Wendy Castleman presented on how Intuit shifted its focus from ease of use to designing for delight. In 2007, Intuit focused on solid products and ease of use. Researchers conducted user studies but changes were not always made based on findings. By 2009, Intuit created Innovation Catalysts to apply design for delight principles across the company. It grew the Catalyst team and used tools like journey mapping and prototyping to influence others. By 2013, design for delight was becoming part of Intuit's culture, and the company was innovating with new platforms, mobile apps, and offerings to profoundly delight customers.
Using Design thinking to create great customer experiencesWendy Castleman
Slides used in a webinar given on January 19 2016 for Medallia. Learn what design thinking is, how to do it, and hear many examples from different fields.
Design Thinking: engage customers like never before.
Inconsistent customer interactions. Undifferentiated touch points. Indifferent customers. If these are business challenges you are facing, it’s time to take a closer look at the customer journey that your business is providing.
Join us in a hands-on, interactive session that will introduce you to a new way of thinking. Design Thinking is a user centric problem-solving mindset that combines empathy, rationality and creativity, and keeps the end-user of your product/service at the center of the design process.
These techniques are being used by the world’s most prolific innovators to deliver powerful interaction experiences across the entire customer journey.
What we covered within the workshop:
1) The basic foundations and benefits of Design Thinking as an innovation process.
2) How to start integrating Design Thinking ideas and techniques into your daily customer interactions.
3) How to use Design Thinking to draw customer journey maps and gain actionable insights.
Using Design thinking to create great customer experiencesWendy Castleman
Slides used in a webinar given on January 19 2016 for Medallia. Learn what design thinking is, how to do it, and hear many examples from different fields.
Design Thinking: engage customers like never before.
Inconsistent customer interactions. Undifferentiated touch points. Indifferent customers. If these are business challenges you are facing, it’s time to take a closer look at the customer journey that your business is providing.
Join us in a hands-on, interactive session that will introduce you to a new way of thinking. Design Thinking is a user centric problem-solving mindset that combines empathy, rationality and creativity, and keeps the end-user of your product/service at the center of the design process.
These techniques are being used by the world’s most prolific innovators to deliver powerful interaction experiences across the entire customer journey.
What we covered within the workshop:
1) The basic foundations and benefits of Design Thinking as an innovation process.
2) How to start integrating Design Thinking ideas and techniques into your daily customer interactions.
3) How to use Design Thinking to draw customer journey maps and gain actionable insights.
Innovation, design thinking, and competitive advantagePhil Barrett
A quick talk from the Cape Town funding fair. Exponentials and the imperative for innovation. The trouble with innovation in corporations. Wicked problems and complex adaptive systems. How design thinking works. What design thinking does do, in Digital. Design thinking counteracts our tendency for poor decision making.
Design Thinking vs. Lean Startup: Friends or Foes?Tathagat Varma
My talk at #AgileIndia2017 on what are the similarities and strengths of Design Thinking and Lean Startup, and where and how we could use them more effectively.
Design Thinking Workshop
an introduction to MBA Students at HEC Montréal, QC, Canada
Key Note - Why we need to change how we solve problems
What is Design Thinking, how is it applied, what are the key success factors
In Practice - a vision for 2025 of e-commerce
Over the last couple of years I've talked a lot on Design Thinking, Design in general and Service Design.
This presentation is my incomplete story on the topic, with storyline.
Hope you like it, love your comments...
This presentation highlights a number of leading firms utilizing Design Thinking as a means for business development and innovation. For more information on guest lectures and workshops contact me through LinkedIn.
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
A summary of the basic principles of design thinking, human centered innovation and its application to strategy. Created by Natalie Nixon of Figure 8 Thinking.
December 2017 presentation covering: What is design thinking? What does it look like in practice? What are some case stories of design thinking being used in the real world? How can we use design thinking in our organization? Where can I learn more?
Innovation, design thinking, and competitive advantagePhil Barrett
A quick talk from the Cape Town funding fair. Exponentials and the imperative for innovation. The trouble with innovation in corporations. Wicked problems and complex adaptive systems. How design thinking works. What design thinking does do, in Digital. Design thinking counteracts our tendency for poor decision making.
Design Thinking vs. Lean Startup: Friends or Foes?Tathagat Varma
My talk at #AgileIndia2017 on what are the similarities and strengths of Design Thinking and Lean Startup, and where and how we could use them more effectively.
Design Thinking Workshop
an introduction to MBA Students at HEC Montréal, QC, Canada
Key Note - Why we need to change how we solve problems
What is Design Thinking, how is it applied, what are the key success factors
In Practice - a vision for 2025 of e-commerce
Over the last couple of years I've talked a lot on Design Thinking, Design in general and Service Design.
This presentation is my incomplete story on the topic, with storyline.
Hope you like it, love your comments...
This presentation highlights a number of leading firms utilizing Design Thinking as a means for business development and innovation. For more information on guest lectures and workshops contact me through LinkedIn.
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
A summary of the basic principles of design thinking, human centered innovation and its application to strategy. Created by Natalie Nixon of Figure 8 Thinking.
