I co-created a workshop to disrupt how my colleagues talk with customers, and it’s working. Since its inception, this 4.5 hour workshop has trained over 150 colleagues about active listening, asking good questions, mitigating bias, and analyzing data.


6 weeks
2 designers, 1 researcher



I noticed that our teammates were hesitant to talk with customers -which meant that researchers were asked to garner insights from customers for all types of requests, even those that did not need a full research study. I wondered if we could empower our colleagues to get more out of their existing conversations with customers.

It was such a great opportunity to bring together people from all over the business to discuss how to better engage with our customers and have more meaningful discussions.

Workshop Attendee


©2018 by Hilary Dwyer