This is a 20 minute talk from UX Australia 2017. Insurance Australia Group is Australia's largest general insurer. Luke Watson and David Blumenstein are both cartoonists, hired as part of the formation of IAG's Labs division. Our roles encompassed strategic visualisation, assistance of all parts of the business with design assets and workshops, sketching and prototyping, CX research and service design. As relative newcomers to the corporate environment, we concentrated on projects which use visuals to reframe old conversations and start entirely new ones. We developed our roles to employ our natural cartoonist instincts for honesty and plain-speaking (my wife described me as "a comics journalist in an insurance company"). We'll tell you about how we used humour to short-circuit communication in a corporate setting, true stories to allow for greater understanding and visuals to cut out jargon. Plus: find out what happens when you use the word "engaged" in our presence!

5. User interview

6. Current/future state

7. Ethnography

8. Workshop design

9. User journey

18. Drawing for story