delight 2015 | getting design for delight into your organizational dna
TRANSCRIPT
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@pellican #IntuitDesign #DelightConf
Designing for Delight
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Intuit is…
Customer Focused Design Driven Technology Company
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Our Mission
We exist to improve customer’s financial lives so profoundly, they can’t imagine going back to the old way.
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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
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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
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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
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Deep Customer Empathy
Know your customer better than they know themselves.
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Go Broad to Go Narrow
To get to one good idea, you must create lots of ideas.
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And when you choose…
Choose what’s most delightful, not what’s easiest… or cheapest… or…
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Rapid Experimentation with Customers
Watch what they do more than listen to what they say.
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That goes for your culture too.
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• Ceo$offsite$
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Thank you! @pellican #IntuitDesign