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

Lyle Crombie

Director of Digital Experience, Enterprise Culture, Change & Transformation Australian Taxation Office

Conference Day One: Tuesday, 29 October 2019

Tuesday, October 29th, 2019

2:10 PM ATO Case Study: How Design Thinking is Being Used within Digital Transformation to Create a Seamless Customer Experience

We are in the modern era of digital transformation and heightened customer expectations for seamless and convenient experiences. In this session, Lyle shares how ATO is ensuring the efficacy of their digital transformation, through gaining a deeper understanding of the customer’s journey and identifying service innovation where it creates highest value.

Key Themes:
  • Roadmapping customer experiences to identify avenues for effective self service and automation
  • Using data-driven customer insights to identify opportunities and challenges to customer experience and convenience
  • Using design to humanise automated interactions to increase customer experience

Conference Day Two: Wednesday, 30 October 2019

Wednesday, October 30th, 2019

3:50 PM PANEL DISCUSSION: The Future of Design - Using Co-Design Principles to Align Business Success to Community Needs

Businesses are increasingly using design to disrupt and monetise. But gone are the days where innovation is simply rewarded without considering the ethical, social and environmental impacts. Join this discussion to see how design is leading innovation in ways that not only drives disruption and monetisation, but can also achieve positive social impact. Leave this session with the inspiration, insights and tools to elevate the outcomes of your Ethical Design strategy by using design thinking to deliver value to your stakeholders and making them feel valued.

Featured Themes:
  • Using participatory design and co-design methodologies to deliver service and product solutions that tackle social and environmental issues
  • Understand the complete customer journey to identify services and products that are truly valuable and beneficial for end users
  • Evidence based approach to create measurable impact and re-model of behaviour
  • Examples of applying service design to encourage more environmentally conscious customer behaviour, such as Qantas’s waste reduction challenge


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

Download The Latest Agenda