Main Conference Day Two: Wednesday, 16 September 2020

8:30 am - 9:00 am Coffee & Registration


Selena Griffith

Senior Lecturer Design Thinking, Centre for Social Impact
University of New South Wales

9:10 am - 9:50 am Using Data to Shape Design: Mapping the Customer Journey with Amazon Alexa to Provide a Universal Customer Experience

With customer centricity the focus on every Amazon product, Design Thinking is ingrained within the organisation’s way of working. In this presentation, Sabina Alteras-Honig, Senior UX Researcher, will present her process when it comes to amalgamating data to ensure the data shapes the design.

Within this presentation she will talk about how, when Alexa first came to Australia, different research teams were tasked with conducting home visits to understand how different age demographics use the technology within their homes. 

  • Proactive triangulation of qualitative and quantitative research methods for a more diverse understanding of user needs
  • Determining trust patterns: How do we build trust with users through general and abstract intelligence
  • Improving stakeholder engagement through cross-collaboration to improve service delivery

9:50 am - 10:30 am Strategic Design Thinking & Navigating Complexity: How to Go From Design to Implementation in a Fast-Paced Organisation

Robert Homberger - Strategic Design Director, ANZ
Designing a separate business lab to focus on innovation and customer satisfaction projects, ANZ are one of the key leaders in this space utilising design thinking to implement projects. However, working in a fast-paced environment with multiple projects, there are times when design thinking might not be the best methodology to apply.

Robert Homberger, Strategic Design Director at ANZ, will present on the true complexities of project design, and the way ANZ are applying it to specific homeownership projects to become the innovators of tomorrow. 

  • Understanding the key strategies and tools for incorporating design thinking into the creative process
  • Proactive triangulation of qualitative and quantitative research methods for a more diverse understanding of user needs
  • Determining trust patterns: How do we build trust with users through general and abstract intelligence


Robert Homberger

Strategic Design Director

10:30 am - 11:00 am Morning Tea

Scriber: Ben Crothers, Principal Design Strategist, Atlassian

Design Thinking for … Project Delivery  

Chair: Selena Griffith, Senior Lecturer Design Thinking, Centre for Social Impact, UNSW

11:00 am - 11:40 am 5-9 Weeks, 1-2 Designers: Merging Agile and Human Centred Design to drive higher ROI in Project Delivery
Gaetan Germain - Agile Chapter Lead - Experience Design, Optus
Geaten Germain, Senior Manager of Service Design at Optus, will deliver a case study on the work his team are doing in service design to create a more agile way of working. 

Allocating designers into their agile squads, and spending no longer than 5 to 9 weeks per project, per designer, Gaetan will discuss the Optus journey. It is here he will explain why understanding where agile works and where it does not is the first step in being able to understand businesses processes for more effective project delivery.

  • Combining Design thinking and agile to improve outcomes: How to bring thinking and fast delivery together
  • The role of CX design in agile in complex organisations: How to define an experience vision to create a consistent an effective agile delivery
  • Merging the business side of thinking with creative thinking: How to create a culture of experimentation in Agile


Gaetan Germain

Agile Chapter Lead - Experience Design

11:40 am - 12:20 pm How World Vision are bringing Human Centred Design into practice through New Products and Strategies
Having spent the past 2 years employing design thinking into their business strategy, Megan McDonald will talk about the world her organisation is now doing to integrate new problem solving techniques and customer centricity into their business.

Seeing a significant return on investment, her team and many others within the organisation are utilising design thinking to understand customer behavior and transform their overall operating structure.

  • Understanding the key strategies and tools for incorporating design thinking into the creative process
  • Using design sprints and agile as a way of isolating time to work on a user story 
  • Proactive triangulation of qualitative and quantitative research methods for a more diverse understanding of user needs
  • Utilising VoC and comprehensive sources to determine how and why customers respond differently to change

12:20 pm - 1:00 pm From Data to Discovery: Working in Agile Squads to Develop a Mental Health Support App through Research and Insight
Belinda Dimovski - Director Engagement and Support, Australian Red Cross
Meet Belinda Dimovski. Raising over $145 million in revenue through multiple projects, Australia Red Cross have been on a journey to shape the way their team approaches product design and delivery. Working in agile squads, members of the team have spent the past year developing a mental health app that will support people with mental health. 

This app was designed by health professionals and people with lived experience of mental illness, partnering with Australian Red Cross to create an app that supports this audience.

Belinda Dimovski, Chief Executive Officer of Australian Red Cross, will deliver a case study presentation delving into the work her organisation is doing in this project, from data collection to implementation. 

