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OUR MISSION

IMPROVE OUR
CUSTOMERS’ FINANCIAL
LIVES SO PROFOUNDLY…
THEY CAN’T IMAGINE GOING
BACK TO THE OLD WAY
THE ASK
The Ask

CREATE AN INTERACTIVE DEMO FOR THE CEO
(IN TWO WEEKS*)
Must address

_strategy
_customer pain points
NO POWERPOINT!
GETTING STARTED
PERSONA MATERIALS

Background
_Mix of retail and service
_Has 3 employees
_Been in business for 3 years
Tools Used

_Excel
_Cash register
_Credit card terminal
A SCRIPT
CREATE THE
CUSTOMER’S SHOES
PUT REAL LIFE
CUSTOMERS IN
THE CUSTOMERS’
SHOES
REAL “INVENTORY”
“HACKED” USABILITY LAB
The reward for this hard work was to watch real
small business owners trying these prototypes
during lab sessions and asking “when can I have
it?” questions.
Tim Beschastnov
Sr. Product Development Manager
WALK IN THE
CUSTOMERS’ SHOES
(AKA EATING OUR OWN DOGFOOD)
TEAM WORK SESSION
LIVE DEMOS
NO LOGO
OMG!
HELEN’S HABITAT’S
MOVED TO A BIGGER
AND BETTER
LOCATION
STAKEHOLDERS AS CUSTOMERS
IN SUMMARY

Created the customers shoes

Put customers in those customer shoes
Put the team in the customer shoes (aka
eat our own dogfood)
Increase in morale
A permanent space

Stakeholder Support
Use on other projects
OUR EXPERIENCE

IMPROVED OUR
LIVES SO PROFOUNDLY…
WE CAN’T IMAGINE GOING
BACK TO THE OLD WAY
Stock image $30
Printed on company
plotter - FREE

“Donated” or
“borrowed” items FREE

Props $35

Bookshelves and desk
in room - FREE
THANK YOU!
MICHELE_MARUT@INTUIT.COM

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