IBM Design Thinking is a human-centered framework that helps companies develop excellent customer experiences. It involves understanding customer needs, exploring potential solutions, prototyping ideas, and evaluating feedback. The case story describes a brick and mortar company that used IBM Design Thinking to shift from a sales focus to understanding customer needs better. They explored alternative ideas, prototyped promising concepts, and evaluated feedback to refine their approach and improve the customer experience. As a result, the company received advice on streamlining operations and the customer found the experience more relevant.