  • Using the data sourced to identify product gaps for improved project delivery
  • Working with stakeholders and delivering more effective communication techniques for stronger project results
  • Understanding that design thinking is a way of working, and creating a culture where it comes naturally to all employees 

Belinda Dimovski

Director Engagement and Support
Australian Red Cross

1:00 pm - 1:10 pm 10 MINUTES: SCRIBE TAKEAWAYS

Attendees will spend 15 minutes discussing and writing down their ideas and major takeaways of the above session

Design Thinking for … Organisational Delivery 

Chair: Carl Gribble, Manager, Member Experience Design, RACQ

11:00 am - 11:40 am Designing Designers: How Design Thinking is Being Taught within CBA to Build the Workforce of the Future
Sam Adeloju - Head of DOT Human Centred Design, Commonwealth Bank Australia
Most large-scale organisation hire a specific number of graduates each year. In 2016 CBA began the process of designing workshops for graduates who wished to employ design thinking into everyday practice. 

4 years later, and the company has now designed a comprehensive program for all retail graduates, teaching them the art of problem solving and the design thinking methodology to cater to future innovation. 

This case study will delve into the work CBA are doing to train their future workforce in design thinking capabilities, and how this can set the pace for innovation within Australia.

  • Training new starters across the organisation in design thinking methodologies to improve future innovation 
  • Create excitement for User Centricity and Human-Centered Design within your organisation to drive strategic initiatives
  • Preparing the organization for a transformation catalyst through research and insights to deliver customer advancements 


Sam Adeloju

Head of DOT Human Centred Design
Commonwealth Bank Australia

11:40 am - 12:20 pm Scaling for Success: Connecting Design Thinking with the Key KPIs of the Business to Understand Your Employees and Leadership Team
Christy Mcleod - Senior Innovation Designer, Bank of Queensland
Many Design Thinking initiatives come from design side of an organisation, however in order to truly integrate these methodologies, designers need to also understand the business side. This session will look at how design thinkers can learn the language of business, to communicate with all stakeholders effectively.

Christy McLeod, Senior Innovation Designer at Bank of Queensland, will help you connect the dots on your design thinking journey. With over 20 years in the industry, learn how to scale and show diversity in innovation, as well as improve operating models to drive maturity and the employee experience

  •  Bringing together the business and creative thinkers and having them work collaboratively to improve processes
  • Design sprints: What is the most efficient method for your team to improve ROI and marketing initiatives 
  •  Determining when design thinkers should lead the organisation and project, and when they should follow business goals 
  • Providing a psychologically safe environment to fail and to support failure so teams can grow

Christy Mcleod

Senior Innovation Designer
Bank of Queensland

12:20 pm - 1:00 pm Driving Transformation Across the Business to Scale Design Thinking and Build a Culture of Customer-Centricity
Rohit Mandanna, Customer and Digital Program Director within the NSW Department of Planning will deliver a case study presentation on the work his department is doing to craft bespoke experiences through design.

Empathizing with and understanding the needs of the stakeholders, is the first step that helps designers see the world from the shoes of the people we are designing for. Immersing more staff within an organisation on the role of design in solving complex challenges, makes it easier to scale across the organisation. 

This session will focus on how the department is reimagining existing services and experiences through a human centred lens. This in turn transforms the overall customer and citizen experience.

  • Improving stakeholder engagement by understanding the roles and motivations of different customers and stakeholders in the ecosystem 
  • Utilising the right design tools to research and engage with users or communities when developing new services and products
  • Scaling your design thinking movement from the bottom up by inspiring staff on the role of design in creating innovative experiences that have sustainable impact

1:00 pm - 1:10 pm 10 MINUTES: SCRIBE TAKEAWAYS

Attendees will spend 15 minutes discussing and writing down their ideas and major takeaways of the above session

1:10 pm - 2:10 pm Lunch Break

Scaling and perfecting projects is a large part of the designer’s mindset. However, how do you know when the project you have employed has reached its point of maturity and to move onto the next? This panel will weigh in on the pros and cons of perfectionism in design and how to know when the time has come to complete your project and move on to the next. 

Gain insight on how these leaders have failed in a range of projects, and the way failure experience has been able to set them up for long term success.

  • Understanding failure in order to improve future projects and increase ROI long term 
  • Building awareness of design thinking practices through implementing business case, research and future planning
  • Removing individual bias when beginning or completing a project to ensure the customers are always at the forefront of the design

Ben Crothers

Principal Design Strategist


Sam Adeloju

Head of DOT Human Centred Design
Commonwealth Bank Australia


Chris Eade

E-Business Performance, Operations and UX Manager
Nestle Nespresso

3:00 pm - 3:30 pm Afternoon Tea

3:30 pm - 4:30 pm Solutions Clinic: The Pains of Being a Design Thinker in Your Organisation: How to Overcome Them by Harnessing The Collective Intelligence Of The Design Thinking Community

Carl Gribble - Manager, Member Experience Design, RACQ
Carl Gribble from RACQ will lead this interactive solutions clinic in a workshop style format, allowing all attendees to express new ideas and strategies that will engage the design thinking community and their respective teams.  

It is here attendees will summarise their learnings over the past two days and look at the key topics in groups:

  • What is your business doing to improve process efficiency and agile implementation through Design Thinking?
  • Which priorities are most important in the collaboration between Designers, Innovators and Business Leaders?
Solutions Clinics are designed to give participants strategies and tools to deal with their most pressing challenges. The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail.



Carl Gribble

Manager, Member Experience Design