General overview

We will guide you through 3 key steps;

  1. Intent (Dream) - purpose alignment & commitment 
  2. Development (Design) –ideate, prototype & validate 
  3. Execute (Do) – build, measure & evolve 

Throughout our journey, we will look at the problem-fit (desirable), market-fit (viable), and execution-fit (feasible). You will learn about the power of collaboration, insights & data, creativity, visualization, build to learn, feedback, and continuous progression. 

We know that every experience you work on must deliver. Our program is focused on helping you solve complex CX problems and supports you to design and build innovative solutions for future growth. You will learn proven yet unconventional skills and tools to magnify consumer empathy and bring early concepts to life quickly. You will feel the intense pace at which CX innovation & transformation can happen. We will coach you as you work in a small team with other professionals on a case to apply our methods. You will leave with a collection of tools and techniques and new ways of thinking about your work and the challenge to bring new and improved experiences to market.

What will you get out of this Masterclass?

  • Hands-on knowledge and practice of how to tackle specific CX design challenges and set up a customer experience development/innovation program 
  • How to engage a cross-functional team on a CX innovation and transformation journey 
  • A look at key tools & techniques that can help you achieve results in a remote/hybrid environment 
  • Certificate of completion

Who is this Masterclass most suited for?

  • Customer Experience Heads & team members
  • Innovation Heads & team members
  • Product/service managers


Joep Paemen
Joep Paemen Flowdesignworks.com
Founder & Partner, flow design works

Video Invitation

Event replays and speaker presentations are reserved for Efma members and event attendees.

You are already a member or attended the event? Please log in to get access.

Practical information


6 July - 9 July 2021


3-hour sessions during 4 days 
  • starts at 10:00 CET / 12:00 Dubai time / 16:00 Singapore time 


Online platform 
  • the link will be shared with participants one week prior to the Masterclass 


For Efma member institutions - €1,200 
For non-member institutions - €1,800 
Any questions?
Rastislav Križan
Rastislav Križan Efma
Events & Efma Business Academy Coordinator


I believe the Design Thinking Bootcamp from Efma is an enriching experience.  Hosted by Joep Paemen through Microsoft Teams and MIRO app, we could come together from all over the world and therefore we shared our knowledge. We discussed how to overcome effectively barriers inside our organization & it allowed us to understand how to get the most out of any project.

Thank you.
Armando Borges Manager Caixa Geral de Depósitos