Innovating for Employee and Customer Experience

Tuesday, 26 September 2017


A full day simulation that introduced IDEO’s innovation framework and explored how it can be harnessed to cultivate creative solutions for HR professionals.

Participants learned the skills required to create employee experiences that will attract and retain the best talent, as well as drive employee engagement.

Our morning session comprised an immersive, team-based simulation designed to grasp and practice the fundamentals of human-centred design, followed by the IDEO simulation. The skills learned and applied include:

  • User (employee or customer) observation;
  • Formation and evaluation of non-obvious insights;
  • Identification and reframing of opportunities;
  • Brainstorming techniques and provocations; and
  • Prototype build and experimentation.

The IDEO approach can be applied to strategy, product, service or experience design.

In this programme, the morning culminated in a working lunch plenary session where we looked at various examples of where the approach has been applied, and the second half of the day was focused on application of the approach to Human Resources. The major components were:

  • Creating powerful HR design challenges
  • Identification and harnessing of extreme users in a human-centred design project
  • Identification and incorporation of analogous situations (using the hotel industry as an example)
  • Planning to deploy design thinking in your organisation

All in all, this was a great opportunity to meet and work with HR professionals from other businesses and industries in a very engaging environment and learn some important human-centred design skills.


IDEO is widely recognised as the world leader in innovation and a pioneer of human-centred design.

Crazy Might Work is one of the few innovation management consulting organisations in Australia with facilitators accredited to deliver this programme and will introduce and practically demonstrate the fundamentals of IDEO’s approach to innovation.

Feedback From Previous Events

Provided a framework and process to get to solutions clearly and quickly.

Todd CharterisNational Manager Country Banking -Rabobank

Quick, engaging and easily-applied practice to enable improved strategic thinking.

Rosemary BishopCEO – 3Bridges

A half-day well spent with learning I can implement tomorrow.

Nicola TanManager, Strategy – American Express

Be ready for a fast ride – you really will build and pitch an idea in half a day.

Anna BrownHead of Enterprise Risk Management Services – TAL

Mind expanding.

Andrew McVeighCFO – Brookfield

A good interactive exercise that demonstrated the principles involved in the IDEO approach to strategy.

Paul HowlettChairman – Evolve Housing

This is a great opportunity to expose your team to a new way of thinking and give them an overarching common approach to strategy/problem solving.

Kay LipsonDirector of Strategy – Online Education Services