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Delight 2015 | Getting Design for Delight Into Your Organizational DNA

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Delight 2015 | Getting Design for Delight Into Your Organizational DNA

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This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015.

Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.

http://delight.us/conference

This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015.

Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers.

http://delight.us/conference

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Delight 2015 | Getting Design for Delight Into Your Organizational DNA

  1. 1. @pellican #IntuitDesign #DelightConf Designing for Delight
  2. 2. Intuit is… Customer Focused Design Driven Technology Company
  3. 3. Our Mission We exist to improve customer’s financial lives so profoundly, they can’t imagine going back to the old way.
  4. 4. Customer-driven Innovation Design for Delight find an important problem that we and those we enable can solve well with durable advantage Two Core Capabilities
  5. 5. 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
  6. 6. 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
  7. 7. Deep Customer Empathy Know your customer better than they know themselves.
  8. 8. Go Broad to Go Narrow To get to one good idea, you must create lots of ideas.
  9. 9. And when you choose… Choose what’s most delightful, not what’s easiest… or cheapest… or…
  10. 10. Rapid Experimentation with Customers Watch what they do more than listen to what they say.
  11. 11. That goes for your culture too.
  12. 12. •  Ceo$offsite$
  13. 13. Thank you! @pellican #IntuitDesign

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