Course Description

Design Thinking for Customer Experience – March 2021


March 16-17, 2021

This LIVE-ONLINE course takes place over two, four-hour sessions and provides a foundational learning experience covering the methodology, tools, and mindset of Design Thinking. The course is structured around learning-by-doing where you will work in small teams to tackle a design challenge.

You will learn how to use a core set of Design Thinking tools that can be applied to designing products and services, as well as customer and employee experiences. Each session combines full-group discussion, small team breakout sessions, and asynchronous individual work. All of the activities and tools covered in the course in the virtual space can be transferred easily to an in-person format.


At the completion of this course, participants will be able to:

  • Explain to others what Design Thinking is and how it differs from other problem solving methodologies;
  • Boost your creative confidence;
  • Use tools to gather data, define challenges, as well as ideate, prototype, and test solutions;
  • Become more innovative, creative, and confident in your problem solving capabilities;
  • Learn to work collaboratively in a virtual environment.


The learning method for this course is hands-on, ‘Learning-by-Doing,’ which fits perfectly with the iterative nature of the design process. You will connect to your instructors and fellow participants through the Zoom video conferencing application and learn to use a set of tools that are foundational to the Design Thinking methodology using the virtual whiteboard application MURAL. 

Online learning offers many advantages, but it can be exhausting to stare at a screen continuously for hours on end. This course has been carefully designed to optimize learning and minimize fatigue. This format has been honed over months of live experimentation and leverages best practices from leading online education institutions including our 13 global DT Academy teams. 


Session 0: ON-BOARDING (TBD, 1 week prior to course)

Meet the facilitation team and fellow participants;
Become acclimated with the tech that will be used throughout the workshop;
Receive a brief introduction into Design Thinking;
Introduction to the design challenge.

Session 1: DEFINE THE PROBLEM, March 16th, 1 – 5 pm US ET

Learn how design research can help you get insight into and think of challenges differently;
Create personas to help you focus on the right problems to solve;
Use journey mapping to identify key opportunities to dramatically improve customer experience.

Session 2: SOLVE THE PROBLEM, March 17th, 1 – 5 pm US ET

Generate ideas through structured brainstorm techniques;
Design prototypes to model your solutions and communicate your ideas quickly and effectively;
Use prototypes to gather feedback and determine how to refine your concepts into winning solutions.


Each participant will receive the following upon successful completion of the course:

  • A copy of course presentation and reference materials
  • All course templates and frameworks in both PDF and MURAL formats
  • A certificate of completion from DT Academy


Marc Bolick leads the US office of DesignThinkers Group, working to help clients find creative solutions to complex problems and to embed design thinking as a strategic advantage in their organizations. With over 20 years of experience in various aspects of product and service design, Marc has worked in a variety of sectors and clients including General Electric, Michelin, SAP, Coca-Cola, Qualcomm, Bank of America, Electrolux, Master Card, the US Agency for International Development, the US Food and Drug Administration, and a variety of early-stage companies.

Ezequiel Williams is a business strategist, service designer, ethnographer, and innovation consultant passionate about helping organizations better understand their customers and create offerings that people want and drive brand loyalty. He works with leaders to solve complex problems using a combination of design thinking, anthropology, and business tools to create value for organizations’ customers as well as their employees.

You will learn one of the most powerful tools in design thinking: Customer Journey Mapping. This video provides a short overview of how it works and how it helps teams make important design decisions.


Our main objective is to provide you with tools that you can apply immediately to your work.

In this online course, you will not only learn the basic principles of Design Thinking, you will also learn how to use the process in a virtual, online environment.

You will also get access to the virtual whiteboard platform Mural and a set of DT Academy templates for each activity.

We strive for nothing short of a transformational experience for participants. You will acquire a deeper knowledge of core design thinking tools and methods, a better understanding of your strengths and weaknesses, and overall professional & personal growth.


About this Event

Length: 2 half-day sessions over 2 consecutive days

Dates & Times:
On-boarding session: 1 hour session, 1 week before course
Course: March 16-17, 2021, 1:00-5:00 pm ET each day

Online Platforms: Zoom and Mural
Language: English
Maximum participants: 12


Early bird ticket: $775
(ends February 21, 2021)

Regular ticket: $850

Registration price includes access to online video conferencing and collaboration applications. Each participant will receive PDF versions of the tools used for the methods covered in the course. 

Discounts available for multiple people from the same organization, non-profits, academic and government organizations.


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