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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
predictions
23%

Delight accounts for
~75% of the variance
in Net Promoter Score

20%

30%

@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. A common problem we have all faced, at some point in time, as designers – how do you get executives to back you and your work in the right way – how to you develop strong influence? I’ve been a design leader for about 15 years and an executive for about 10. Over this time, I’ve learned a lot – that the nice way to say I’ve got a lot of scars on my back from some brutal experiences. I’m going to 3 things execs won’t tell you – some painfully learned – as well as solutions I’ve found to be effective.
  2. Idle hands make devil’s work