You’ll learn how well your team really knows its audience. Tarin will guide participants through practical tools like personas and empathy maps to challenge assumptions, spark clearer thinking, and strengthen collaboration. Drawing on real-life case studies from NGO leaders in Nepal, Rwanda, and the Caribbean, this session will show how these tools unlock creativity, alignment, and truly user-centred outcomes. Whether you’re in engineering, product, operations, or leadership, this workshop will give you actionable strategies to think deeply and creatively about how to understand - and serve - your customers.