Our trainers share both their theoretical and practical experiences with you. They are professionals, consultants who work in this field daily which provides a concrete, up-to-date and very clear understanding of the challenges you face. Various exercises and best practices from the market provide you with tools that you can apply directly within your department after training.

Day 1


  • Design Thinking: origin and principles
  • Customer Experience: customers at the centre
  • Interview and observation techniques


  • Customer journey maps
  • Mapping your customer’s journey
  • Identifying and prioritizing areas to improve

Day 2


  • Generating Ideas: developing creative solutions
  • Making prototypes
  • Testing hypotheses


  • Designing for different personas
  • Design thinking tools, like Design Sprints and Lean Start-up
  • Applying Design Thinking to your day-to-day wor