Real Innovation is with Real Customers by Baat Enosh
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Real Innovation is with Real Customers by Baat Enosh @Agile Israel 2019
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Real Innovation is with Real Customers by Baat Enosh
- 1. Real Innovation is with Real Customers Baat Enosh Director of Strategy & Innovation Intuit Israel
- 2. Intuit Confidential and Proprietary 2 The difference between Invention and Innovation?
- 3. Intuit Confidential and Proprietary 3 The difference between B2B and B2C?
- 4. 4
- 5. Intuit Confidential and Proprietary 5 Who we are: Founded 8,900 Employees 50M Customers 1993 IPO $5.1B Revenue 24 Locations 1983
- 6. Intuit Confidential and Proprietary 6 Consumers Small Businesses Self-Employed Who we serve:
- 7. Intuit Confidential and Proprietary 7 Self-disruption & Innovation • Employees: 4,500 • Customers: 5.6M • Employees: 150 • Customers: 1.3M • Revenue: $5.1B • INTU +300%, NASDAQ 150% Era of DOS Era of WINDOWS • Revenue: $33M • INTU + 1,400%, NASDAQ + ~500% • Revenue: $1.04B • INTU - 20%, NASDAQ - 40% • Employees: 8,300 • Customers: 45M Era of MOBILE & CLOUD Era of WEB IntuitShare Price CUSTOMER DESIGN TECHNOLOGY 2010s1980s 1990s 2000s
- 8. Intuit Confidential and Proprietary 8
- 9. Intuit Confidential and Proprietary 9 “Follow-Me-Home” Our #1 way to gain deep customer empathy.
- 10. Intuit Confidential and Proprietary 10 Follow-Me-Home
- 11. Intuit Confidential and Proprietary 11 Follow-Me-Home WHY WE DO IT Customer Empathy Natural Habitat versus Lab environment Fall in love with the problem, not with the solution
- 12. All 9000 + Employees Doing it at scale
- 13. Intuit Confidential and Proprietary 13 Team Problem Solving
- 14. Intuit Confidential and Proprietary 14 Follow-Me-Home BEST PRACTICES Observe, don’t interview “Can you show me how you do it now?” Don’t pitch your idea Open Ended questions Savor surprises
- 15. Intuit Confidential and Proprietary 15 Observe, don’t interview
- 16. Intuit Confidential and Proprietary 16 Intuit Confide ntial & Proprie “Can you show me how you do it now?”
- 17. Intuit Confidential and Proprietary 17 Don’t pitch your idea
- 18. Intuit Confidential and Proprietary 18 Intuit Confide ntial & Proprie Open ended questions
- 19. Intuit Confidential and Proprietary 19 Savor surprises
- 20. Don’t leave without finding “the why” behind behaviors
- 21. Intuit Confidential and Proprietary 21 Follow-Me-Home DEBRIEFING Back at the office..
- 22. Empathy Map
- 23. Intuit Confidential and Proprietary 23 Data = WHAT Customers = WHY
- 24. Thank you