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Customer Experience Design Bootcamp

August 16, 2022 @ 9:30 am - 3:00 pm


MRBTA & Skills of the Modern Age present this hands-on, interactive bootcamp providing an opportunity for MRBTA Member businesses to develop practical skills, tools and mindsets for effective service and experience design, tailored specifically for our region.

This bootcamp will include useful activities to help participants understand how to adopt and embed customer-centric practices in their organisations. Participants will walk away with a new toolkit for driving customer-centred change in their businesses, and a framework for innovation-focused experimentation.

What you will learn:
  • How to use customer empathy to identify challenges and opportunities in your current-state customer journeys.
  • Practical techniques, such as service blueprints, for creating deliberate service experiences & implementing moments of surprise & delight.
  • How to use a prototyping mindset to embrace a culture of experimentation that allows you to unlock new value from existing products or services.
  • Understanding the 7 pillars of customer-centricity, and how to embed customer-focussed mindsets in teams.

The bootcamp includes a suite of free tools and resources, including an online self-paced design thinking course, provided to participants at its conclusion.

Light lunch and refreshments will be provided.  The location will be advised soon. Spaces are limited, please register below to ensure your attendance.

Who is this for?

This workshop is for MRBTA Members interested in learning design thinking using a hands-on approach and how they can utilise the skills in their role – whether they be a business owner, marketing manager, or responsible for delivering experiences.

Why is this important?

Design thinking enables innovative businesses to develop deep empathy for their customers, allowing them to uncover real insights that result in meaningful solutions to observed problems. Ultimately, this results in better outcomes for both the customer and the business – whether they be a business owner, marketing manager, or responsible for delivering experiences.

Every interaction is an opportunity to exceed the expectations of your customer. Service design is a structured approach to ensuring every touchpoint in your customer’s experience is not only meeting their needs, but building engagement and loyalty too.

This project has received funding from the Australian Government under the Recovery for Regional Tourism program, an initiative of the $1 billion COVID-19 Relief and Recovery Fund.

Image: Russell Ord at Glenarty Road courtesy of

Please note: this workshop is available to Primary and Secondary MRBTA members only. 


August 16, 2022
9:30 am - 3:00 pm
Event Category:


Margarets In Town Apartments
6 Tunbridge Street
Margaret River, WA 6285 Australia
+ Google Map
9757 2033


Skills of the Modern Age