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@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc
they don’t really
get design
@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc
Get this s&%t
out of my office
@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc
Eeyore just brought us
another f%#@g
book.
share an experience
that delighted you
@kaarenhanson @IntuitInc
help them feel it
@kaarenhanson @IntuitInc
scavenger hunt
@kaarenhanson @IntuitInc
they
don’t
know
what
to do@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc
design for delight
@kaarenhanson @IntuitInc
execs
job:
stay
out
of the
way
@kaarenhanson @IntuitInc
they love
measures
ratios
@kaarenhanson @IntuitInc
23%
30%
20%
predictions
Delight accounts for
~75% of the variance
in Net Promoter Score
@kaarenhanson @IntuitInc
lessons
learned
@kaarenhanson @IntuitInc
create
visceral
experiences
@kaarenhanson @IntuitInc
give execs
a job
@kaarenhanson @IntuitInc
lean into
numbers
@kaarenhanson @IntuitInc
@kaarenhanson @IntuitInc

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Editor's Notes

  1. Idle hands make devil’s work