Rohit Mandanna

Customer & Digital Program Director Department of Planning, Industry and Environment

Main Conference Day Two: Thursday, 2 April 2020

Thursday, April 2nd, 2020

12:20 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

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

Download The Latest Agenda