How Disney is Creating Magical Moments: Delivering Superior Customer Experiences through Design Thinking

How Disney is Creating Magical Moments: Delivering Superior Customer Experiences through Design Thinking


For decades Disney has persisted in the subconscious of millions, with few other enterprises commanding the same staying power or ability to grow and adapt.

How though has this staying power been achieved? And how does Walt Disney continue to deliver products, services and experiences that have become synonymous with the ‘magic’ of Disney?

One thing is for certain, you don’t become Disney, nor command that level of presence within the social psyche, by thinking inside the box. For years Disney has embraced design thinking and human centred design to deliver customers the experiences, products and services that have cemented the organisation as a CX powerhouse.

These methodologies facilitate creative approaches to problem solving, and over the years have become integral to the business models and success of household names like Disney, Google, Apple and Netflix. Ahead of the Design Thinking Summit 2020 we chat to Kevin Schumacher, Principal UX at Disney. Kevin most recently has been involved in the development, application design and rollout of Disney+, Disney’s new streaming platform which launched in late 2019. He chats to us about maturing design thinking, driving tangible results and delivering exceptional customer experiences.


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