👔 Workshop Cheatsheet


Baseline stakeholder questions
1. In the past few years, what most surprised you about {{ref}}?
2. What has most surprised you about people’s use of {{ref}}?
3. If you were able to ask a fortune teller about {{ref}} in {{year}}, what would you most want to know?
4. From the perspective of {{ref}}:
1. What would a good future be like?
2. What would a bad future be like?
5. What have you noticed about {{ref}} that’s hard to explain?
6. What one thing do you love about {{ref}}?
7. What one thing to you hate about {{ref}}?

How to be a better listener
1. Don’t multitask
2. Don’t pontificate
3. Use open ended questions
4. Go with the flow
5. If you don’t know, say that you don’t know
6. Don’t equate your experience with theirs
7. Don’t repeat yourself
8. Don’t go into the details (names, number, dates…)
9. Listen
10. Be brief

Questions to ask clients

* Who are the main project stakeholders?
* Who will be on the project team?
* Who are the stakeholders that we would need to talk to from the different services?
* We want to book in deliveries of work for Fridays and feedback from you by the next Monday afternoon – is this possible?
* Will there be a detailed list of requirements, or user-stories, already defined for each of the services before we start the project?
* Has a competitor/market review been carried out or planned, or does this need to be part of the proposal?
* Has a technology review been carried out or planned, or does this need to be part of the proposal?
* Is the development team in place?
* When will development happen?
* What are your expectations for the ‘front-end’ role?
* What are your expectations for the ‘support’ function?
* What type of prototyping do you require?
* Are there any fixed deadlines?
* Do you have API or content databases for images/video/content that we can use in our designs and prototypes?
* Do you have a TOV for style guide for language?

Question dump

* Describe a time when you were faced with a stressful situation and how you overcame the situation
* Provide an example of when you showed initiative and took the lead
* Tell me about a situation where you have had to speak with an unhappy customer
* Give me an example of a time when you motivated others and how this led to a positive outcome
* Give an example of a goal you set and how you reached it
* Describe an instance when you had to think on your feet to make a split second decision
* Describe a situation where you knew your boss was wrong – how did you handle it?
* Describe a major change or adjustment to your job and your reactions to the change
* Tell me about a time when you encountered conflict in the workplace and how you handled the conflict
* Provide an example of when you had to go above and beyond your normal duties in order to get the job done
* Describe a time when you put the needs of your workmates before your own when completing a task
* Provide an example of a problem you had with a co-worker or boss and how you resolved it
* Provide an example of a time when you felt you were able to motivate
* Describe a time when you did not put in 100% into your job or performance and what you did about it
* Tell me about a time when you had to solve a problem with very little guidance or direction
* Tell me about a time when you went overtime on a deadline
* What is the biggest contribution you made in your current role?
* What are you most proud of in your working career?
* Discuss a setback you have overcome in the last 12 months
Future mapping exercise

Using h1, h2, h3 take the assigned company and generate sales and service ideas that improve the customer experience.

How do you create loyalty (return visits)?
How do you increase transaction spend?
How do you solve customer frustrations that competitors don’t?
How do you simplify complexity?


Levis installed a body shape scanner camera in retail locations that allow women and men to get their exact jean size across a range of cuts.

The customer is given their exact results via SMS and an assistant picks out a range of jeans styles for the customer to try on.

Later on.. the customer can login to the website and products are auto filtered by fit – ready to order to their home or work.

Customers can opt-in to be sent new products before launch date in the shops with a no questions asked returns policy where couriers will pick up returns at their home and they are tracked on the Levis iPhone app.

Every pair of jeans has a unique QR code that can be scanned to find out more about the user and manage repairs or tailoring.


Grab some pens and post-its
Grab your team mates
Brainstorm your ideas for 10 mins – organise them into the four “how do you” questions
Pick your best idea for each of the four question
Assign a presenter in your group
Everyone joins back in the room
Presenter from group pitches the four ideas to the room
Investor picks the winning team

Goal: we think outside of our company operations and generate delightful experiences for users

Whole foods