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Journey Management: an emerging practice that’s changing the way we lead
Thu, Sep 17, 8:00 AMIt’s safe to say that by now, Journey Mapping is familiar territory for many organisations. Yet what actually happens to Journey Maps and Service Blueprints once the project or workshop ends? The hours of synthesis, the pain points, and the hard-won customer insights are often archived in hidden folders or left on walls as wallpaper, rarely referred to in daily decisions. They become static relics as the organisation moves on. Journey Management is an emerging global management practice that turns static maps into a dynamic information system that acts as the backbone of operational and strategic decision-making. But how does an organisation make the shift from static maps to an active management practice? Join MDT for this exciting panel of speakers who talk about how they are developing and scaling their Journey Management practice. **What you'll hear:** ✨ **The Global State of Journey Management 2026:** Which organisations are investing in Journey Management around the world, the reasons why and a case for Strategic Service Design as a leadership capability ✨ **Creating a living management information system:** The challenges associated with building a living information system, going from static to dynamic maps ✨ **Scaling practices across the organisation:** What leaders are required to do to scale this practice across different teams effectively ✨ **Case studies from practitioners:** Key lessons from practitioners as they formalise and scale their practice. **📌 The details:** * Date: Thursday 17th September * Host: Melbourne Design Thinking Meetup x Natural Velocity Innovation Centre * Refreshments included: Pizza and fizz! Our Speakers: **Anna Yip** *Design Leader \| Co\-Author of This is Journey Management \(the book\) and Lead Researcher of The Global State of Journey Management Study 2026* Anna is the co-author of *This is Journey Management (the book)* and lead researcher of *The Global State of Journey Management Study 2026*. Over the last 10 months, she has led a global study on how Journey Management practices have been rapidly evolving and are changing the way managers lead in complex and dynamic environments. This study is the largest global study on Journey Management to date and is the cornerstone of the upcoming book, *This is Journey Management.* Anna Lectures Strategic Customer Experience (CX) at RMIT, consults with organisations and coaches practitioners on advancing their management capabilities. In her spare time, she’s the organiser of Journey Management Monthly Australia and co-organiser of Melbourne Design Thinkers. **David Mulholland** *Associate Director of Service Experience & Design \| University of Melbourne* David Mulholland has spent over 14 years turning complex, tangled service ecosystems into intuitive, human-centred experiences. Spanning UX, CX, and Service Design, his career is built on bridging the gap between lofty strategic visions and the reality of how things actually work on the ground. As the Associate Director of Service Experience & Design within the Enterprise Services Group (ESG) at the University of Melbourne. He heads a multidisciplinary team of User Research & Insights, Service, Digital, and AI Experience Designers. Together, they don't just design screens; they architect end-to-end service blueprints that connect the student experience, improve and automate mundane staff processes, and weave apps, AI experiences, and cross-channel strategies into one cohesive university journey. By translating deep insights into scalable journey systems, David consistently drives tangible results, boosting student engagement, improving staff experience, and unlocking new operational efficiencies. When he isn't mapping complex user journeys or mentoring his team, he brings that same methodical creativity to his downtime, exploring agentic AI tools and vibe coding to bring his own digital side-projects to life. **Keirice Farley** *Customer Experience Design Chapter Lead / 7/11* Keirice Farley is a creative problem solver, design and customer experience leader working at the intersection of strategy, systems thinking, and human-centred design. She leads enterprise experience design across complex, omni-channel environments, helping organisations reduce friction, improve decision quality, and deliver sustainable value at scale. Keirice is known for translating abstract design and CX concepts into practical leadership frameworks that resonate with executives, operators, and product teams alike. Her work focuses on uncovering ‘experience debt’, the hidden cost of compromised decisions. Then helping organisations pay it down through better judgment, governance, and accountability. In her spare time, Keirice takes Korean Language classes, watches Real Housewives (for research purposes 😉), enjoys coffee shop hopping and reads books that improve her craft.

Coffee + Convo = Connection
Sun, Sep 20, 12:00 AMLet’s catch up over coffee and food and play with the Art of Conversation cards! For those new to the Art of Conversation cards, they serve as an invitation to more in depth and meaningful conversation. Often going deeper than small talk, but how deep you want to go is up to you. An example of some questions you’ll find on the cards includes: ⭐️ Who is a person from your past that taught you something you still use today? ⭐️ What is a belief you held five years ago that you disagree with now? ⭐️ You can go to the past or the future, which one would you choose and why? I like to keep the group small (about six people) to allow for genuine connection to emerge. See you there!

Our teams have the best AI tools but nothing changed
Tue, Sep 22, 8:00 AM[Josh Centner](https://www.linkedin.com/in/joshcentner/), Principal PM, Seek: will be taking us through this topic building on some discussions from ProductCamp. **Our teams have the best AI tools but nothing changed** Most organisations now have AI tooling across their product and engineering teams. Most of them are moving just a little faster then they were two years ago. The tools aren’t the problem. The operating model underneath them is. Build is no longer the bottleneck. The new constraint is coordination: how teams align on what to build, how functions like legal, security, and design stay genuinely involved without becoming the gate everything stalls behind, and how leaders shift from approving decisions to setting the conditions that let good decisions happen without them. This session draws on a live transformation across a large technology organisation, redesigning not just how teams build, but the entire system from idea to customer impact. We’ll cover the three things that actually have to change for AI tooling to translate into speed: – how work gets defined before it’s built – how specialist functions engage without creating queues – and how the PM role changes when coordination overhead drops and intent has to survive further and faster than ever before. This isn’t a talk about tools. It’s about what your organisation needs to look like for the tools to matter. Our fabulous sponsors: **Netwealth** Netwealth is one of Australia's leading wealth management platforms, providing technology and investment solutions for financial advisers and their clients. Since 1999, we’ve focused on innovation and challenging the status quo, building digital products that help Australians see wealth differently and achieve better financial outcomes. At the heart of Netwealth is a culture of curious, collaborative, courageous, optimistic, agile and genuine people who are passionate about solving meaningful problems and creating better experiences for customers. For more [about careers](https://www.netwealth.com.au/web/about-netwealth/careers/) at Netwealth.

Engineering Machine Consciousness Monthly Meetup
Thu, Sep 24, 8:30 AMThe discussion topic for this meetup will be identity and whether or not history is a necessary condition for consciousness as Dretske proposed. James

Networking Breakfast
Mon, Sep 14, 9:30 PMBreakfast is back! Join us at Intimo Cafe for a tea or coffee, breakfast and a chat before you start the working day! This event will be relaxed and informal, with the chance to meet and connect with other Product Women Melbourne members. There's no presentations, it's just about making connections and starting the day feeling energised and refreshed. Free to attend, you can buy hot or cold drinks and breakfast items from the cafe. \* Please note this is not a private space, so you'll see us at the venue. We do have a reservation under Amanda.

A Feast for Peace
Sat, Sep 19, 8:00 AMCome for a delicious hawker style vietnamese inspired meal and settle in for a meaningful conversation on the topic of "Peace” celebrating International Day of Peace. We start our exploration using short selections from the Bahá’í teachings and other inspirational sources. The aim is to uplift, inspire and motivate; the conversation will benefit from all participants’ viewpoints. Everyone is invited to positively contribute to elevated conversations, inquiry, consultation and learning. As we learn from one another we hope to build new connections, bridges of unity and respect for all humanity.
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