Build your
Design Thinking

1 and 2-day workshops

1-day Design Thinking fundamentals for customer experience workshop

April 9th, 2019 / Auckland

This high energy 1 day workshop, will give you a basic understanding of the Design Thinking principles, key tools and terminology and how they can be applied to Customer Experience. The focus will be a hands-on and ‘Learning-by-Doing’ using various tools like, Design Research, Personas, Customer Journey Mapping, Prototyping and Testing.


In the morning, we will go through a short and interactive introduction to Design Thinking for Customer Experience. What is it, where does it come from? What are the main ‘schools of thought’ within Design Thinking? During this session you will learn about the methodology, frameworks and core principles of Design Thinking and how that can be applied to purposefully designing customer experiences.

Learning by doing

After the short theory session, you will dive into a hands-on approach to learning as you tackle a realistic problem, or ‘design challenge.’ You will learn to use a set of ‘tools’ that are fundamental to structuring the activities in the Design Thinking methodology. Of these, Customer Journey Mapping will serve as a core activity for finding solutions to the challenge.

You will be working in small teams and making effective use of the Design Thinking process to solve the challenge as if you were working for a specific client or on a project team inside an organization. This 1-day course is fast paced and will demonstrate the core phases on the Design Thinking methodology: empathise, reframe, ideate, prototype and test.


In your team you will first learn the importance of exploring your customer’s lived experience through Design Research. Then, using tools like a Stakeholder Map, Personas and a Customer Journey Map, you will build up a story that depicts a current state customer experience, and use this picture to identify customer pain points, areas of delight, and opportunities for improving the customer experience.

After reframing the original design challenge, you will use several ideation techniques to generate multiple ideas to address the opportunities identified before settling on one solution that creatively answers the design challenge. Your team will then filter and select an idea to ’Prototype’ in order to work out key details and gain feedback from customers, just like you would do with a product or service concept within an organisation.

Finally, after developing prototypes using a service scenario tool and other low-resolution techniques, your team will present the prototypes to gain feedback. Through several iterations of feedback you will learn the power of ‘making to learn’ as you adjust and iterate your solution to better meet customer needs.

Learning objectives

At the end of the day, participants will have experience with the following Design Thinking activities:

  • Stakeholder Mapping
  • Developing Design Personas
  • Customer Journey Mapping
  • Reframing a Challenge
  • Ideation Techniques
  • Creating Service Scenarios
  • Rapid Prototyping

1-day design thinking
fundamentals for
customer experience

Date: April 9th, 2019

The Green Room (above Ostro)
Level 4 Seafarers Building
52 Tyler Street,
Britomart, Auckland

Prices exclusive of GST

2-day Design Thinking facilitation mastery workshop

April 11th - 12th, 2019 / Auckland

Learn how to facilitate Design Thinking Workshop sessions in this 2-Day, high energy workshop for Design Thinking practitioners.

So you’ve read all the books and articles on Service Design and Design Thinking. You’ve had some basic Design Thinking training. You’ve listened to inspirational keynote speakers at conferences. You know the famous case studies. You get it. But how do you facilitate a Design Thinking session? How do you design a high energy learning flow? That calls for a different skill set. DesignThinkers Group can help you out.

You will get a ‘learning by doing’ experience in a 2-day workshop setting so you can learn how to facilitate Design Thinking workshop sessions for diverse groups and help build Design Thinking capabilities within your organisation.

What you will learn

The objective of the 2-day training is to understand your current facilitation skills, your strengths and weaknesses, and to improve upon your personal opportunity areas through a combination of facilitation practice and personal coaching. The activities for the 2-day training are a balanced mix of theory and practice.

Topics covered

  • Plan agenda, design and run a design thinking workshop
  • Facilitating a Design Thinking workshop
  • Use tools to energise and inspire teams
  • Identify and manage different personality types
  • Assess your own facilitation skills
  • Facilitation Team Management
  • Core Design Thinking Workshop flow
  • Problem statement definition
  • Design research
  • Rapid prototyping and testing
  • Energy Management

2-day design thinking
mastery facilitation

Date: April 11th – 12th, 2019

The Matisse Room (above Ostro)
Level 5 Seafarers Building
52 Tyler Street
Britomart, Auckland

Prices exclusive of GST

Meet your facilitators

Marc Bolick

Marc Bolick leads the US office of DesignThinkers Group, working to help clients find creative solutions to complex problems and to embed design thinking as a strategic advantage in their organizations. He uses his combination of technical, business and creative skills to help organizations ask the right questions, and find innovative answers through the service design thinking methodology. With over 20 years of experience in various aspects of product and service design, Marc has worked in a variety of sectors and clients including Cartier, Bacardi, General Electric, Michelin, SAP, Coca-Cola, Qualcomm, Bank of America, Master Card, the US Agency for International Development, the US Food and Drug Administration, and a variety of early-stage companies.

Darryl McClay

Darryl McClay has enjoyed a highly successful career as a business leader and a pioneer of the Shopper Marketing industry in New Zealand with his own agency Raydar. Over his 23 years with the business he worked on a selection of the world’s biggest brands and played a key role in launching some of New Zealand’s favourite brands across multiple channels. These include; Blunt, V Energy Drink, Mercedes-Benz and Fonterra Brands. As a founding partner of DesignThinkers Group NZ, he now applies his strategic expertise and leadership experience to help brands and organisations adopt a more human centered approach to solving problems and creating new opportunities, using Design Thinking.

Martin Sawbridge

Martin Sawbridge has successfully worked as a designer and creative director with 20+ years’ experience in the UK, Australia and New Zealand, helping global brands effectively connect to their customers through insightful and creative campaigns. In 2012, Martin joined Air New Zealand where he had the opportunity to work with the internationally acclaimed and award winning customer experience team to help deliver insightful and compelling customer journeys. Martin combines his experience in customer experience and his skills as a designer, strategic thinker and ideation facilitator, to help project teams adopt the human centered design thinking process to solve complex problems and help create preferred futures. Martin also sits on the board of the Designers Institute of New Zealand where he holds the chair of Service Design.


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