Author: Carl Gribble
Carl Gribble
Carl Gribble, Manager, Member Experience Design at RACQ. Carl was the Chair of Design Thinking 2019, Australia's premier conference on design thinking and human-centred design. He will be presenting Customer Contact Week ANZ in February 2020,
The success of many customer experience projects has been limited due to a range of very complex challenges and problems. “Design thinking”, with its capacity to harness the creativity and experiences of numerous stakeholders, promises a panacea for these problems. Over the last few decades design thinking has emerged as a framework for solving complex problems in a range of different contexts. The term originally emerged in the 1950s and 60s but didn’t really become popular until the 1990s and 2000s. At first it was it was applied to areas of architecture, civil engineering and urban design. It was then…