s•
Enhanc
ing skills a
cro
ss de
sign thinking
, lea
n start-up
and
ag
ile m
etho
ds
Jem
ma
Vand
ali
Servic
e D
esig
n Cha
pte
r Lea
d
Telstra
14:40 A
FTERNO
ON
TEA
T: +61 2 9229 1000 n E: re
gistra
tion@
iqp
c.c
om
.au n
W: http
s://de
signthinking
.iqp
c.c
om
.au/
15:10 Interactive Group Discussion: Using Design to Create Impactful Strategies and Solutions to Complex Problems Human Centred Design methodologies are seeing massive influence on service design and strategy. In this session, Alison discusses the value of HCD tools, such as journey mapping
and user stress testing to embed customer insights effectively in service design. Moreover, she shares how HCD is being used to minimise the risks to sustainable growth
Key Themes: • Using HCD methodologies to inform changes to existing service or innovate new services • Journey mapping to pre-empt potential challenges and understand difficult-to-define scenarios • Integrating design thinking and scenario planning to stress-test for a plausible future
Alison Livingstone Senior Service and Strategy Designer (Customer Lab) iag
15:50 The Future of Design - Using Co-Design Principles to Align Business Success to Community Needs Businesses are increasingly using design to disrupt and monetise. But gone are the days where innovation is simply rewarded without considering the ethical, social and environmental
impacts. Join this discussion to see how design is leading innovation in ways that not only drives disruption and monetisation, but can also achieve positive social impact. Leave this session with the inspiration, insights and tools to elevate the outcomes of your Ethical Design strategy by using design thinking to deliver value to your stakeholders and making them feel valued
Featured Themes: • Using participatory design and co-design methodologies to deliver service and product solutions that tackle social and environmental issues • Understand the complete customer journey to identify services and products that are truly valuable and beneficial for end users • Evidence based approach to create measurable impact and re-model of behaviour • Examples of applying service design to encourage more environmentally conscious customer behaviour, such as Qantas’s waste reduction challenge
Panelists: Dr. Oksana Zelenko
Head of Interactive and Visual Design Queensland University of Technology
Lyle Crombie Director of Digital Experience, Enterprise Culture, Change & Transformation ATO
16:30 Conference Closing – Remarks from Conference Chairperson
16:40 End of Conference
Wednesday, 30 October 2019
Conference Day TwoPA
NEL
DIS
CU
SSIO
N
The Design Thinking event is a great opportunity to get a broad perspective of what’s happening in the industry. I think it’s great to have the mature and the beginners interact as well as get these keynote speakers from overseas who have a
completely different perspective and come from the US. It’s so different to how Australia thinks for design thinking. So it’s really, really good to get a cross-section of where the industry is at the moment.”
Jacqui Le VieuxExperience Design LeadNAB
T: +61 2 9229 1000 n E: [email protected] n W: https://designthinking.iqpc.com.au/
DELEGATE 1
APPROVING MANAGER
DELEGATE 2
DELEGATE 3
POSITION
POSITION
POSITION
POSITION
ORGANISATION
ADDRESS
[FIRST NAME]
[FIRST NAME]
[FIRST NAME]
[FIRST NAME]
[SURNAME]
[SURNAME]
[SURNAME]
[SURNAME]
POSTCODEADDRESS
TELEPHONE
AMEX 4 DIGIT CODE
FAX
EXPIRY DATE
( ) ( )
CHEQUE ENCLOSED FOR $ __________ (Please make cheques payable to: IQPC)
PLEASE CHARGE American Express Visa MasterCard Diners Club
CREDIT CARD NUMBER
NAME OF CARD HOLDER [PLEASE PRINT]
REGISTER ME for Design Thinking Melbourne 2019 PLUS: Workshops: A B C D
Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. A credit card surcharge of 1.5% will be added to all payments made by credit card. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE.
PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details.To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department,Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.
I do not wish to have my details made available to other organisations
IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2019 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangementof this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.
Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only
Please keep me informed via email about this and other related events
2 WAYS TO SAVE!
Book early for HUGEEARLY BIRD savings.
Book as a TEAM,save & benefit as a team.
* All ‘Early Bird’ discounts are subject to availability and require payment at time of registration and before the cut-off date in order to receive any discount.
* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.* Please view our registration policy for full information about payment, cancellation, postponement, substitution and discounts.* A credit card surcharge of 1.5% will be added to all payments made by credit card* Payment not made at the time of registration will be subject to a $99 service charge
Register Early & Save!
QUICK and EASY WAYS to REGISTER
TEAM DISCOUNTS
BOARDROOM TEAM PACKAGE*
WHERE WHEN
WEBSITE https://designthinking.iqpc.com.au/
MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000
STANDARDPACKAGES
SUPER EARLY BIRD*Register & pay
before2nd August 2019
EXTRA EARLY BIRD*Register & pay
before30th August 2019
EARLY BIRD*Register & pay
before4th October 2019
STANDARD PRICE
Conference + 4 Workshops
$4,399 + GST = $4,838.90
$4,949 + GST = $5,443.90
$5,549 + GST = $6,103.90
$5,899 + GST = $6,488.90
Conference + 3 Workshops
$4,099 + GST = $4,508.90
$4,649 + GST = $5,113.90
$5,149 + GST = $5,663.90
$5,449 + GST = $5,993.90
Conference + 2 Workshops
$3,799 + GST = $4,178.90
$4,299 + GST = $4,728.90
$4,699 + GST = $5,168.90
$4,949 + GST = $5,443.90
Conference + 1 Workshop
$3,449 + GST = $3,793.90
$3,899 + GST = $4,288.90
$4,199 + GST = $4,618.90
$4,399 + GST = $4,838.90
Conference Only $2,999 + GST = $3,298.90
$3,399 + GST = $3,738.90
$3,599 + GST = $3,958.90
$3,799 + GST = $4,178.90
SAVE UP TO $1500 SAVE UP TO $950 SAVE UP TO $350
27128.005
(PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES)
Royce Hotel, Melbourne
• Convert team learning into practical business strategy• An exclusive private meeting & networking space• VIP registration, conference seating and networking support.
To qualify:Register a team of 7 or more delegates to the conference at the standard conference rate**
You receive:• Exclusive full-day use of a private room within the conference venue• Networking support & facilitated introductions from the IQPC team throughout the event• Morning and afternoon refreshments catered• VIP registration & conference room seating
Availability – 2 only per event* (Not available for service providers) **(No discounts can be applied)
28 - 30 October 2019
ACCOMMODATION
Melbourne, Victoria is the official venue for Design Thinking Melbourne 2019, and we have negotiated special rates for attendees of this event.
To take advantage of these rates, contact the hotel and quote: IQPC or go to https://designthinking.iqpc.com.au/ and click on the Venue and Accommodation page for a direct link to rates.
HOW TO REGISTER
28 - 30 OCTOBER 2019ROYCE HOTEL, MELBOURNE
EXPIRED
CLICK HERE SUBMIT THIS FORM
/IBF
TELEPHONE +61 2 9229 1000
EMAIL [email protected]
To reserve your place at Design Thinking Melbourne 2019, call IQPC on 02 9229 1000 or email [email protected]. For more information email [email protected]
IQPC recognises the value of learning in teams. Take advantage of one of these special rates:
Register a team of 2 to the conference at the same time from the same company and receive a 5% discount
Register a team of 3 to the conference at the same time from the same company and receive a 10% discount
Register a team of 4 or more to the conference at the same time from the same company and receive a 15% discount
Register a team of 6 or more to the conference at the same time from the same company and receive a 20% discount
Register a team of 10 or more to the conference at the same time from the same company and receive a 25% discount
Ask about multi-event discounts. Call +61 2 9229 1000 for more details
Please note: Only one discount appliesQ
