Being an exclusive provider of insurance services did not prevent our client from looking for ways to enhance the customer experience. Tough Problem assisted the niche government agency using Human-Centred Design techniques to help design and deliver a unique member experience. As the client stated “We wanted to position the organisation to become a valuable partner for our customers, based on a strong mutually-beneficial relations”
After conduct several hundred A two B sessions, we have decided to give everyone the front door key to our castle…
This easy 2 page A two B guide on developing a strategy should get your creative juices following.
This professionally designed curriculum will help your organisation become more customer-focused and equip your people with the skills & knowledge needed to tackle many of the challenges facing organisations today.
We provide a full suite of courses that will give you the foundation and experience you need to kick off, run and successfully deliver a project that delivers innovative, new value for customers and your organisation. Our courses can be customised to meet the varying needs of individuals and
We use techniques such as Pre-work, Simulated Experience, Reflection & Adaption and Coaching to strengthen the learning experience. With our blend of theory, practice and reflection we can transfer skills and knowledge to your people so they can confidently apply design
thinking in your organisation.
The End to End Design Experience in one day - ONE DAY WORKSHOP
Deepen your design knowledge by experiencing an end to end design challenge. This is your opportunity to learn design skills that will help you get ahead of the game.
Use design thinking to add value to your customers through innovative, meaningful experiences with your products or services.
The ability to approach problems in creative ways will be the key differentiator between equals in the new “Value competition” world.
This one-day course will get you using the philosophies and processes that have guided great innovators and designers for decades and set you and your team up to deliver value to your customers and your organisation.
Harness the Power of Customer-Based Design - TWO DAY WORKSHOP
Learn how to lead a team of people through a design project to deliver innovative, meaningful and valuable outcomes for your customers and your organisation.
Design projects require a unique balance of creative thinking, stakeholder engagement and project skills. In an age where many products and services are becoming commoditized, successful organisations are able to develop deep insights about the context their products and services live within, then harness the hard and soft sides of design to develop and deliver solutions that work for the customer and the organisation.
In this engaging and interactive two-day workshop you will learn how to use the tools, philosophies and processes that have guided the great innovators and designers via a comprehensive Customer-Based Design framework.
Uncover improvement and innovation hotspots - TWO DAY WORKSHOP
Deepen your design knowledge by experiencing a technique that will help you think about a product or service from a users perspective to help design something that actually makes sense for them.
Companies develop deeper connections with their customers when they deliver meaningful product and service experiences therefore providing a level of value that helps products and services resist the rapid ‘commodification’ of today’s markets.
Customer Experience Mapping is an excellent tool for creating a differentiated customer experience.
Customer Pathways can be used for finding opportunities and for describing how a changed process or system will affect the current customer experience. This course will teach you how to use customer pathways to develop a genuine understanding & empathy for the experience your customers are really having.
Apple co-founder Steve Jobs will be remembered as one of a handful of history’s most elite innovators. He was the classic American entrepreneur — starting his company in the spare bedroom of his parents’ house and pioneering the development of the first personal computer for everyday use. This was a man who was fired from the company he had started, but returned 12 years later to save it from near bankruptcy. Not only that, but in the next 10 years Jobs used Apple to reinvent four different industries — computing, music, telecommunications and entertainment. (Let’s not forget he was the CEO of a little company called Pixar.)
Everyone wants to learn more about what made Steve Jobs tick, yet very few journalists have identified the core principles that drove Jobs and his success. In his book The Innovation Secrets of Steve Jobs (McGraw-Hill, 2010) Carmine Gallo reveals the 7 principles that were largely responsible for his breakthrough success — principles that guided Jobs throughout his career.
Think, Create and Plan to break new ground - ONE DAY WORKSHOP
Unleash the power of visualisation, dialogue and heuristics to help you think, create and plan your way out of tough problems.
Someone once said “the thinking that got you into the problem is unlikely to be the thinking that gets you out of the problem”.
Do you sometimes think “where do I start?” or “what can I do from here?”.
This course is designed to teach you a selection of tools for tackling tough (“wicked”) problems, and finding convincing paths forward. Throughout the day we introduce and get you using Visualisation, Dialogue and Heuristic tools that will help you and others think your way out of tough problems.
These tools will help you make sense of the complexity surrounding the problems we face in organisations today.
Tools to build clear, compelling strategies - ONE DAY WORKSHOP
Equip yourself with a clear and effective strategic planning approach for tough problems that do not respond directly to logic and analysis and build your roadmap for change.
Traditionally strategies are built using strongly left brain, analytical, backwards looking techniques. Our A two B approach balances the analytical with the creative and helps teams to understand where they are, imagine a better future and invent a roadmap for getting there.
This course will help you understand the A two B approach, give you hands on experience contributing to one and leave you with a set of great questions you can use to create a clear and actionable strategy for your business.
See the world through the customers eyes - ONE DAY WORKSHOP
Use active customer engagement techniques to build empathy for your customers and stay one step ahead of your competitors
Designing products, services and experiences that are meaningful and innovative to your customer starts with gaining a genuine empathy for their needs, desires and motivations. To do this we move beyond market surveys and focus groups to research methods such as in-depth interviews, observation and in-context enquiry to lay the foundation for high quality, actionable insights.
In this workshop, you will learn how to plan, do and synthesise high quality customer research and how this approach will generate deep empathy and insights for your customers.