After completing the masterclass, you will know how to:
- better understand your clients, customers, and stakeholders
- leverage data about your clients, customers, and stakeholders
- identify the thinking and behaviours critical for originality and innovation
- better use storytelling and scenario creation in invent novel ideas
- conduct low-fidelity prototyping of your ideas and perform related testing
- facilitate a collaborative design process that is relevant to your organisation.
Jo’Anne has more than 20 years’ experience in service design and leading user-centred design teams. She was most recently the Senior Director of Corporate Research and Intelligence for the Australian Taxation Office (ATO). She now works as an independent consultant at Intuition Research, and is completing her PhD at The University of Queensland. Her PhD focuses on evaluating and improving the quality of citizen experiences for public sector organisations.
During Jo’Anne’s career, 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.
Jo’Anne holds a Master of Philosophy in economic psychology from The University of Queensland, and a Bachelor of Communications (Journalism) from the University of Canberra. She is currently completing her PhD in economic psychology – tax compliance, at The University of Queensland.
Associate Professor Neil Paulsen
Neil is an Associate Professor in Leadership and Management at UQ Business School. Prior to starting his academic career, he worked for more than 20 years’ as a successful senior manager and consultant in public and community sector organisations across Australia, India and the Netherlands. As an academic and researcher, he has a long-standing interest in all aspects of organisational life, and has consulted for clients, including CSIRO, Deutsche Ordens Hospitalwerk International (Germany), Laing O’Rourke, Vale (Australia, Oman, China and Singapore), Glencore, Coffee International, Cardno, Palladium, as well as local and State Government agencies.
His research interests focus on leadership, organisational change, and identity processes. His current projects explore the role of professional identity in organisational culture change, team identification, and leadership transition in health teams. He has significant experience in facilitating leadership development programs, as well as organisational and group change programs.
Neil holds a PhD in organisational behaviour from The University of Queensland, a Bachelor of Arts (Honours, 1st class) in Psychology from the University of Queensland, and a Graduate Diploma of Counselling and Psychology from Queensland University of Technology. He is a member of the Academy of Management.