Director of the Design Centre at IAG Harriet Wakelam on embedding Design Thinking and creating plausible futures to sustain your business

Harriet is a leader in Design Thinking implementation at scale, and has previously held senior Design and CX roles at Sensis, NAB, Aus Post and Medibank, as well as having been a board member for the Service Design Network. In this episode, Harriet talks how to implement design from scratch, along with how to integrate customer journey mapping and decision-making tools as well as future-proofing your business through design.