Our Most Popular Courses

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An introduction to Human-Centered Design

The End to End Design Experience in one day

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.

Overview: 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.

Learning Experience & Outcomes – You will:

  • Gain experience using design thinking to solve problems
  • Explore and define tough problems through high quality questions
  • Use active customer engagement techniques to build empathy for your customers
  • Learn techniques which encourage divergent, creative thinking
  • Use both sides of your brain to create profitable products and services that customers love
  • Be able to help your team improve the quality of their thinking and the success of their projects with your experience and a high quality ‘how to do design’ manual

Customer Experience Pathway Mapping

Uncover improvement and innovation hotspots

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.

Overview: 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.

Learning Experience & Outcomes – You will:

  • Learn about and experience using a simple yet versatile tool to understand how a customer ‘actually’ interacts and would like to interact with your products and services
  • Use pathway mapping techniques to capture the key interactions that users of a system experience and what they (Think, Feel, Do) during these interactions
  • Apply the 5 E’s heuristic (Entice, Enter, Engage, Exit, Extend)
  • Uncover opportunities to improve an existing experience or identify ‘white spaces’ to create new ones
  • Learn how this approach can connect with other business analysis or project tools

The AtwoB for Strategy Design

Tools to build clear, compelling strategies

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.

Overview: 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.

Learning Experience & Outcomes – You will:

  • Learn about and experience using a simple yet versatile tool to understand how a customer ‘actually’ interacts and would like to interact with your products and services
  • Use pathway mapping techniques to capture the key interactions that users of a system experience and what they (Think, Feel, Do) during these interactions
  • Apply the 5 E’s heuristic (Entice, Enter, Engage, Exit, Extend)
  • Uncover opportunities to improve an existing experience or identify ‘white spaces’ to create new ones
  • Learn how this approach can connect with other business analysis or project tools

Our Experts are always ready to work with you

Contact Our Team For a Free Consultation

Our Experts are always ready to work with you

Contact Our Team For a Free Consultation

Tough Problem helped us rapidly accelerate a corporate integration process. They listened to the brief, responded with a sense of urgency & quality, assembled the right team for our needs & commenced working with us in a true partnership fashion. The proven techniques, processes, training materials and tools they provided, enabled us to quickly get on with it. [Tough Problem] offer a practical, accessible, adaptable consulting service which helped QSuper achieve its objectives through a new and innovative approach.

Tracey McFarlandHead of Integration Program

I knew that tough Problem would bring a pragmatic approach to designing, documenting and implementing our requirements, and that they would be capable of completing this intensive piece of work within the prescribed deadlines... They compiled a response that was both comprehensive & addressed The Rock’s requirements, but they also positioned it to meet the future needs of our organisation. Overall, they delivered a great “fit for purpose” outcome for The Rock.

Stuart McDonaldFmr CEO , The Rock

Tough Problem was engaged by the C&K Association Limited’s Board to undertake a strategic and operational review following the resignation of the former CEO. After working with the Tough Problem team, the leadership team gained a better understanding of the business and the service to our key stakeholders. The guidance and assistance they gave us in developing focused initiatives to improve our total organisation was invaluable. Tough Problem was able to provide key insight on parts of the business that surprised a number of our long standing employees! They are a master of turning complexity in simplicity. With the help of Tough Problem we were able to improve our overall service to the front line staff, our head office accountability to each other and generate the largest surplus in C&K history. It was a great team to have around in our time of need.

Mel ComerfordActing CEO C&K Association Limited