Customer experience is becoming increasingly important for the success of the organization while understanding and creating customer experience is becoming a key element of business. Creating exceptional customer experience ensures competitive advantage, a satisfied and loyal customer and leads to an increase in economic value. At the center of customer experience is the customer and the interactions that drive their behavior and actions toward the organization. In order to create an extraordinary user experience, it is necessary to define all phases of the customer journey and anticipate emotional reactions of the customer. As a human-centered method based on empathy, Design thinking enables organizations to create customer experience that satisfies the needs and desires of the customer. To ensure that the solutions are human-centered, the Design thinking method assembles multidisciplinary and heterogenous teams and uses various tools which are based on visualization. This enables deeper understanding of the customer needs, identifying key problems that the customer is faced with, fostering creativity and enabling the creation of a large number of ideas. In addition to increasing customer satisfaction, the benefit for the organizations is avoiding high costs, since testing and prototyping of potential solutions are conducted in the early phases of the Design thinking process. The customer is involved in the prototype creation process with the aim of obtaining feedback to improve the proposed solutions and allows quickly reaching an optimal solution which will satisfy three fundamental constraints: desirability, feasibility and viability. The use of the Design thinking method to create customer experience results in creating a customer experience which is human-centered and is in line with the mission, vision and strategy of the organization.