The document discusses designing for user delight. It notes that executives often don't understand design and love measures and ratios. However, delight accounts for about 75% of the variance in customer satisfaction scores. The document suggests creating visceral experiences for users, giving executives a specific job other than interfering with design, and using numbers to show the importance of designing for delight.

1. @kaarenhanson @IntuitInc

2. @kaarenhanson @IntuitInc

3. they don’t really
get design
@kaarenhanson @IntuitInc

4. @kaarenhanson @IntuitInc

5. @kaarenhanson @IntuitInc

6. @kaarenhanson @IntuitInc

7. @kaarenhanson @IntuitInc

11. share an experience
that delighted you
@kaarenhanson @IntuitInc

13. help them feel it
@kaarenhanson @IntuitInc

14. scavenger hunt
@kaarenhanson @IntuitInc

15. they
don’t
know
what
to do
@kaarenhanson @IntuitInc

16. @kaarenhanson @IntuitInc

17. design for delight
@kaarenhanson @IntuitInc

18. execs
job:
stay
out
of the
way
@kaarenhanson @IntuitInc

19. they love
measures

20. ratios
Designers
Product managers
@kaarenhanson @IntuitInc

21. predictions
23%
Delight accounts for
~75% of the variance
in Net Promoter Score
20%
30%
@kaarenhanson @IntuitInc

22. lessons
learned
@kaarenhanson @IntuitInc

23. create
visceral
experiences
@kaarenhanson @IntuitInc

24. give execs
a job
@kaarenhanson @IntuitInc

25. lean into
numbers
@kaarenhanson @IntuitInc

26. @kaarenhanson @IntuitInc