16 November 2017

ThoughtWorks Brisbane - 19/127 Creek St.
8:30-9:00 AM
Registration & Coffee
10:30-10:45 AM
Morning Tea
10:45 AM-12:00 PM
Workshops Continued
12:00-1:00 PM
1:40-2:10 PM
Challenging Convention with Irreverence

Rowan Lamont, Design Strategist-Designworks Brisbane

2:20-2:40 PM
Afternoon Tea
2:40-3:10 PM
3:20-4:05 PM
Trio of Trouble: Design Thinking, Lean, and Agile

Jonny Schneider, Principal Product Strategy-ThoughtWorks

4:15-5:00 PM
Hypothesis-led Experience Design at Myer

Lloyd Shanks, Lead Retail Consultant-ThoughtWorks

6:00-6:30 PM
Networking & Canapes
6:30-8:00 PM

We’re living in a world dominated by connected devices and one where users are not afraid to use them. This new world and new way of thinking is putting extra pressure on brands. It’s no longer about just the external customer buying products, but also staff using internal products demanding the same seamless experiences they get outside of work. Businesses need to see everybody interacting with their products as customers.

According to Forrester, 72% of businesses say that improving the customer experience is their top priority. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.

Traditional ways of working simply won’t cut it if you want to stay ahead and deliver the expected experience for both internal and external customers.

Join us for a fast paced, hands-on innovation workshop. Through the use of practical exercises you’ll be working in teams to produce new innovative products, where the customer is at the centre. We’ll introduce you to a range of reusable methods, templates and tools to encourage teams to rapidly ideate, prototype and test new products that meet real customer needs.



Over this half day session you will learn a range of techniques you can use to gain empathy for your customers, ideate and prototype new digital ideas.

You will take away a set of Innovation Methods that you can re-use in the design of new digital products or services within your team or business.



Team leaders who want to learn how they can rapidly prototype new ideas to solve customer problems.

Product owners interested in driving digital innovation.  

User Experience Designers who want to learn how to facilitate design and prototyping workshops.

During this highly collaborative workshop, you will learn the fundamentals of service design and how it can help to identify service and product opportunities for your business. Through a hands-on learning approach, you will discover the impact of mapping the interactions that customers, employees, and channel partners have with your products and services.

Working as a team, you will create a service design blueprint based on real-world scenarios, and begin designing unique service experiences through both online and offline channels. You will optimise existing services around what the customer actually needs, reducing wasteful effort that is not aligned to delivering a great customer experience and high business performance.



Over this half-day session, you will learn about the role Service Design can play in aligning all areas of the organisation towards delivering meaningful service experiences.

The methods you will learn can be used immediately in your business as a stand-alone activity or as a collaborative effort involving the whole organisation. Methods include: observation techniques, capturing and articulating human systems, and how to communicate for change.
delivering a great customer experience and high business performance.



Team leaders both business and technical, who want to have more influence beyond their immediate remit.

Product Managers who are working at the portfolio level and would like to broaden their scope of consultation for strategic decisions.

User Experience Designers who want to design for the experience beyond the interface.

1:00-1:30 PM
How to Innovate at Speed

Kate Linton, Head of Design-ThoughtWorks
Emma Carter, Lead Experience Designer-ThoughtWorks

A fast paced, hands-on innovation workshop, this session will introduce participants to a range of reusable methods, templates and tools to encourage teams to rapidly ideate and prototype and test new products that meet customer needs. We will provide scenarios and materials to focus the team around real world problems.

1:40-2:20 PM
Challenging Convention with Irreverence

Rowan Lamont, Design Strategist-Designworks Brisbane

“Design an item that will reflect the traditions of the Commonwealth Games Federation AND capture the spirit of The Gold Coast. It will be experienced by 1.5 Billion people as it travels 230,000kms, for 388 days, through 70 countries – oh – and Queen Elizabeth wants to write a special message to pop inside it…”

How does a small design team win-over the culture of a highly conservative organisation that is steeped in tradition for them to go onto champion a solution that is bold and irreverent?

Rowan will share how Designworks implemented a solution to design and manufacture the Queen’s Baton for the 2018 Commonwealth Games. He will provide insights into how their approach designed for a three year launch horizon, and allowed them to challenge deeply-held tradition. Discover how they created an outcome that maintained design intent, enabling a wide range of stakeholders, including Executive Boards, Governments and International Organisations, to get on board and support it.