December 2017 presentation covering: What is design thinking? What does it look like in practice? What are some case stories of design thinking being used in the real world? How can we use design thinking in our organization? Where can I learn more?
Most Integrated Schneider Solution.
Caso de Exito de Adeatel S.A en proyecto para Correos del Ecuador. En el Centro de Clasificación Regional de la empresa pública Correos del Ecuador.
Las empresas pueden mejorar su competitividad con un financiamiento flexible para infraestructura tecnológica en Ecuador. Incluye networking, servidores y seguridad electrónica.
Research Traps: 7 ways of thinking that keep you from doing great customer re...Wendy Castleman
Presentation given at the joint Silicon Valley UPA/ BayCHI Usability Engineering BOF on September 16, 2008 in Mountain View, CA.
The slides are from a talk about common traps that professional usability researchers make. It also includes suggestions for how to avoid the traps.
5 Corporate cultures that inhibit designing creative solutionsWendy Castleman
Presentation for the Fifth Annual Design Research Conference at the Interdisciplinary Design Institute of Washington State University- January 15-16, 2009
Shift: 5 lessons for changing a corporate cultureWendy Castleman
Changing a corporate culture is not an instant process... it's a shift, rather than a switch. Learn 5 lessons based on a change happening at Intuit for how to shift a corporate culture. Slides used in a Web Seminar for UPA on September 7, 2011.
I nuovi mezzi. Il mondo degli eBook: realtà e prospettivestefanogambari
Risorse elettroniche ad accesso remoto e locale nelle biblioteche. Forme del prestito digitale (digital lending) . Statistiche d'uso nelle Biblioteche di Roma
From Intuit's Design for Delight (D4D) resource center on Intuit Labs: Journey Lines.
Use this tool to understand how your customers approach tasks and how they feel about it along the way —understand both their good and bad experiences.
My keynote from the UX South Africa 2014 conference in Cape Town, South Africa
It's a look at the state of play including:
- It's still easy to find poor website UX in South Africa
- Informing digital strategy by making and launching things
- Problems that executives of traditionally non-digital companies face as software slowly eats the word - and some solutions: Proactive research, digital product management, agile...
- Some of the skills and talents that unicorn UX designers need to have
Lessons Learned: Creating Software as a Service from ScratchSVPMA
Starting from Scratch? Lessons Learned From Trying to Create Software as a Service at SAP by Mike Tschudy at SVPMA Monthly Event February 2012
Go to link below for notes from this event http://svpma.org/2012/02/february-2012-event/
Prototyping is not a new concept, but the role it plays in the design process has changed dramatically in the last few years. Proliferation of agile methods and the grassroots nature of design thinking have opened up new opportunities where research and design happen simultaneously. New tools for building digital prototypes have given design teams numerous options from very simple demos to complex proof of concepts.
The Devbridge Design team shares their experience and explore cases where prototyping has driven the design and research process. With varying levels of complexity and fidelity, each has had a different outcome.
IxDA October Event: Prototyping Approaches and OutcomesIxDA Chicago
Prototyping is not a new concept, but the role it plays in the design process has changed dramatically in the last few years. Proliferation of agile methods and the grassroots nature of design thinking have opened up new opportunities where research and design happen simultaneously. New tools for building digital prototypes have given design teams numerous options from very simple demos to complex proof of concepts.
Learn about the Devbridge Design team's experience as they explore cases where prototyping has driven the design and research process. With varying levels of complexity and fidelity, each has had a different outcome.
Weekend Web Workshop
Simple, visual, interactive and fun user experience workshops to help you get digital.
What your get in this workshop:
- What is User Driven Design?
How to incorporate Brand Strategy into User Experience
How to Prioritize Website Features
How to Create Site Maps and Wireframes
Why should I attend?
- If you are looking to get a job in the digital space
- If you are a start up looking to “get it right”
- If you are looking to advance your career
- If you are a print designer and are curios what “the fuss is all about”
For more information and a schedule of the two days please visit:
Groopskool.net or contact us at skool@thegroop.net
Video: https://www.youtube.com/watch?v=Lka7nsDsZk8
There’s real evidence that Agile software engineering projects work better than waterfall. In Silicon Valley, Agile is the de-facto standard for innovating new products. But an Agile project needs good product management and good UX design to succeed. Fitting UX in with product management and Agile can be uncomfortable for UX designers. Once you get it, though, you’ll never want to work any other way. We’ll look at:
- Why Agile works well for innovation and for software delivery
- What product management is and why your software product can’t succeed without it
- The different product phases: Discover, expand and exploit
- The role of UX in each phase
- Setting up hypotheses and metrics to keep Agile teams on track
At Techstartupday 2013 we gave a workshop on the importance of digital product design for startups and digital product managers. Together with Ontoforce we presented a behind the scene case study about the process of designing and building the Disqover platform.
“5% visual, 95% practical. The difference between good design and great design.”
Founded in 2001, we’ve built our name on developing products that are as beautiful in function as in form. Products that add value and deliver genuine real life benefits. That’s why we’re called Design Reality.
