Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.

“I think I'm a design thinking evangelist. Completely I'm sold to design thinking. And I think for me, the core of design thinking is that you can explore the problem. It allows you to establish deep empathy and understanding of the problem space so that you can discover purposeful solution. So that's always around driving efficiency and emotional connection, but design thinking on its own, isn't going to give you the full picture. You need to incorporate systems thinking. We need to look at the entire system. You need to be able to get a holistic view of the organisational problem. So if you're just thinking of the customer and what challenges that we're gonna and how are we going to resolve the challenge? You might find that they, you don't have the system to deliver that or implement that”