Overview of the project

The Professional Association of Diving Instructors (PADI) is the world’s leading scuba training organization. In 50 years, PADI has certified more than 137,000 scuba instructors who, in turn, have trained more than 27 million divers worldwide.

Our coaches helped a cross-functional team explore how they might create an online ecosystem that encourages lifelong connection between PADI and its divers and radically alter their approach to the customer engagement cycle.

To help PADI shift its approach and become more customer-centric, Cooper Professional Education coaches delivered its popular two-day Service Design Immersive course.

Our coaches led a group of marketing, management, data science, and software development practitioners through a series of hands-on exercises in methods like journey mapping and service blueprinting. This helped the team understand pitfalls in the current PADI graduate service experience and find opportunities to improve upon it.

“The training is an amazing way to rethink your customer journey and develop strategies to improve your blueprint and future service models.”

PADI workshop

The impact

Thanks to the human-centered tools and methods they learned during their two-day Service Design Immersive course, the PADI team was able to identify new business opportunities to meet their customers’ needs.

“The instructors were awesome. Super helpful – going around the room giving us useful tips and strategies.”

PADI workshop participants
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