Everything we do is rooted in the realities faced by our clients (and their users): the needs of a nurse, a fire fighter, a soldier or a mother - and the pressures of deadlines, legislation and budgets. As a team, we’re able to adapt and respond to these challenges, providing answers that are at once creative and pragmatic.
See how we’ve applied our knowledge to produce some of the world’s leading products - www.designreality.co.uk.
Telephone:- UK +44 (0) 1745 584865
Designer vs Developer - A Battle Royal v1.0Nicole Maynard
SharePoint Fest Chicago 2013 - Can designers and developers work together to create a frictionless solution? Often times barriers exist between designers and developers. Let's look at what UX really is, not hearsay and learn some interesting ways devs can help. And bring peace to this historical battle field, by showing the two factions can work together amicably when supported by a well-defined process. Content covered will center around web, desktop, mobile, and yes a little bit of SharePoint. Discussion topics will include a brief history of user experience (UX) design, a "concept to deliverable" process involving designers and developers, and finally a short demo highlighting covered concepts.
Goodpatch Berlin, Boris Milkowski - Guest Talk @EINSICHTEN, HTW BERLIN
Das Thema Prototyping ist aus der Welt des digitalen Designs kaum noch wegzudenken. Häufig wird dabei vergessen, dass es nicht nur um den Prozess selber geht, sondern darum, diesen als Werkzeug zu verstehen, um schneller bessere Ergebnisse zu erzielen. Boris Milkowski und Jan Bisson berichten in ihrem Vortrag darüber, wie sie versuchen iterative Prozesse in alle Bereiche des Agenturalltags zu integrieren: angefangen beim UX/UI-Design, über die Kommunikation im Team bis hin zur Arbeit mit den Auftraggebern. Außerdem geben sie einen Einblick in das Prototyping Tool Prott, das sie für ihre eigenen Agenturbedürfnisse entwickelt haben.
24. INNOVATION CATALYSTS FY ‘13
FY ‘12
FY ‘11
FY ‘10
FY ‘09
10 75 Catalysts 120 Catalysts 170 Catalysts 200 Catalysts
Catalysts
Cross functional group of D4D experts, working across the
company to apply D4D in the day-to-day to achieve Delight
27. Our Vision
D4D in the DNA
Profoundly delighting our
customers is why we exist
and D4D is instinctively the
way we do it.
28. Culture Change Thus Far…
• Solid Products • Solid Products with
(QuickBooks, TurboTax, etc) Innovative New Features
• NO mobile apps and Platforms
• Few New Offerings • Lots of mobile apps
• Focus on Ease • Lots of New Offerings
• Usability Testing in our UX • Focus on Innovation and
Labs with UX Researchers Delighting Customers
• Incremental Improvements • Lots of
• Few Risks
Experimentation, everywher
e with full team engagement
• Lots of Risks
30. D4D is being used…
By Front-line
In Sales & Marketing In IT (GES) In L&D
Employees
By XD! In HR In EVERY BU In Finance
In Legal In EVERY FG In Customer Care By Executives
45. What do I believe?
What motivates me?
Wendy Castleman
Innovation Catalyst Community Leader
D4D Strategist
Editor's Notes
This was Intuit’s Logo at the time. Intuit wasn’t a bad culture in 2007, especially for a UX person…
We had solid products with a long history
And, In 2007, we had a lot of corporate commitment to customer research, particularly focused on making our products as EASY as possible. We had state of the art Usability Labs and most of our business units had UX researchers who conducted a lot of usability tests. We also went on a lot of site visits to see and talk with people using our products in action.
But, it was a culture that focused on small improvements, rather than innovation. It wasn’t a culture that encouraged designers and researchers to take big risks. It wasn’t a culture of innovation.
And what we found over time was although we were investing heavily in EASE, our net promoter scores were flat or even falling. Ease was no longer enough. We needed to do more than design for ease, we needed to design for delight.
So, in 2007, we introduced Design for Delight to the company. We came up with a definition, which you can see here. We wanted people to think differently and design differently. We wanted to become a culture of innovation, rather than a culture of incremental improvements.
So, We came up with some principles based on Design Thinking that helped to explain how to design for Delight.
Our goal is that D4D is in our cultural DNA by 2015. We’re well on our way…
The culture change is apparent in the work we do and the way we work. Where we used to focus on improving the old, now we are focused on creating the new. Where we used to have the burden of most research and design in the hands of the few UX employees we have, entire teams are now engaging. Where we used to take few risks, we now take lots of risks.
These cultural changes happen to correlate with an increase in stock price. We don’t think that it’s a coincidence. People are starting to realize that Intuit is becoming an innovative company.
We’re #84 on Forbes world’s most innovative companies list
Think of something I said or did today that was provocative or intriguing.Write that on a sticky note.With a partner, Draw the Empathy Map (Say-Do-Think-Feel)Place your sticky notes. See if you can get to what I might be thinking (or believing) and feeling. See if you can figure out what motivated me to do or say what you thought was interesting…(Then, let’s debrief in the room – how do you think this tool might help you innovate?)