Customers and colleagues connecting for change

The benefits of research are well known – an opportunity to deeply understand customer needs and journeys, an ability to prioritise finite resources and insight into troublesome hotspots. Armed with these insights, we as researchers become passionate advocates for our end users. The challenge is passing that passion on. How do we infect every colleague in every corner of our business with the same empathy for and understanding of customer needs? In this session you’ll learn how we’re successfully encouraging all colleagues – regardless of seniority or job function – to become customer experience advocates, through human centred design training and opportunities to engage directly with customers. Our approach brings together design thinking and qualitative research techniques to deliver new insights that lead to positive change for our colleagues and customers.

Presented by Elyssia Clark at Design Research 2017

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