Keynoting Speaker 






CPA Congress 2019 

 October 2019 








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The Problem with our Pursuit for Perfection and the Life-Changing Practice of Good Enough’



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Conference Keynotes 

Board and Executive Briefings

Facilitated Workshops and Experiences





Conference Opening Keynote


Give delegates

the techniques

to deal with

'conference overload' 



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Comprehensive 2 day program runs next:




December 3 & 4, 2019



March 2 & 3, 2020

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 It's not 'drawing'...



with Lynne Cazaly
using The Visual Mojo Method
1 day practical workshop for your team
Build this powerful, influential skill to help make sense of change, communicate clearly and engage people in the most challenging situations

Tickets via Eventbrite

AUCKLAND - November 21

MELBOURNE - January 17 

or... contact Lynne to arrange a workshop at your workplace 





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    Entries in customer (5)


    Fix a fundamental first 

    Before you go all wow with new initiatives, first identify processes or systems that drive your customers crazy.

    Do you know what they are? Rather than creating cool new whatevers, fix a fundamental.

    Like how customers give you their money. A leading Australian utility have a nightmare loop going on for me at the moment:

    Bill is due

    Click on email link to make payment

    Directs to download an app

    Done that already

    Attempt login on app

    Don’t have a password

    Create new account

    Account already exists

    Use one time code

    Code arrives - Code expired

    Try password reset

    Link arrives - Link expired

    Try another code

    Code arrives - Incorrect code

    Use ‘make a payment’ on www

    Directs to download an app

    Try ‘my account’ on www

    Provide email or mobile to login

    Account doesn’t exist/isn’t verified...


    This is stuff that’s worth fixing.

    And if you’re ‘ironing out kinks’ with your system, make other options that are:



    ➡️feasible and

    ➡️visible ... now-ish.

    It’s a valuable thing to a customer, to part with their money to you easily and painlessly.

    Action: Find out what pains your customers about your systems. And if you don't know, get in touch with them to find out


    New ways of working

    If delivering value sooner is the goal, let’s check out how to get that started. Hint : it doesn’t start with you. It’s about involving people, users, customers, colleagues.

    It means connecting more with people, not less. It’s being closer to them and understanding more about who they are, what they need, what their problems and challenges are.

    Involve is about empathy, understanding things from their perspective and seeing the truth of the situation or problem. How close could you get then Martin Lindstrom in ‘Small Data’ says, ‘there’s a well-known quote that says if you want to understand how animals live, you don’t go to the zoo, you go to the jungle.’

    Lindstrom gets very close to gather data; he moves in! Why so close? ‘I look for patterns, parallels, correlations ... imbalances and exaggerations,' he says. 'Typically I focus on the contrasts between people’s day-to-day lives and their unacknowledged or unmet desires, evidence that can be found anywhere.’ A-ha!

    Start with empathy and getting closer to your customers. This is a vital part of new ways of working... putting the customer at the centre.

    How do you currently involve your customers? How could you involve them more?


    A real shortcut or perceived? 

    I went into a restaurant last night and the waiter said ‘One’, with a finger in the air like ’table for 1’; without seeing my response he took a menu, directed me to a table. ‘I’m here to collect a takeaway order’, I said.

    He took me to the counter, handed me the takeaway menu, opening it and pointing at all the tasty choices. ‘Thank you. I’ve already ordered via phone so I’m here to pick up.’ ‘Oh, of course’, he said.

    Three assumptions: Dining in, dining alone, need to order.

    We can see a lot of the same kinds of situations at work which can lead us to the perceived shortcut of assumptions. It’s more effective and human to pause assumption and go with what people present you with, what the need is right here, right now.

    This is relevant for leaders in conversations, meetings and workshops.

    Don’t assume people will move or change at the time, speed or direction you want. That’s an old outdated mindset of control. Rather meet them where they are and go from there.

    This is the newer mindset of facilitation. Contemporary, collaborative and effective, the Leader as a Facilitator. Give a like below; what's your experience with assumptions.. or takeaway?


    Do you care about empathy?

    Step in to their shoes ...

    When you next need to engage with a client, customer or stakeholder, spend a few moments before (or after) and complete an Empathy Map, visual template. 

    This sketch video is a quick guide to sketching out customer pains and gains so you can get to the heart of the matter!



    Empathy Map from Lynne Cazaly on Vimeo.



    Your thoughts, their shoes 

    Are you working on something at the moment for a client, customer, colleague or yourself? Designing or creating something - a solution to a problem, a response to a call for help or a new service or product idea swishing about in your head?

    Whenever you step in to any type of 'design' mode - a response, solution, creation or proposal - you need to bring together your thoughts, and a good dose of 'standing in their shoes'. 

    Yes, that old saying of walking a mile in someone else's shoes gives you a sense of what it's like for them. 

    A visual way of doing that is using an Empathy Map. 

    Here's one I prepared earlier for you!

    Either click and save to print this one, or quickly sketch out the lines and labels on a whiteboard, flip chart or a blank page in front of you. 

    You can use post-it notes to write your thoughts on and then post them on the chart... or you can write directly on the page or canvas. Make the canvas big and it will work brilliantly as a conversation and collaboration tool. It's certain to get diverse views up on the wall!

    And you can keep the chart visible and refer to it to remind yourself - and others - of who you're working on this 'thing' for. 

    I worked with a customer solutions team this week and we collaborated on several Empathy Maps. Rather than talking generally about customers, users or clients 'out there', 'them' or 'those people', we developed a couple of customer personas. These imaginary - but quite true to life - customers kept focus on what they were really thinking, feeling, saying and doing. We gave them names and characteristics that were representative of the target audiences for the program of work.

    It was a quick process to identify what problems and pain we were solving, and what successes or gains we would be delivering. We also included some of the comments from research and focus group conversations that some of the team had been having recently. 

    Ooooh it was a 'rich' and interactive session! 

    With this information as a great foundation, you can then add your own thinking, expertise and input.

    It's one of the key elements to design thinking - start with that empathy, understanding and customer or user perspective. You can find more about Empathy Maps from a wander with Google or in the book Gamestorming.

    Now what are you working on at the moment? How can I help you with that? Let's create an Empathy Map together and see how good thinking and some time in other people's shoes can create a range of brilliant solutions for you and your clients or customers.