Design Thinking: Creating Better Customer Experiences

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.

Program Information

Program Dates

August 31–September 1, 2020
Instructor Dave Power, Jon Campbell
October 28–29, 2020
Instructor Dave Power, Jon Campbell

Class Times

2020 Class Times: 8:30am-4:30pm EDT

Program Fee

2020 Program Fee: $2,895


One Brattle Square
Harvard University
Cambridge, Mass.


Dave Power is the president and CEO of Perkins School for the Blind and the recipient of the 2014 Joanne Fussa Distinguished Teaching Award. For more than 25 years, Power has guided growth companies as an operating executive, board member, and advisor. At Mercer Management Consulting, he cofounded the technology industry practice and advised Apple Computer, Lotus Development, and other technology leaders. Power is the author of The Curve Ahead: Discovering the Path to Unlimited Growth. He holds an MBA from Stanford Business School and an MS in environmental engineering from Tufts University.
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Jon Campbell leads experience and service design for Continuum, a global innovation design consultancy. He focuses on growing Continuum's impact through thought leadership, the development of new offerings and capabilities, and international expansion. He founded and continues to lead Continuum’s Innovation Capability business to help organizations develop their internal capability for creating, launching, and scaling new offers and holistic customer experiences.

Read More about Jon Campbell