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Suzanne Pellican
@Pellican
#IntuitDesign
#DesignForDelight
from Design Thinking
to Design Driven
Intuit is…
Customer Focused
Design Driven
Technology Company
Our Mission
We exist to improve customers’
financial lives so profoundly,
they can’t imagine going back to
the old way.
Customer-driven Innovation Design for Delight
find an
important
problem
that we and
those we enable
can solve well
with durable
advantage
Two Core Capabilities
It’s 9 years in the making…
How did we get here?
Act 1
1983 - 2007
20 years of market dominance
Customer centric
EASY and SIMPLE
By building like this
Requirements Design Build User
Experience
Designing for Correct
Six Sigma
Risk Aversion
ContinuousImprovement
What gets you here,
won’t get you there.
Act 2
2007 – 2013
Creating a culture
of innovation
Evoking positive
emotion by going
beyond 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 Empathy
Know your customer better than they know themselves.
Go Broad to Go Narrow
To get to one good idea, you must create lots of ideas.
Choose what’s most delightful, not was easiest… or cheapest…
Rapid Experiments with Customers
Watch what they do more than listen to what they say
That goes for culture too.
Ceo offsite
All of this in the context of
massive shifts.
The shifts
Desktop
US
Units
Product
Cloud
Global
Subs
Platform
Too many ideas
Method madness
Poor execution
Act 3
2013 – today
Executing on
innovation
Focus the business
Design at the table
Design leads brand
Full stack systems
Harmony
Design-driven re-imagination of QB in the cloud
2013
Ignite
Galvanize an entire organization around abold vision
2013
Leadership commitment
Design becomes the newnorm
“We are a design-driven company”
- Brad Smith
2014
The QuickBooks brand
Design-driven approach to bringingourbrand to life
2015
Redefining Research
Vision and strategy from durableset of insights
2015
One Intuit design system
Beautiful and Believable Seams
Commit to design excellence
Nailing the customer benefits
How we build today
Build Design
Requirements
User
Experience
Insights
With the privilege & recognition
of DESIGN, comes the responsibility
Thank you!
@pellican
#IntuitDesign
#DesignForDelight

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