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Modernize the Customer Experience for the 21st Century, Design Thinking with Wilson Claure

  • Tuesday, June 19, 2018
  • 6:00 PM - 8:00 PM
  • World Learning, 1015 15th Street NW, 7th Floor


  • ISPI Potomac Member but student or retired
  • ISPI Potomac Members
  • Not an ISPI Potomac Member but student or retired
  • Not a member of ISPI Potomac

Registration is closed

The world is changing and innovation is at the heart of these changes. Modernizing the customer experience is at the heart of better Government. According to innovation.gov https://innovation.gov/playbook/

“Innovation is a product, program, service, or process that is new, creates value and changes the status quo of government services. To be impactful, innovations must also be scalable, not merely one-off novelties. Federal government innovation means delivering a better government for and WITH the People.”

About our session:

What does it mean to modernize the Customer Experience for the 21st Century? Building off our discussion on Coaching the 21st Century Workforce, this month we will explore how to apply human-centered design to modernize the customer experience as we shape a citizen centric world.

Session Outline

During the session you will experience first-hand how Stanford University cultivates innovation in modern organizations through Design Thinking.

Act One

Jump into our design challenge for the evening...

  • Explore human-centered design as mind-set to Modernize the Customer Experience.
  • Discover the impact of creative self-efficacy to unleash your innovative potential
  • Learn and apply design thinking tools
  • Identify coaching moments across the design cycle to support ongoing innovation

Act Two

  • Engage your design thinking skills for tonight’s design challenge

Act Three

  • Explore how your solutions might apply in the real world


  • Share your stories and continue the design journey

About Wilson

WILSON M. CLAURE, design thinking consultant

Wilson facilitates design thinking workshops internationally and is a sought-after innovator in digital transformation. Wilson’s research at Stanford University’s DesignX Lab on high performing teams and innovation enabled him to develop design thinking workshops that successfully help professionals unleash their innovative superpowers. As part of Design X Labs, Wilson applied rigorous academic methods to understand the scientific basis for why and how the innovation paradigm of Design Thinking succeeds and fails. In his previous role at Digital FastForward, Wilson supported clients in their pursuit of digital innovation, and facilitated design thinking workshops internationally.  

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