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The Professional Association of Diving Instructors (PADI) is the world’s leading scuba training organization. In 50 years, PADI has trained 136,000 scuba instructors who have in turn trained more than 24 million divers worldwide. 

PADI’s graduates wanted to stay in touch after their training, but a lack of strong mobile-centric and other digital connectivity was making that difficult. Cooper visited the PADI campus to help create and maintain platforms that would foster lifelong relationships between PADI and the recreational divers they worked with.

Teaching Service Design Thinking

The Cooper team headed to the PADI Headquarters with the goal of changing the way PADI thinks about their customer engagement cycle and what it means to be customer-centric. During the two-day workshop, Cooper teachers led a group of 16 practitioners from backgrounds like marketing, management, software development, and data science through hands-on exercises in Journey Mapping and Service Blueprinting. Learning to use these tools helped attendees understand their customer’s experience through the PADI training program and beyond.

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


Attendees left the training with new tools and methods to identify new business opportunities and better meet their customer’s needs. Participants were so energized by the workshop that they mounted a campaign to change how the whole company works together. 

All of the workshop’s participants rated it 4 out of 5 or higher for its effectiveness of teachers, topics covered in the course, and overall experiences. Each one also said they would recommend the class to their peers. 

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


recommend this course

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