• Non-Profit Organisation


  • Design Thinking - Capability Uplift


The Chamber sought to sharpen its focus on customer-centric approaches amid an organisational transformation and modernisation programme. Assurity Consulting was tasked with training a team of Innovation Champions within The Chamber so that they may lead current and future innovation programmes. The Chamber intends to scale and embed design thinking into its Ways of Working to support its long-term goals while maintaining relevance to its 2700+ members.



  • Delivered design thinking training enabling The Chamber team to lead their innovation programmes.
  • Provided a sound foundation and map for The Chamber to follow on their journey to delight their members.
  • Helped The Chamber team understand how to turn customer friction moments into opportunities for disruptive growth.

“We could do a million things for our members – but we have to know which delivers the greatest impact and value for the most members. Design thinking helps us do precisely that.”

Petra Oldfield

General Manager

Canterbury Employers' Chamber of Commerce


In a phased delivery, Assurity initiated a Review and Discovery session. It assessed The Chamber’s service offerings and teams, defined success measures, and identified a group of Innovation Champions from within The Chamber’s Business Development and Service Delivery teams. In a Train the Trainer approach, these individuals will scale design thinking across the organisation in due course.

The second phase included several half-day workshops where the Innovation Champions were engaged in customer-centric activities and frameworks. They were also trained in Assurity Consulting’s proprietary design thinking tools. The approaches demonstrated by Assurity are designed to turn moments of customer friction into opportunities for disruptive growth.

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