28 - 30 October, 2019 | Royce Hotel Melbourne, VIC

Carl Gribble

Member Experience Design Manager RACQ

Conference Day One: Tuesday, 29 October 2019

Tuesday, October 29th, 2019

Conference Day Two: Wednesday, 30 October 2019

Wednesday, October 30th, 2019

2:00 PM Solutions Clinic: Increasing Stakeholder Engagement to Bridge the Gap Between Design and Delivery

Faced with tight deadlines and budgetary constraints, delivery teams often overlook the crucial role of design in improving product and service outcomes. In this session, Carl shares how RACQ is significantly improving delivery outcomes through stress-testing and identifying the gaps between production and end-user experience. Moreover, Carl discusses how to gain internal stakeholder engagement to translate design into delivery outcomes and break down the mental barriers that casts design as being just a cost outlet.

Key Themes:
  • Overcome challenges of intervention by problem framing from the perspective of delivery and product teams
  • How early design intervention and usability testing enabled RACQ to uplift productivity and customer handling time by 20%
  • Facilitate collaborative knowledge sharing between frontline and development teams to validate project requirements and iterate on insights

Check out the incredible speaker line-up to see who will be joining Carl.

Download The Latest Agenda