Designed To Last (Kaaren Hanson at Enterprise UX 2017)
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This document outlines Kaaren Hanson's work to transform Intuit into a design-driven company focused on delighting customers. It discusses how she introduced the concept of Design for Delight (D4D) at Intuit in 2004 to move beyond ease of use and have design drive innovation. Over time, D4D was scaled up within Intuit through building design leadership, craft, and sharing D4D externally. This helped Intuit significantly outperform the S&P 500 from 2004-2017 and solidify its position as a design-driven, innovative company.
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Designed To Last (Kaaren Hanson at Enterprise UX 2017)
- 2. LEGACY
- 4. 1983 INTUIT IS LAUNCHED
- 5. CUSTOMERS + EASE OF USE
- 6. CUSTOMERS + EASE OF USE
- 7. CUSTOMERS + EASE OF USE REVENUE PRODUCTS EMPLOYEES SILOS COMPLEXITY DISTRACTIONS
- 12. “WE HAVE THE BEST USER EXPERIENCE!”
- 13. “WE HAVE THE BEST USER EXPERIENCE!”
- 14. “WE HAVE THE BEST USER EXPERIENCE!” “NO. WE'RE AVERAGE.”
- 18. DELIGHT
- 19. DELIGHT
- 22. “I HAD NEVER SEEN SOMETHING LIKE THIS BEFORE.” “IT WAS FUN– I WANTED TO USE IT AGAIN.” “EVERYTHING WORKED!” “SO MUCH BETTER THAN I EXPECTED. “IT WAS SO SIMPLE, BUT SO BRILLIANT.”
- 23. “I HAD NEVER SEEN SOMETHING LIKE THIS BEFORE.”“IT WAS FUN– I WANTED TO USE IT AGAIN.” “EVERYTHING WORKED!” “SO MUCH BETTER THAN I EXPECTED. “IT WAS SO SIMPLE, BUT SO BRILLIANT.” DELIGHT
- 24. ANNUALIZED SHAREHOLDER RETURN (2004-2006) EXECUTIVE BUY-IN JAN 2004 JUN 2004 JAN 2005 JUN 2005 JUN 2006 JAN 2006 JAN 2007 S&P 500
- 26. D4DDESIGN FOR DELIGHT DELIGHT FORUM
- 27. D4DDESIGN FOR DELIGHT D4D PROCESS
- 28. DISCUSSION PROCESS COMMIT TO NEW BEHAVIORS D4DDESIGN FOR DELIGHT INSPIRATION
- 29. D4D YEAR 1 RESULTS: NOTHING
- 35. 1. NO NEW CONTENT 2. BETTER BE AMAZING
- 39. “IF THINGS GET MUCH WORSE, I’LL START HAVING WATER FOR BREAKFAST TOO.”
- 43. 1. GIVE D4D AWAY
- 44. 1. GIVE D4D AWAY 2. NOT EVERYONE IS A CATALYST
- 45. 1. GIVE D4D AWAY 2. NOT EVERYONE IS A CATALYST 3. POWER OF THE POSSE
- 49. STRONG DESIGN CRAFT MORE DESIGNERS MORE DESIGN LEADERSHIP
- 53. INTERNAL RATIOS
- 57. BUILDING DESIGN LEADERSHIP DESIGNERS DIRECTORS & STRATEGISTS VP-LEVEL
- 58. BUILDING DESIGN LEADERSHIP DESIGNERS DIRECTORS & STRATEGISTS VP-LEVEL
- 59. “DESIGN-DRIVEN COMPANIES OUTPERFORM S&P BY 228% OVER 10 YEARS.” – HBR BLOG/DESIGN MANAGEMENT INSTITUTE 2013
- 60. “WE ARE A DESIGN-DRIVEN INNOVATIVE GROWTH COMPANY, THAT GETS BETTER EVERY DAY.” – BRAD SMITH
- 61. 2007 2008 2009 2010 2011 2012 2013 201720152014 2016 INTUIT S&P 500 CRAFT & LEADERSHIP D4D
- 66. GIVE IT AWAY 3
- 68. VISION WIN HEARTS & MINDS GIVE IT AWAY USE SIZE TO YOUR ADVANTAGE