Murdered by Design: A CX Immersion

Welcome to Kilts & Kente HQ, where celebration has turned to chaos. The launch of the Mindbridge Goggles, complete with fireworks, flair, and a multi-million pound campaign, has officially FLOPPED. Reviews are brutal. Customers are furious. Something has gone terribly wrong.

In this lively, fast-paced masterclass, players become investigators in a high-stakes design mystery. Each team steps into the shoes of a key business persona, from overworked analysts and frustrated trainers to unimpressed execs and sore-eared customers, all on a mission to solve the case.

Using the tools of design thinking, empathy mapping, and customer journey design, players uncover what went wrong and collaborate to put it right. It’s hands-on, character-driven, and packed with twists, clues, and “aha” moments.

The tone is playful, the structure is sharp, and the learning is real. Whether you’re new to CX or looking to breathe new life into tired workshops, this is a seriously fun way to get serious about customer experience.

What Players Will Walk Away With

• A clear understanding of design thinking fundamentals
• Practical tools for mapping empathy and diagnosing broken journeys
• Creative energy from collaboratively redesigning customer experiences
• A big-picture view of how product, people, and process intersect
• A collaborative team experience that blends creative play with powerful problem-solving

About Imtiaz Kaderbhoy

Imtiaz has spent the last few years bringing the heart, art and science to training, coaching and mentoring Business Analysts. His energy and passion for analysis has enabled a successful career in analysis. More recently Imtiaz spoken at several international Business Analyst conferences and is currently presenting the latest round of the IIBA BABOK webinar series in the UK.Imtiaz has worked on a variety of small and large projects. Primarily focused on problem solving and root cause analysis, whilst placing the human touch in all interactions above all else. Treating people, the way they want to be treated has been the cornerstone of Imtiaz delivering meaningful benefits to projects and businesses.Imtiaz now combines his time on project work, training Business Analysts, public speaking and mentoring BA's, supporting them on their career path.As a former Operations Director of the UK chapter, Imtiaz continues to volunteer, supporting the growth of the profession.

As this training is Part-Funded by the UK Shared Prosperity Fund there will be some paperwork for attendees to complete (this only needs completing once and not required for every masterclass).

This project is part-funded by the UK Government through the UK Shared Prosperity Fund. Cornwall Council has been chosen by Government as a Lead Authority for the fund and is responsible for monitoring the progress of projects funded through the UK Shared Prosperity Fund in Cornwall and the Isles of Scilly.