Masterclass - Advanced Customer Insight

Masterclass - Advanced Customer Insight

Insights are the lifeblood of all design, innovation, government and business activity. Yet too many organisations still waste their time inventing solutions for non-existent needs.

The masterclass provides a deep dive into unpacking, synthesising, prioritising, crafting and testing compelling customer/citizen insights, as well as how to design and facilitate the insight phase and workshops, and how to use insights as the creative spark to inspire ideas at the next phase of human-centred design.

In this interactive and experiential workshop Nathan Baird shares his 20+ years of practicing, refining, honing, leading and training insight skills on 100s of brand, design and innovation projects and 1000s of workshops across multiple industries and continents.

We'll provide you a learn by doing experience of:

• What is customer insight and how it drives design and innovation - the difference between data, observations, needs and insights
• How to build empathy for your customers and what is important for them
• How to distil and pick what are the key observations and findings from your customer research to share
• How to use story telling to unpack, share and understand findings in teams
• How to synthesise the important needs, jobs, pains, desires and prioritse for action
• How to craft compelling customer insight statements that unlock opportunty and inspire action (ideas)
• How to test and check you're taking the best customer insights forward
• How to turn customer insights into creative briefs that focus and inspire ideas at the next phase of human-centred design.
• Tips on designing and facilitating the insight phase and workshops
• How to create the right behaviours and environment to be more customer-centric and insightful on an every day basis.

What others have to say about our training:

“Nathan is a spectacular resource to organisations, both in terms of being an outstanding coach, and also in his overall positivity and energy in driving them forward.” Jeremy Utley, Director of Executive Education Stanford d. School

“What makes me particularly happy is the dramatic shift in the attendees’ perceived ability of being insightful on a daily basis – our core mission – which jumps by 50% up to 4.1 (on a 5 points scale).” Global CMI Director, Unilever

“Nathan supported our Foresight work at the ATO in 2020, including on the co-design and facilitation of the inaugural Strategic Foresight Program for the ATO. We simply could not have developed the program without Nathan's insight and extensive experience in the innovation space!” Director of the Foresight Domain, Australian Tax Office

“It’s a rare person that’s not only able to generate innovative ideas based on genuine insight, but also to teach others how they can develop that ability in themselves. Nathan is one of those people and his energy and expertise is bound to help drive any organisation forward.” Dave Wild, Futurist

“10 out of 5. So well presented, so interactive, awesome learning environment created. Took my knowledge of innovation from 1% to wanting to be creative and innovative in every step I take!” National Coach, Australian Institute of Sport

"Nathan challenges your thinking and teaches you amazing techniques to unlock new insights and ideas.” Product Manager, Heineken

“Nathan played the lead role in the development and delivery of CBA’s innovation capability program. His expertise across human centred design and experimentation is first rate but more importantly, is his ability to shape and embed application. Organisations actively using new found skills is the key measure of success!” Executive Manager, Design Thinking and Open Innovation, Commonwealth Bank

"We’ve been embarking on a Systems-Led Design journey and Nathan has worked alongside my team in a consulting, training and mentoring capacity. Nathan's insight and experience into design at a practical and leadership level has helped individuals in my branch at a personal level, but also our branch as a whole in strengthening our practice." Assistant Commisioner - ATO Design, Asutralian Tax Office

What your ticket includes:

• Hands-on training with two expert practitioner trainers
• Insight toolkit - tools, templates, worksheets
• Opportunity to network with peers across private and public sector
• A copy of Nathan's new book, Innovator's Playbook - how to create great products, services and experiences that your customers will love, published by Wiley
• Follow up virtual group coaching session
• Just in time email coaching following the training
• Digital certificate of completion

Nathan Baird

Nathan is an internationally experienced author, speaker and innovation consultant living in Sydney, Australia. He has been practicing, leading and training design-led innovation around the globe for 20+ years, a former Partner of Design Thinking for global management consultancy KPMG, where he established and led KPMG’s Human Centred Design practice. He is the founder of customer-driven innovation and growth firm Methodry.

He has run 100s of innovation projects, 1000s of workshops and spent tens of thousands of hours leading and training innovation across most industries and continents with global giants and market-leading organisations like the Australian Institute of Sport, Bausch & Lomb, Commonwealth Bank of Australia, Diageo, Les Mills, Siemens and Unilever, as well as working with many small-medium enterprises, startups and not-for-profits and government.

Specifically, in government Nathan has worked on design-led innovation programs with the Australian Sports Commission and Institute of Sport, Australian Tax Office, Australian Army, Department of Home Affairs, NSW Department of Education, Royal Australian Navy and Services Australia.

He is super passionate about democratising innovation while balancing the need to maintain rigorous standards of teaching and practice to enable all individuals, teams, organisations and countries to prosper and flourish through design-led innovation. In his 20+ years of experience in business Nathan has worked both client side and consultancy side, as well as running his own company.

Host or Publisher Nathan Baird, Methodry