The document discusses innovating and designing for delight in one's life and career. It outlines principles of design for delight such as deep customer empathy, going broad to get narrow with ideas, and rapid experiments with customers. These principles can be applied to innovating in education, career, community, and business contexts. The document encourages exploring new paths and perspectives rather than sticking to "the old way" and emphasizes curiosity, imagination, and support for innovating the business of one's life.

1. SEPTEMBER 30, 2015
WENDY CASTLEMAN
TRIAD DESIGN LEADERSHOP
INNOVATING
THE BUSINESS
OF YOUR LIFE

2. A PHONE

3. "THERE IS NO REASON
ANYONE WOULD WANT A
COMPUTER IN THEIR
HOME."
- KEN OLSEN, DIGITAL EQUIPMENT CORPORATION, 1977
3

4. YOU CAN’T LOOK AT
THE WORLD THE WAY
YOU’VE ALWAYS
SEEN IT AND EXPECT
TO SEE SOMETHING
NEW.
4

5. CURIOSITY
5

6. 6
ME AT 8

7. THE OLD WAY

9. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
9

10. SOLID PRODUCTS

11. 2007

12. 2007

13. OUR ASPIRATION

14. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
14

15. DESIGN FOR DELIGHT (D4D)
Evoking positive emotion by going
beyond customer expectations in ease
and benefit throughout the customer
journey …
...so people buy more and tell others
about their experience

16. DESIGN FOR DELIGHT PRINCIPLES

17. DEEP CUSTOMER EMPATHY
Knowing
your customer
better than they
know themselves

18. PURPOSE OF DEEP CUSTOMER EMPATHY

19. PERSPECTIVE

20. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
20

21. GO BROAD TO GO NARROW
To get to one
great idea,
you need lots of
them

22. PURPOSE OF GOING BROAD TO NARROW

23. IMAGINATION

24. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
24

25. RAPID EXPERIMENTS WITH CUSTOMERS
Test your
assumptions
early and often
with customers

26. TESTING OUT KEY ASSUMPTIONS RIGHT AWAY

27. BECAUSE… YOU WON’T REALLY KNOW IF IT WILL WORK FROM HERE.

28. EXPLORATION

29. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
29

30. DESIGN FOR DELIGHT

31. “OUR ABILITY TO GROW IS
DIRECTLY PROPORTIONAL
TO AN ABILITY TO
ENTERTAIN THE
UNCOMFORTABLE.”
– TWYLA THARP IN THE CREATIVE HABIT

32. SUPPORT
32

33. UNSTRUCTURED TIME

34. INNOVATION CATALYSTS

35. LEAN START-IN

36. Innovating For Impact
$29
$50
INTUIT STOCK PRICE
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110
Jul-08 Jul-09 Jul-10 Jul-11 Jul-12 Jul-13 Jul-14 Jul-15

38. Improve our !
customers’ financial
lives so profoundly… !
they can’t imagine going
back to the old way
INTUIT’S MISSION
38

39. HOW DOES THIS APPLY
TO “THE BUSINESS OF
YOUR LIFE”?

40. AS WE LIVE OUR LIVES,
THE OLD WAY
BECKONS
40

41. DESIGN FOR DELIGHT

42. EDUCATION
42

43. “IT SHOCKS ME THE NUMBER OF
YOUNG PEOPLE WHO HAVE NO
IDEA WHAT THEY ARE
INTERESTED IN BECAUSE THEY
HAVE BEEN PUSHED TO
ACHIEVE VERSUS PUSHED TO
EXPLORE.” – TONY WAGNER IN CREATING INNOVATORS

44. IMAGO DEI MIDDLE SCHOOL –A D4D STORY

45. CAREER
45

46. “I DON’T BELIEVE THAT NEW
NEEDS HAVE BEEN CREATED;
WE’VE JUST CREATED NEW
WAYS AND ADOPTED NEW
TECHNOLOGIES TO GET
THEM DONE.”
-CHARLES PURDY, SENIOR EDITOR FOR MONSTER.COM

47. COMMUNITY
47

48. BUSINESS
48

49. INTUIT AGAIN

50. IN REALITY
WE DON’T HAVE
TO DO ANYTHING
THE OLD WAY

51. CURIOSITY
51

52. PERSPECTIVE

53. IMAGINATION

54. EXPLORATION

55. SUPPORT
55

56. “THERE IS NO PATH.
THERE’S EVERY
PATH. EVERY PATH
STARTS WITH THIS
ONE MOMENT.”
- DICK COSTOLO, CEO OF TWITTER

57. THE OLD WAY

58. YOU CAN INNOVATE
58

59. INNOVATE THE
BUSINESS OF
YOUR LIFE.
59

60. Questions?
Wendy_castleman@intuit.com