Tuesday 2 June | Discovery day
How well do you know your users?
Exploring assumptions through play
Most of us genuinely try to understand our users—but real life is messy, and it’s surprisingly easy to forget how much we don’t know.
In this hands-on workshop, we’ll use two playful, practical activities to help teams reconnect with the realities their users face.
We start with a short, reflective “privilege walk” framed around customer capability, access, and confidence. It’s not about judgement—more a gentle reminder of the assumptions we naturally make when working quickly.
Then we shift into a fast-paced boardgame-building exercise (a method originally developed in financial services) to explore complex journeys and cognitive load through play.
This session is ideal for researchers, designers, product managers, and anyone working in complex products or services. You’ll leave with simple activities you can run in your own teams, a clearer sense of where blind spots hide, and a more grounded way of thinking about who your users really are.
