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Facilitating Design Thinking: Understanding Customer Behavior



14 E 4th St
14 E 4th St
New York, NY 10012
United States


Thursday, May 16, 2019 - 9:00am to Friday, May 17, 2019 - 5:00pm


Its no secret; better understanding your customerstheir thoughts, motivations, actionshelps you to design better products, services and experiences. Todays most successful and innovative organizations are looking beyond what people are doing and discovering why their users are making the decisions they make. To do this, one needs a set of tools and tactics to both collect data and pull out insights.

Over this two-day, immersive workshop, dive into design thinking tools for building empathy and unearthing unique customer insights. This learning experience will not only show you how to navigate the often challenging process of understanding human behaviors, but also how to lead this practice with your team back at work.


If youve ever been to a TDG workshop before, you know that itll be practice-based, fun and youll leave with tools that you can start using the next day.

One of the best ways to do that is by working on a real challenge. For this session of Facilitating Design Thinking, well be teaming up with Burton to conduct research and develop insights that will contribute to how they develop, market and sell their products.

Youll not only get a chance to chat with the awesome folks at Burton, but also immerse yourself deep into the challenge by speaking with their customers and visiting their locations.


-A wide range of empathy-building activities that include a field visit, observational tools and creative techniques for finding meaningful stories

-Tools and frameworks for developing insights from the data you collect, such as personas, affinity maps and point-of-view statements

-Experience facilitating your workshop team through the activities and receiving feedback from peers in a safe practice space

-An action plan on how youll use what youve learned in your work and how youll roll it out to your team

-A toolkit with worksheets, sample agendas and how-to guides to help you integrate what youve learned into your own projects

-One-on-one coaching with our training consultants who are helping bring this work to life in organizations like Facebook, Cisco, Acumen, Porsche, and the NYC Department of Education.


Interested in deeply learning how to lead your team in research and developing insights about your customers for your organization? This workshop is for you.

You dont have to have design, research or innovation in your title to take this workshop. Facilitating Design Thinking is the perfect workshop for creative rebels looking to change the way their team tackles projects.

No matter what industry you work in or what your day-to-day tasks are, the tools, mindsets and skills youll learn will help you be more creative and collaborative. We do, however, recommend a basic understanding of design thinking.


Timothy Moore

Responsible for The Design Gyms Public Education, Timothy oversees public-facing programming, including workshops, crash courses, bootcamps, and other learning opportunities. He carries with him extensive experience teaching and facilitating team-based creative problem solving from having worked at the at Stanford University, The Hive at the Claremont Colleges and JMU X-Labs at James Madison University.

Erin Joan Lamberty

Erin has over 10 years of experience building and leading teams in brand strategy, design facilitation, and digital production. In her role at The Design Gym, she designs practice-based programs that empower teams to become creative problem solvers both in their professional and personal lives. This work has shown up in organizations such as Cisco, Instagram, FSG and New York Life (as well as her home-based yoga practice!).