This presentation was given by Suzanne Pellican of Intuit at Delight 2015 on Oct. 5, 2015. Close to one third of the U.S. economy flows through Intuit’s payroll, invoicing and tax software. What drove such a dominant software company to reinvent itself into a design-driven 30-year old startup? This story begins in 2006, when Intuit found itself in a terrible position—flattening growth, terrible Net Promoter Scores, and a less than desirable innovation pipeline. Suzanne will tell the story of Intuit’s rebirth by leveraging design at all levels of the company and creating a culture of design thinkers who aim to do nothing short of delighting their customers. http://delight.us/conference

1. @pellican #IntuitDesign #DelightConf
Designing
for Delight

2. Intuit is…
Customer Focused
Design Driven
Technology Company

3. Our Mission
We exist to improve customer’s
financial lives so profoundly,
they can’t imagine going back to
the old way.

4. 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

5. Designing for Correct
Flawless planning
Avoid failure
Rigorous analysis
Presentations
Customer research
Periodic
Thinking
Designing for Delight
Enlightened TRIAL & ERROR
Fail FAST
Rigorous TESTING
Lightweight EXPERIMENTS
DEEP CUSTOMER IMMERSION
CONTINUOUS
DOING

6. 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

8. Deep Customer Empathy
Know your customer
better than they
know themselves.

10. Go Broad to Go Narrow
To get to one good
idea, you must create
lots of ideas.

12. And when you choose…
Choose what’s most
delightful, not what’s
easiest… or
cheapest… or…

13. Rapid Experimentation with Customers
Watch what they do
more than listen to what
they say.

16. That goes for your culture too.

17. • Ceo$offsite$

22. Thank you!
@pellican #IntuitDesign