Event title

LIVE Event Series: Design Thinking breakfast

Design thinking for business: it starts with the customer

This event is at capacity and registration is closed. If you'd like to register to hear more about our upcoming design thinking masterclass, click the EOI button on this page.

“Leaders at all levels can successfully use design thinking to lower costs, improve their offerings and grow.” – Tim Brown, IDEO.

Is your business still using traditional customer research methods to determine the products and solutions you build for your customers? Are these solutions getting the expected take-up?

Join UQ Business School Executive Education for its first LIVE Event Series breakfast -  ideas for Leaders, Innovators, Visionaries, and Executives - to learn how a design thinking approach could give your business the insight to solve problems creatively.  

Enjoy breakfast while you hear from Associate Professor Neil Paulsen, Professor in Leadership and Management, UQ Business School, Jo’Anne Langham, former Senior Director Research and Intelligence, Australian Taxation Office, and Clarissa Keil, Senior Consultant and Customer Experience Leader, Peak Usability.

Neil and Jo will introduce the fundamentals of design thinking using case studies, and provide insight into some of the common business problems addressed by design thinking. Clarissa will share her experiences in applying design thinking in real organisations – when it worked, and when it didn’t - and explore common barriers to implementing design thinking.

Attend this event to:
• Learn about design thinking and processes
• explore the human-centred design approach
• learn about design thinking tools and techniques to help you gain insight into your stakeholders and customers
• explore ways to think like a designer and apply design thinking to specific business problems
• learn about key barriers to implementing design thinking and techniques to overcome them
• ask the presenters specific design thinking questions.


Presenter bio: 

Associate Professor Neil Paulsen

Neil is an Associate Professor in Leadership and Management at UQ Business School. He has over 20 years industry experience as a successful senior manager and consultant in public, private, and community sector organisations, and has a long-standing interest and involvement in all aspects of organisational life as a practitioner and researcher.

Neil's research interests focus on leadership, organisational change and identity processes. Current projects explore the role of professional identity in organisational culture change, team identification, and leadership transition in health teams. He also has significant experience in facilitating leadership development programs, as well as organisational and group change. Neil has worked in the community non-profit sector in Australia, India, and Holland, and consulted for clients including Brisbane City Council, CSIRO, Deutsche Ordens Hospitalwerk International (Germany), Laing O'Rourke, Vale (Australia, Oman, and Singapore), Queensland Health, and GRM International.


Jo'Anne Langham

Jo’Anne has 22 years of experience in service design and in leading user-centred design teams. She was Senior Director Research and Intelligence for the Australian Taxation Office (ATO) until recently, and is now completing her PhD fulltime at UQ Business School. Her PhD focuses on evaluating and improving the quality of citizen experiences for public sector organisations.

During her work in industry she established research and design teams and lead large scale public sector design projects such as the development of the Compliance Effectiveness Methodology, and the External Compliance Assurance Program for the ATO.

She has mentored and trained service designers for 15 years, and was awarded the prestigious ATO Commissioner’s Scholarship in 2010. Jo’Anne has also won organisational awards for technical excellence in design and innovation.


Clarissa Kiel

Clarissa is a Senior Consultant at design firm Peak Usability. She is an expert in digital and customer behaviour with 17 years' experience primarily in the blue chip financial services sector in Europe and Australia. Her experience covers the full spectrum of customer and digital, including UX/CX research and design, strategy, marketing, data, and social media.

She is passionate about truly understanding customer needs and delivering great customer experiences, while also keeping a keen focus on meeting business outcomes. She regularly presents at industry conferences around customer insights, customer experience, and design thinking.



Design thinking
Friday 26 May 2017
7:00am to 8:45am
Event location: 
UQ Business School Executive Venue - Level 19, 345 Queen Street, Brisbane.