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Erik Flowers @Erik_UX
November 13-14
San Francisco
Building Service Design
Capability at Intuit
A Service Design Odyssey
Service Experience Conference 2013
Erik Flowers
Principal Service Experience Designer
Service Design Change Management Instigator
Prologue
Landscape
Cloud
Desktop
Mobile
Payments
Mobile Payments
Payroll Services
Accounting
Apps
Enterprise
Employer compliance
Checks, supplies
CRM services
Tax Prep
Tax Filing
Tax Education
Tax Forms
Mobile Filing
Refund Cards
Personal Finance
Banking
Budgeting
Home Loans
Recommendations
Personal Finance
Banking
Budgeting
Mobile Budgeting
Free
“Intuit is a design-led company.”
Intuit CEO Brad Smith
Part I
The Small Step
“I’ve worked in this service area for six years,
and I’ve never seen the end to end experience.”
Backstage participant
Part II
The Bigger Step
“This is what I mean when I say we
need to work end-to-end.”
-Sr. Vice President
Part III
The Invasion
Part IV
Mission Critical
Find allies who
already just “get it”
Make your intangible
work tangible
Make your intangible
work tangible
Understand each-
other’s motivations
Leverage existing
objectives
Keep the PR
campaign going
Embrace the cultural
immune system
Epilogue
The Beyond
Erik Flowers @Erik_UX
erik@helloerik.com
art by David Hallangen @HALLANGEN_art

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