from design thinking to design doing

Suzanne Pellican@Pellican #IntuitDesign#DesignForDelight

from Design Thinkingto Design Driven

Intuit is…

Customer FocusedDesign DrivenTechnology Company

Our Mission

We exist to improve customers’ financial lives so profoundly, they can’t imagine going back to the old way.

Deliver the customer benefit Active product usage

Proactive word of mouth

Customer-driven Innovation Design for Delight

LOVE METRICS

find an important problem

that we and those we enablecan solve well

with durable advantage

Two Core Capabilities

It’s 9 years in the making…How did we get here?

Act 11983 - 2007

20 years of market dominanceCustomer centric EASY and SIMPLE

By building like this

Requirements Design Build User Experience

Designing for CorrectSix SigmaRisk AversionContinuous Improvement

What gets you here,won’t get you there.

Act 22007 – 2013

Creating a culture of innovation

Evoking positive emotion by goingbeyond customer expectations in ease and benefit throughout their customer journey

...so people buy more and tell others about their experience

The big national stores can buy and sell thousands of designs. I have to buy just a few of many different designs, and it costs more. – Julie, Owner, Paper Caper

“

Deep Customer EmpathyKnow your customer better than they know themselves.

Go Broad to Go NarrowTo get to one good idea, you must create lots of ideas.

Choose what’s most delightful, not was easiest… or cheapest…

Rapid Experiments with CustomersWatch what they do more than listen to what they say

That goes for culture too.

Ceo offsite

All of this in the context ofmassive shifts.

The shifts

Desktop

US

Units

Product

Cloud

Global

Subs

Platform

Too many ideasMethod madnessPoor execution

Act 32013 – today

Executing on innovation

Focus the businessDesign at the tableDesign leads brandFull stack systems

HarmonyDesign-driven re-imagination of QB in the cloud

2013

IgniteGalvanize an entire organization around a bold vision

2013

Leadership commitmentDesign becomes the new norm

“We are a design-driven company”- Brad Smith

2014

The QuickBooks brandDesign-driven approach to bringing our brand to life

2015

Redefining ResearchVision and strategy from durable set of insights

2015

One Intuit design systemBeautiful and Believable Seams

Commit to design excellenceNailing the customer benefits

How we build today

Build Design

Requirements

UserExperience

Insights

With the privilege & recognition of DESIGN, comes the responsibility

Thank you!

@pellican#IntuitDesign#DesignForDelight