Our team had a problem that a single prototype/demo could not address: Illustrating customer pain points across multiple touch points (mobile and web) and showing the experience of our ultimate vision for delighting our customers.
Instead of a conference room demo, we decided to tear down our “war room” and built a realistic store environment-- complete with a store name, logo, a working cash drawer and a receipt printer. We brought stakeholders and customers through the experience one at a time to test our vision, combining role-playing and storytelling to act out scenarios. We were then able to show how the experience would look using our proposed solution, which brought the whole story to life in front of the audience’s eyes. By creating this immersive experience we successfully established an emotional connection between our users and team, gained leadership support and influenced teams across Intuit.
Leadership support. We ultimately took 100+ people (including the CEO and 15 other executive leaders) through the experience. Leaders were even telling out story.
“Eating our own dogfood.” Because we used a realistic set-up and a variety of products - the team experienced issues (like missing steps and error messages) the customer might have and strengthened their empathy for the customer.
Customer backed changes to the design
Increase in the team’s morale and engagement with the project
Influencing other teams and even the usability lab to create realistic small business environments
Audience takeaways will include tips on how to:
How to how to create an immersive experience that makes personas come to life for the team
How to influence the team and stakeholders to participate in the experience
Unique ways of testing a multi-device experience
How to do all of this with a limited budget and resources