3. CORE CAPABILITIES | HOW WE DIFFERENTIATE
Customer-driven Innovation
fin a
n
important
problem
Design for Delight
that we and
those we enable
can solve well
with durable
advantage
LOVE METRICS
d
Deliver the customer benefit
Active product usage
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4. TRADITIONAL THINKING
DESIGN THINKING
DESIGNING
FOR CORRECT
DESIGNING
FOR DELIGHT
Flawless planning
Enlightened TRIAL & ERROR
Avoid failure
Fail FAST
Rigorous analysis
Rigorous TESTING
Presentations
Lightweight EXPERIMENTS
Arm’s length customer
research
DEEP CUSTOMER IMMERSION
CONTINUOUS
Periodic
DOING
Thinking
5. TRADITIONAL THINKING
DESIGN THINKING
DESIGNING
FOR CORRECT
DESIGNING
FOR DELIGHT
4 + 4 = 8
8 =4 + 4
=2 + 6
8 =4 X 2
= 12 - 4
8 = 24/3
Discovery of what is “right”.
The so-called “correct” answer.
Discovery of what WORKS.
An infinity of POSSIBLE answers.
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6. DESIGN FOR DELIGHT
EVOKING POSITIVE
EMOTION BY GOING
BEYOND CUSTOMER
EXPECTATIONS IN
EASE AND BENEFIT
THROUGHOUT THEIR
CUSTOMER JOURNEY
NOVEMBER 22, 2013
...so people buy more and tell
others about their experience
10. GO BROAD TO GO NARROW
TO GET TO
ONE GREAT IDEA,
YOU MUST CREATE
LOTS OF IDEAS
11.
12. GO BROAD TO GO NARROW
CHOOSE WHAT’S
MOST
DELIGHTFUL, NOT
WHAT’S EASIEST…OR
CHEAPEST…
13. RAPID EXPERIMENTS WITH CUSTOMERS
WATCHING WHAT
THEY DO IS WAY
BETTER THAN
LISTENING TO
WHAT WE SAY
14.
15.
16. INNOVATION MECHANISMS
DEMOCRATIZED
INNOVATION
UNSTRUCTURED TIME
… 10% time to pursue your ideas
INNOVATION AWARDS
… 3 months time for top innovators
BRAINSTORM
…connecting people to help ideas grow
IDEA JAMS
…dedicated day to move ideas forward
180 INNOVATION CATALYSTS
…drive D4D in the DNA to drive innovation
RAPID EXPERIMENTS, LEAN START-INS
…test our hypotheses with customers “in the
wild”
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17. UNSTRUCTURED TIME
10% TIME TO EXPLORE YOUR PASSION
Use it weekly
Use it weekly
Accumulate blocks of time
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18. INNOVATION AWARDS
REWARDING AND RETAINING OUR TOP INNOVATORS
Scott Cook Innovation Award
Scott Cook Founder’s Award
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We’ve used these tools in coaching sessions across Intuit, in conjunction with Lean Start Up and Lean Start In events, as well as at the World Economic Forum session in SF in February.
We’ve got lots of different teams doing different kinds of experiments (A/B marketing tests, product concept tests, internal systems, etc.) We’ve brought together some stellar experimenters for you to talk with now. They will tell you a little bit about their experiment: what they did, how they did it, what they learned, and so on. You can ask any questions you’d like.We’ve got 4 teams for you to talk to. We’ll divide into 2 groups and each group will talk to 2 of the experimenters. Then will get back together for a debrief.