American Airlines is the largest airline in the world, offering nearly 6,700 flights each day with its regional partner — to 350 destinations in 50 different countries. The company has a complex history of mergers and acquisitions that have significantly influenced its culture, priorities, and methodologies for getting work done. One of those methodological changes at American took the shape of an initiative to become a more design-thinking-centric organization, which obviously isn't something that happens overnight. Drawn hosted members of American’s digital team to workshop the implementation of design thinking methodologies and generate greater brand alignment — and customer satisfaction.