Design Thinking: Creating Better Customer Experiences

This program last ran in February 2020. Future dates to be announced.

Design thinking has emerged as a powerful new problem-solving approach. It’s used in public, private, and nonprofit sectors for solving tomorrow’s user problems, fueling growth, and delivering a unique customer experience. 

Amazon, United Healthcare, and the Perkins School for the Blind are among the market leaders who have sustained growth through human-centered design. But any organization can embed this new approach to innovation into its cultures and processes.

This hands-on workshop gives professionals practical tools for applying a versatile four-step design thinking process within their organizations. Learn how to identify hidden customer needs and improve the customer experience through interviews, journey mapping, and prototyping.

Program Benefits

  • Learn the fundamentals of design thinking and how it can create great customer and employee experiences
  • Solve complex challenges using proven design-thinking frameworks
  • Combine design-thinking processes with analytical tools 
  • Improve collaboration across functions, working better across departments
  • Understand approaches to building design thinking into your organization and changing the culture
  • Earn a Certificate of Participation from the Harvard University Division of Continuing Education

Topics Covered

  • Why ongoing innovation is critical to sustained growth
  • A four-step design thinking process: learn, design, test, model
  • Methods and techniques for user-centered research
  • Journey mapping to distill findings and priorities needs
  • Prototyping and pivoting using a minimum viable offer to mitigate risk
  • Overcoming organizational barriers to adopting design thinking

Who should enroll

This program is ideal for professionals seeking to drive innovation through design thinking, leverage user-centered approaches to solve problems, and bring design thinking back into their organizations.