delight 2015 | getting design for delight into your organizational dna

@pellican #IntuitDesign #DelightConf

Designing for Delight

Intuit is…

Customer Focused Design Driven Technology Company

Our Mission

We exist to improve customer’s financial lives so profoundly, they can’t imagine going back to the old way.

Deliver the customer benefit Active product usage

Proactive word of mouth

Customer-driven Innovation Design for Delight

LOVE METRICS

find an important problem

that we and those we enablecan solve well

with durable advantage

Two Core Capabilities

Designing for Correct

Flawless planning Avoid failure Rigorous analysis Presentations Customer research Periodic Thinking

Designing for Delight

Enlightened TRIAL & ERROR Fail FAST Rigorous TESTING Lightweight EXPERIMENTS DEEP CUSTOMER IMMERSION CONTINUOUS DOING

Evoking positive emotion by going beyond customer expectations in ease and benefit throughout their customer journey ...so people buy more and tell others about their experience

Deep Customer Empathy

Know your customer better than they know themselves.

Go Broad to Go Narrow

To get to one good idea, you must create lots of ideas.

And when you choose…

Choose what’s most delightful, not what’s easiest… or cheapest… or…

Rapid Experimentation with Customers

Watch what they do more than listen to what they say.

That goes for your culture too.

•  Ceo$offsite$

Thank you! @pellican #IntuitDesign