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Suzanne Pellican
@Pellican
#IntuitDesign
#DesignForDelight
from Design Thinking
to Design Driven
Intuit is…
Customer Focused
Design Driven
Technology Company
Our Mission
We exist to improve customers’
financial lives so profoundly,
they can’t imagine going back to
the old way.
Customer-driven Innovation Design for Delight
find an
important
problem
that we and
those we enable
can solve well
with du...
It’s 9 years in the making…
How did we get here?
Act 1
1983 - 2007
20 years of market dominance
Customer centric
EASY and SIMPLE
By building like this
Requirements Design Build User
Experience
Designing for Correct
Six Sigma
Risk Aversion
ContinuousImprovement
What gets you here,
won’t get you there.
Act 2
2007 – 2013
Creating a culture
of innovation
Evoking positive
emotion by going
beyond customer
expectations in
ease and benefit
throughout their
customer journey
...so...
The big national stores can buy and sell
thousands of designs. I have to buy just a few
of many different designs, and it ...
Go Broad to Go Narrow
To get to one good idea, you must create lots of ideas.
Choose what’s most delightful, not was easie...
Rapid Experiments with Customers
Watch what they do more than listen to what they say
That goes for culture too.
Ceo offsite
All of this in the context of
massive shifts.
The shifts
Desktop
US
Units
Product
Cloud
Global
Subs
Platform
Too many ideas
Method madness
Poor execution
Act 3
2013 – today
Executing on
innovation
Focus the business
Design at the table
Design leads brand
Full stack systems
Harmony
Design-driven re-imagination of QB in the cloud
2013
Ignite
Galvanize an entire organization around abold vision
2013
Leadership commitment
Design becomes the newnorm
“We are a design-driven company”
- Brad Smith
2014
The QuickBooks brand
Design-driven approach to bringingourbrand to life
2015
Redefining Research
Vision and strategy from durableset of insights
2015
One Intuit design system
Beautiful and Believable Seams
Commit to design excellence
Nailing the customer benefits
How we build today
Build Design
Requirements
User
Experience
Insights
With the privilege & recognition
of DESIGN, comes the responsibility
Thank you!
@pellican
#IntuitDesign
#DesignForDelight
From Design Thinking to Design Doing
From Design Thinking to Design Doing
From Design Thinking to Design Doing
From Design Thinking to Design Doing
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From Design Thinking to Design Doing

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"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.

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From Design Thinking to Design Doing

  1. Suzanne Pellican @Pellican #IntuitDesign #DesignForDelight from Design Thinking to Design Driven
  2. Intuit is… Customer Focused Design Driven Technology Company
  3. Our Mission We exist to improve customers’ 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. It’s 9 years in the making… How did we get here?
  6. Act 1 1983 - 2007
  7. 20 years of market dominance Customer centric EASY and SIMPLE
  8. By building like this Requirements Design Build User Experience
  9. Designing for Correct Six Sigma Risk Aversion ContinuousImprovement
  10. What gets you here, won’t get you there.
  11. Act 2 2007 – 2013 Creating a culture of innovation
  12. 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
  13. The big national stores can buy and sell thousands of designs. I have to buy just a few of many different designs, and it costs more. – Julie, Owner, Paper Caper “ Deep Customer Empathy Know your customer better than they know themselves.
  14. Go Broad to Go Narrow To get to one good idea, you must create lots of ideas. Choose what’s most delightful, not was easiest… or cheapest…
  15. Rapid Experiments with Customers Watch what they do more than listen to what they say
  16. That goes for culture too.
  17. Ceo offsite
  18. All of this in the context of massive shifts.
  19. The shifts Desktop US Units Product Cloud Global Subs Platform
  20. Too many ideas Method madness Poor execution
  21. Act 3 2013 – today Executing on innovation
  22. Focus the business Design at the table Design leads brand Full stack systems
  23. Harmony Design-driven re-imagination of QB in the cloud 2013
  24. Ignite Galvanize an entire organization around abold vision 2013
  25. Leadership commitment Design becomes the newnorm “We are a design-driven company” - Brad Smith 2014
  26. The QuickBooks brand Design-driven approach to bringingourbrand to life 2015
  27. Redefining Research Vision and strategy from durableset of insights 2015
  28. One Intuit design system Beautiful and Believable Seams
  29. Commit to design excellence Nailing the customer benefits
  30. How we build today Build Design Requirements User Experience Insights
  31. With the privilege & recognition of DESIGN, comes the responsibility
  32. Thank you! @pellican #IntuitDesign #DesignForDelight

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