2:40-3:10 PM
Design Where It Counts

Katherine Alsop, Lead Service Designer-ThoughtWorks

Government is beginning to integrate human-centred design practices into standard service development practices. Techniques such as usability testing, user interviews and contextual enquiry are becoming more widespread. Organisations are beginning to understand the value of Service design to their business.

But what if the increased access to the voice of the customer revealed that the policy you were implementing wouldn’t meet their needs?

Designing in Government is hard work- with competing agendas, power struggles, political opinions as well as 20+million Australian citizens and residents to serve.

Katherine will talk about how incorporating user-centred design techniques to set the agenda will bring increased humanity to policy development.

3:20-4:05 PM
Trio of Trouble: Design Thinking, Lean, and Agile

Jonny Schneider, Principal Consultant-ThoughtWorks

Which one is right? They all are. This talk untangles what these movements, mindsets, and approaches mean, and helps teams and leaders to choose the right bits at the right times for their own situation.

The way we ‘do’ product development constantly evolves and every few years a new wave of thinking promises to be the secret key to doing it better. The 90’s saw the rise of the Agile movement for building software. A bit later, the lean mindset shifted the focus to value creation for the entire organisation. More recently, Design Thinking has democratised design and brought it to the boardroom.That’s awesome! But it leaves leaders bamboozled by an unprecedented array of frameworks, methods and approaches – paralysing meaningful progress. Boots-on-ground practitioners are also confused about how to work with their colleagues from other camps too.

Can these approaches work together? How do we know if we’re doing it right? How does it all fit together? Could this work in my organisation?

This talk will help you find answers to your questions, bringing clarity to the topic, and some practical guidelines to help you find a way that works for you.

Jonny will cover:

  • The meaning, mindset and mechanics of Design Thinking, Lean and Agile
  • When to use each approach, and where they overlap and intersect
  • How to combine the right mindset with the right tools at the right time, to rise above rote application of methods
  • Guidelines for getting started and working with other teams
  • What not to do, from lessons learned in the trenches
4:15-5:00 PM
Hypothesis-led Experience Design at Myer

Lloyd Shanks, Lead Retail Consultant-ThoughtWorks

Myer is Australia’s leading department store and widely regarded as a leader in Australian retailing, aiming to deliver a world class shopping experience for all customers by bringing their love of shopping to life.  Over 1.4 million Chinese tourists visited Australia last year, spending on average $8000 a visit. Myer saw this as an opportunity to generate a new revenue stream and in January 2017, following five weeks of rapid development, Myer launched a digital engagement platform aiming to attract Chinese customers to shop in-store, just in time for Chinese New Year.

In this session you will learn how, in just five weeks, Myer and ThoughtWorks applied experience design to the retail domain, set up lightweight metrics and measurement methods and used test and learn techniques in a large, complex environment.

6:00-6:30 PM
Drinks, Canapes & Networking
6:30-8:00 PM
Panel Discussion with Global Experience Designers

Join us for an evening of drinks, canapes, networking, and the ultimate distributed panel discussion, where experts from across the globe will discuss the latest trends and thinking all in things Customer Experience and Design.

Learn how customers differ across countries and how technology and a deep understanding of customers allows us to create differentiated customer experiences.


Mike Tiffany, Principal Design Consultant-ThoughtWorks London

Rujia Wang, Lead Business Analyst-ThoughtWorks China

Ruchi Mahajan, Principal Design Consultant-ThoughtWorks India

Nic Smythe, General Manager-ThoughtWorks Brisbane


Tim loves collaborating with people to develop powerful ideas that have a positive effect on the world. He loves tackling difficult problems and leans into complexity.

From a corporate perspective, Tim was part of the select team tasked with establishing an Innovation Labs for Suncorp Group. He’s also played a major role in the design and delivery of major technical projects, developed communications strategies to support structural and cultural shifts and more recently managed strategic risk through innovation and reinvention of the Suncorp Business Model.

In the entrepreneurial ecosystem, Tim is co-founder of Fintech QLD, he runs a humble design consultancy and, in his spare time, organises and facilitates hackathons such as Techfugees Brisbane, Australia’s first Homelessness Hackathon and Brisbane’s inaugural Fintech Startup weekend.

Tim started out, what seems like a lifetime ago, in hospitality. He’s managed everything from multi-national fast food restaurants to independent fine wine distributors. That part of his journey culminated in building a Modern Australian / Asian fusion restaurant from scratch.