1The Challenge
What was the challenge?
Mercer is a global leader in consulting, talent, health, and investment solutions. They wanted to equip their Sales and Pre-Sales leadership team with practical Design Thinking skills immediately applicable to real business challenges. The objective was not simply to introduce Design Thinking concepts, but to help participants develop a mindset focused on empathy, customer-centricity, innovation, and problem-solving — helping them identify customer pain points, frame problems effectively, generate innovative ideas, and convert insights into actionable solutions.
2Our Solution
What solution did we design?
The Thought Bulb designed and facilitated a full-day immersive learning experience titled Design Thinking Made Easy. The workshop combined experiential activities, collaborative exercises, and real-world business applications to help participants move through the complete Design Thinking process: from empathy and problem framing to ideation, testing, and implementation.
3How We Did It
How was the programme delivered?
The workshop unfolded in four modules. Module 1 — VR Terminal Quest — introduced participants to Design Thinking principles through an immersive virtual reality experience, where navigating complex scenarios through a customer-centric lens built a foundation for the day. Module 2 — Minefield Challenge (Empathy Mapping) — had participants guided blindfolded through obstacles, providing a powerful first-hand experience of empathy and customer perspective. Module 3 — Action Planning & SCAMPER Innovation — had teams identify real workplace challenges and transform them into clear problem statements using Empathy Mapping and the SCAMPER framework. Module 4 — Testing Through Journey Mapping — focused on customer journey mapping, helping teams explore touchpoints and identify how design decisions create meaningful improvements.
4Key Outcomes
What were the results?
The workshop transformed Design Thinking from a theoretical concept into a practical business tool. By combining immersive experiences with workplace applications, participants connected Design Thinking principles directly to customer challenges and business opportunities. The hands-on nature encouraged active participation and deeper learning. Most importantly, participants left with practical frameworks — empathy mapping, SCAMPER, journey mapping — and actionable strategies that could immediately be applied within their sales and pre-sales functions. Innovation starts with understanding people, and this workshop made that real.
